I NFORMATION S UPPORT
AND S ERVICES
2.02 U NDERSTAND BASIC TROUBLESHOOTING
OF HARDWARE AND SOFTWARE .
TECHNICAL SUPPORT
Self-Help
Classify types of
technical support
Help-Desk
Face-to-Face
TECHNICAL SUPPORT
What is technical support?
• A service provided by a computer or
technological company for aiding or
advising customers of its product or
service, also called tech support.
TYPES OF TECHNICAL SUPPORT
Self-Help Support
• Resources that enable one to find
answers and resolve problems on their
own, without having to contact Technical
Support.
• Examples
• Frequently Asked Questions (FAQ)
webpages
• Discussion forums and blogs
TYPES OF TECHNICAL SUPPORT
Help Desk Support
• Help desks are staffed by people who can
either solve the problem directly or
forward the problem to a more
experienced technician.
• Also known as call-centers
TECHNICAL SUPPORT
Before calling tech support, take these steps:
•
•
•
•
•
Write down the exact problem and what action
you were doing when the problem occurred.
Note any error messages or take a photograph
of the message. Try to replicate the problem,
if possible.
Note your operating system and version.
Be specific when talking to the support
person.
Perform backups, if possible, before taking a
computer to a technician for repair.
TYPES OF TECHNICAL SUPPORT
Face-to-Face Support
• Usually reserved for more in-depth
problems
• The computer or device is taken to a
repair center or a technician comes to the
user’s location.
• The technician usually will call with an
estimate before performing repairs.
TECHNICAL SUPPORT AND THE
TROUBLESHOOTING THEORY
Document
findings,
actions,
and
outcomes
Verify full
system
functionally
Identify
the
Problem
Tech Support
will follow
similar
procedures to
fix a computer
problem.
Establish
a plan of
action
Establish
a theory
of
probable
cause
Test the
theory
THE STEPS OF THE
TROUBLESHOOTING THEORY
CompTIA’s Six Steps of Troubleshooting
1. Identify the problem.
• Don’t overlook the obvious.
• Question the user
• Use open ended and closed ended
questions.
• Perform backups before attempting repairs.
THE STEPS OF THE
TROUBLESHOOTING THEORY
2. Establish a theory of probable cause.
• Use knowledge of how the system
operates to determine the likely cause.
THE STEPS OF THE
TROUBLESHOOTING THEORY
3. Test the theory to determine cause.
• Substitute known good parts to see if
problem is corrected or look for software
solutions.
• If theory is not confirmed, establish
a new theory or escalate to another
level.
THE STEPS OF THE
TROUBLESHOOTING THEORY
4. Establish a plan of action to resolve
the problem and implement the
solution.
• Obtain needed parts and install.
• Apply software fixes or updates.
THE STEPS OF THE
TROUBLESHOOTING THEORY
5. Verify full system functionality and,
if applicable, implement preventative
measures.
THE STEPS OF THE
TROUBLESHOOTING THEORY
6. Document findings, actions,
outcomes.