B12/600 IT Support – Finding Faults

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You’re at your desk, in a small or large IT support business (maybe your own). What will you need to do to look after your clients and manage their problems?

Fault Logs – the important details

 

Fault Reports – handling a call session

Activities

  1. Caller data AS4
    important caller information
  2. Computer questions AS3
    find out about the faulty computer
  3. Fault questions AS30
    whats the problem?
    – reliability of reports
  4. Common faults
  5. Error messages
  6. Technical Resources
    – where do you find the answer?
  7. X(AS7) Strategies
    how will you fix it?