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by m_nasir99

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examples that categorize some of the different types of problem that can occur.

2) Preventative maintenance can help to prevent problems from occurring. Which problems in your first answer may not have occurred if a regular preventative maintenance program was in place?

3) What types of problem are NOT faults with the computer (or network) or its software? Are these really faults?

4) List 5 ways of contacting a Help Desk.

5) What does 24/7 refer to?

6) A user contacts the Help Desk with the following problem:

“ My computer screen has strange coloring – there doesn’t seems to be any red
and it is difficult to read some menus”

What questions might the Help Desk operator ask?

7) Why is documentation of problem important?

8) What is an assets register? What might it contain?

9) What is meant by “jargon”? Why should it be avoided when dealing with Help Desk?

10) What tools may be used to help diagnose computer problems?

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by opatzg9

1)
2)defrag/scandisk/delteting temp files Keeps the creeping slow down of windows off a bit longer.
3)lockups due to static, memory leaks,... not really faults since all you do is reboot and it's fixed till next time.
4)phone, email, message board, walk up, route a snail mail.
5) 24 hours a day/7 days a week normal up time for servers/internet/convenience stores.
6)have you performed a shut down restart?
check the cables from the monitor to the pc,...
7)It will show problem pc's, repeat offenders, justify a help desk staff head count, supply [past resolutions.
8) an assets register tracks serial numbers of pc parts and software licensing to show all your legal issues pc wise as well as possible updates/ recycling times(or of lease dates)
9)PC tech terms talking, most end users dont understand that cpu is the chip in the box not the box itself. Hence the KISS method, Keep It Simple Stupid.
10)a post card, boot disk, pc tool disassembly kit, pc schematic for motherboard/jumper settings, spare vga card/monitor, operating system disk, nortons systemworks or other utility software.

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