For P1, learners are expected to explain the tools
(such as software diagnostic tools) and techniques (such as questioning) that
enable the IT support technician to identify faults. Reference to sources of
advice and guidance could be usefully incorporated here.
Tools:
Troubleshooting is often used to
repair or help you with repairing a program or process. If the application has
not been resolved, it will bring up a list of different steps you can perform
in order to fix the problem.
Defrag is a tool that is
commonly used to clean up your hard drive. Sometimes when data is stored onto your
hard drive, bits get lost and this means that it takes longer for your PC to
find it. Defrag basically puts everything back in order so that you’re
PC can find it quickly and efficiently.
Disk Clean-up is used to create
more space on your hard drive. It basically finds files that are of no use to
you anymore and deletes them, giving you a little more space for other
documents.
Anti-Virus a very important tool
that every PC should have. The Anti-Virus is used to prevent malicious software
from getting into your PC and causing havoc. Programs like, AVG, and
Norton are popular choices for preventing viruses.
Software and Hardware Diagnostics is used to identify
problems with both Software and Hardware within your PC. It tests the software
for potential faults that may occur and tells you how you can prevent or fix
the problem before it happens.
Monitoring tools are used for
monitoring what happens on a PC(s). The most common monitoring tool are
Parental Controls, used to control what the children can look at online and
download. Schools and many companies also have monitoring tools to keep
students and employees in check.
VNC (Virtual Network Computing) allows the owner of
the PC to remotely access the PC from another. From this they can
see what the non-admin is doing and also control the mouse. This is
commonly used in IT support so that problems can be fixed without the
technician coming down to sort out the problem.
Multimeter is used to check the
voltage, current, and resistance of an electrical appliance, for example, a PC.
A Toolkit is very handy when
working for Technical Support because if hardware needs to be looked at or
replaced, a toolkit has all the tools needed to open up the PC.
Ethernet cable testing is used to see of
the Ethernet cable is capable of carrying a signal, to and from the
PC.
Control Panel .e.g. install/uninstall is basically what is
says on the tin. It allows the user to install and uninstall any program of
their choice, with relative ease.
Task manager allows you to see
what applications are running on your PC. From here you can end the process.
Techniques:
Questions - IT technicians will
ask questions to the customer to help them have more of an idea of the problem
in hand. They may either ask face to face or on the telephone, depending
on where they are. Asking questions are a useful technique
because without this, it will take the technician longer to find what the
problem is and then solve it.
Fault Log - A fault log is used
to take note of all problems that have occurred and it describes them in
detail. This allows the technician to keep track of previous faults and if the
fault happens again, they can solve it easily by looking at what they did
to solve it before.
A fault log is usually on a PC, but IT technicians may
have a paperback version for backup or ease of use.
Monitoring - This is
used in companies and it allows the technician to have control over the user’s
computer and solve the problem that way, e.g. VNC, RDP (Remote Desktop
Protocol). This way is effective if its software based problem as the
technician doesn't have to go to the computer personally and waste time.
Solution Database - A solution database
is what it says on the tin. When a fault occurs that has happened before, you
can access the database and find out what you have to do in order to solve
the problem. When a new problem is solved, it will be added to the database
for future reference.
Future Trends:
Technology is improving and expanding every day.
People want to make technology faster, more efficient, all-in-all, better. The
reason for this is the demand from the public; people want better phones,
better cameras, etc.
Things like X-rays, heart monitors, etc., need to be
updated every few months, so that doctors and nurses can find problems with
patients faster, and more efficiently, with could potentially be the difference
between life and death in some cases.
The Google Glass is a new product that allows you
access the internet, speak to friends on family and Skype, and more, from
simply looking. The Google Glass, is essentially a pair of glasses that has a
small transparent display in it, so whilst you are walking down the road, you
can play, whilst still seeing at the same time. It's not play though; Google
Glass can be used for on-the-go conference meetings. This allows meeting to
take place anywhere in the world, without physically having to be in the same room.
Another technology that is rapidly
getting more popular is the Cloud. The Cloud is basically an online system for
storing data. This allows people, or even company's, to back-up their work or
systems online. If work is lost on their own PC, then can simply go onto the
cloud and access your work anywhere in the world, on demand.
As technology grows, there
are more jobs becoming available for people, and in this day in age, jobs are
fairly hard to come by. Customers are finding it easier to purchase products
online due to the online customer services become better and more efficient.
Many company's now are implementing video talk with customers, this allows
you to physically speak to someone whilst you show them what's wrong with your
product.
