Can all users' computer problems be solved with remote help-desk support? Why or why not?

After you design and write your help-desk procedures to solve problems, what should you do next? How should help-desk procedures address complex problems that require administrative intervention?

How should you write your procedures based on your users' technical experience? Why do you need to consider the network and computer configuration when creating your procedures?

What has been your experience when calling a help desk? How well did the technician walk you through the process of solving your problem?

Symptoms of Problem 4: The internet is now showing no connection and even slow connection making it unstable. As a group, decide how to solve each problem by following these steps: 1. On separate sheets of paper, list the steps to verify and solve each problem. (This list of steps is sometimes referred to as a procedure, support matrix, or job aid.) 2. Double-check the steps by testing them on your computer. (In real life, you would test the steps using a computer attached to the network you're supporting.) When making your list of steps, allow for alternatives, b responds to certain questions. For example, you might include one list of steps for situations in which the user says others on the network are visible in the Network window and another list of steps for situations in v remote computers can be seen in the Network window. 3. For any problem that can't be solved by the procedure, the last step should be for help-desk personnel to escalate the problem. In your procedure, include questions to the user when appropriate. As you work, you m diagram or flowchart of the questions asked and decisions made. Here's an example of one step that involves a question: Question: Is your computer on? Answer: Yes, go to Step 3; no, go to Step 2. Now it is time to test your help-desk procedures by using them on another workgroup. Follow these steps: 1. Introduce one of your four problems on a computer connected to a network. 2. Have someone from another workgroup sit at your computer. The remaining steps in this sequence refer to this person as "the user." 3. Sit with your back to the user so that you can't see what he or she is doing. Place your step-by-step procedures in front of you, either on paper or on the screen. (It's helpful if you can sit at a computer connected to can perform the same steps you ask the user to perform. However, make sure you can't see the other computer screen or see what the user is doing.) 4. The user should attempt to access the network and then "call" your help desk for assistance. 5. Follow your procedure to solve the problem. 6. Revise your procedure as necessary. 7. Test all four help-desk procedures. REVIEW QUESTIONS 1. Can all users' computer problems be solved with remote help-desk support? Why or why not? 2. After you design and write your help-desk procedures to solve problems, what should you do next? 3. How should help-desk procedures address complex problems that require administrative intervention? 4. How should you write your procedures based on your users' technical experience? 5. Why do you need to consider the network and computer configuration when creating your procedures? N 6. What has been your experience when calling a help desk? How well did the technician walk you through the process of solving your problem? M 41 File Upload B Save Submit 11 Maximum upload file size is 10MB Choose a file or drag it here ---- |------ |---- ------------- --------