Chapter 12
Expert system
Poses questions about a problem to be answered by technician or customer Responses trigger more questions until solution is suggested
Requirements for a virtual machine computer:
Processor should be a multicore processor Need extra amounts of RAM when a computer is running several VMs Each VM must have an OS installed Make sure you have adequate hard drive space for each VM
Certification and advanced degrees:
Proves competence and achievement Improves job opportunities Creates a higher level of customer confidence Qualifies for promotions and other training or degre
Complete these tasks before closing the call
Reboot PC to make sure you have not caused a problem with the boot Allow the customer enough time to be fully satisfied that all is working Ask user to verify any restored data Review service call with the customer Explain preventative maintenance to the customer
What should you do after finishing your PC repair?
Reboot PC to make sure you have not caused a problem with the boot Allow the customer enough time to be fully satisfied that all is working Ask user to verify any restored data Review service call with the customer Explain preventative maintenance to the customer
Working With a Customer On the Phone
Requires more interaction with customers Must be able to visualize what the customer sees Patience is required if dealing with novice user If call is disconnected, call back immediately Don't eat or drink while on the phone If caller must be put on hold, tell them how long it will be before you get back to them Speak clearly and slowly Keep small talk upbeat and positive
What is the primary importance of a chain of custody document?
Shows who has handled the evidence.
You have exhausted your knowledge of a problem and it still is not solved. What should you do?
Sometimes, a problem needs to be assigned to someone higher in the support chain If that happens, follow through to make sure the customer and new support person have made contact
Resources, records, and information tools
The specific application, OS, or hardware you support must be available to you to test, observe, and study Use to re-create a customer's problem when possible Digital or printed copy of the same documentation the user sees Any technical documentation available from manufacturer (beyond user manuals) Online help targeted to field technicians and help-desk technicians
Dealing With Prohibited Content and Activity
Things you need to know: Go through the proper channels when you suspect an infringement of the law What data or device should you preserve as evidence for what you believe has happened? What documentation are you expected to submit and to whom is it submitted? Proper documentation surrounding evidence is crucial to criminal investigation Includes chain of custody documentation (who's handled evidence)
List the ten traits that distinguish competent and helpful technicians from incompetent or unhelpful technicians in the eyes of customers:
Trait 1: A positive and helpful attitude Trait 2: Listening without interrupting your customer Trait 3: Proper and polite language Trait 4: Sensitivity to cultural differences Trait 5: Taking ownership of the problem Trait 6: Dependability and reliability Trait 7: Credibility Trait 8: Integrity and honesty Trait 9: Know the law with respect to your work Observe the laws concerning use of software Trait 10: Looking and behaving professionally
Electrical equipment damaged physically, exposed to water, moisture, or electrical shorts
Unplug Immediately
Requirements for high-end workstations:
Use a motherboard that provides quad channels for memory and plenty of memory slots (for lots of RAM) Use a powerful multicore processor with a large CPU cache Use fast hard drives with plenty of capacity Use a high-end video card
Audio and Video editing workstations require a mid-range to high-end workstation:
Use a motherboard that supports dual, triple, or quad channel memory running at least 1600 MHz RAM speed Use a Core i7 or higher processor Install at least 16 GB RAM; more is better Select a good video card that has a GeForce GTX graphics processor or better Use a double-sided, dual layer DVD burner Install one or more fast and large hard drive
When you arrive for an on-site service call, how important is your greeting? What would be a good greeting to start off a good business relationship?
Very important, Greet customer in a friendly manner and shake hands.
Questions that can help identify the problem:
What error messages, unusual displays, or failures did you see? Describe the problem. When did the problem start? What was the situation when the problem occurred? What programs or software were you using? Did you move your computer system recently? Has there been a recent thunderstorm or electrical problem? Have you made any hardware, software, or configuration changes? Has someone else used your computer recently? Is there some valuable data on your system that is not backed up that I should know about before I start working on the problem? Can you show me how to reproduce the problem?
Technical Retail Associate
Work in a consulting role to advise customers about the best technology to meet their needs, how to apply the technology, and maybe how to configure it
Bench Technician
Works in a lab environment, might not interact with users, and is not permanently responsible for them
PC support technician
Works on site, works closely with users and is responsible for ongoing PC maintenance Prepare for a problem by performing routine preventative maintenance, keeping good records, and making backups of data
Thin Client
a computer that has an OS but has little computer power and might only need to support a browser used to communicate with the server Server does most of the processing To reduce costs, configure it to meet only the minimum requirements for Windows
Help desk tracking software
allows you to create, edit, and close calls for help (tickets)
Virtualization server
provides a virtual desktop for users on multiple client machines
Thick Client (also called FAT client)
regular desktop computer or laptop that is used as a client by a virtualization server
Expert system
software that is designed and written to help solve problems
Other dangers
1. Chemical Burns 2. Cables that can cause people to trip 3. Heavy equipment that can hurt a technician's back 4. Sharp edges in and around case
Home server PC is useful to share files among several computers on a small home network
A processor with moderate power Storage speed and capacity need to be maximized Network transfers need to be fast, especially for streaming videos and movies Printer sharing Onboard video works well Windows 7 can be used, but Windows Home Server 2011 is a better option
Computing Technology Industry Associate (CompTIA) - most significant certifying organization
A+ Certification - first choice for certification as a PC technician
A custom-built HTPC needs to include
Applications software HDMI port to connect video output to television Cable TV input Satellite TV input Internet access Remote control Low background noise Surround sound Case form factor - small enough to fit on a shelf of an entertainment center
When making an on-site service call, what should you do before making any changes to software or before taking the case cover off a computer?
Ask the customer if you have approval
Working With a Customer On Site
Avoid distractions Don't accept personal calls on your cell phone Answer calls from work, but keep call to a minimum If you must excuse yourself, explain to the customer and return as soon as possible Be as unobtrusive as possible as you work Keep tools and papers out of customer's way Protect customer's confidential materials Ask customer if they would like to put confidential materials away
List the textbook's suggestions for dealing with customer complaints:
Be an active listener, and let customers know they are not being ignored Give the customer a little time to vent, and apologize when you can Start conversation over from beginning Don't be defensive Know how your employer wants you to handle a situation where you were verbally abused If the customer is complaining about a product or service that is not from you company, don't say "That's not our problem" If the complaint is against you or your product, identify the underlying problem if you can Sometimes simply making progress or reducing the problem to a manageable state reduces the customer's anxiety Point out ways you think communication could be improved
When the customer complains:
Be an active listener, and let customers know they are not being ignored Give the customer a little time to vent, and apologize when you can Start conversation over from beginning Don't be defensive Know how your employer wants you to handle a situation where you were verbally abused If the customer is complaining about a product or service that is not from you company, don't say "That's not our problem" If the complaint is against you or your product, identify the underlying problem if you can Sometimes simply making progress or reducing the problem to a manageable state reduces the customer's anxiety Point out ways you think communication could be improved
What tips should you follow when working over the phone with a customer who isn't knowledgeable about using computers?
Be specific with your instructions Don't ask the customer to do something that might destroy settings or files without having them back up first Ask customer what is displayed on the screen to help track keystrokes Follow along at your own PC Give the customer plenty of opportunity to ask questions
When trying to solve a problem over the phone and the customer is not knowledgeable:
Be specific with your instructions Don't ask the customer to do something that might destroy settings or files without having them back up first Ask customer what is displayed on the screen to help track keystrokes Follow along at your own PC Give the customer plenty of opportunity to ask questions Compliment the customer whenever you can If customer cannot help you solve the problem without a lot of coaching, tactfully request that the caller have someone with more experience call you
One job that might never include interacting with the PC's primary user?
Bench Technician
You make an appointment to do an on-site repair, but you are detained and find out that you will be late. What is the best thing to do?
Call the customer and let them know your approximate arrival time.
When someone calls your help desk, what is the first thing you should do?
Clearly identify yourself and your organization
When the customer is overly confident:
Compliment the customer's knowledge, experience, or insight Slow the conversation down Don't back off from using problem solving skills Be careful not to accuse the customer of making a mistake Even though the customer might be using technical jargon, do not use jargon back to the customer
Initial Contact With a Customer
Customers expect both technical and interpersonal skills Technicians should: Know the problem to be addressed The urgency of the situation What computer, software, and hardware need servicing Arrive with a complete set of equipment needed Greet customer in a friendly manner and shake hands Listen and ask questions
When working at a user's desk, follow these guidelines:
Don't take over the mouse or keyboard without permission Ask permission to use the printer or other equipment Don't use the phone without permission Don't pile your tools on top of user's papers Accept personal inconvenience to accommodate the user's urgent business needs If user is present, ask before making a software or hardware change
If you need to make a phone call while on a customer's site and your cell phone is not working, what do you do?
Explain why you need to use their phone and ask permission first before using the customer's phone and make your call short.
You receive a phone call requesting on-site support. They've given you their name and contact information, and you've verified that the user is entitled to support. What do you do next?
Follow company policies to obtain further information Open up conversation for caller to describe problem
Gaming PC
Gaming PCs require powerful processors and high-end video and sound cards Some gamers overclock their CPUs or use dual video cards Must also ensure cooling methods are adequate Today, gamers can purchase PCs built specifically for gaming enthusiasts
PC Service Technician
Goes to a customer site in response to a service call Usually not responsible for ongoing maintenance but do interact with users Also known as computer repair technician or field service technician
Beginning a phone call professionally
Identify yourself and your organization Ask for and write down name and number of caller Follow company policies to obtain further information Open up conversation for caller to describe problem
After you have interviewed the user:
If you don't understand what customer is telling you, ask open-ended questions to try to narrow down the specifics of the problem Re-create the circumstances that existed when the problem occurred in as much detail as possible Make no assumptions Use diplomacy and good manners
Set and Meet Customer Expectations by doing the following:
Important to create an expectation of certainty with customers Establish a timeline with your customer for completion of a project Keep customer informed of progress Give the customer an opportunity to make decisions about repairs Repair or replace? Help them decide which is to their advantage
The Job Isn't Finished Until the Paperwork Is Done
Include in documentation sufficient details broken down by: Cost of individual parts Hours worked Cost per hour Make detailed notes so that you can use them later when solving similar problems Record initial symptoms of the problem, the source of the problem, how you discovered the source, and how the problem was solved
Planning for Good Service
Initial contact Interview customer Set and meet customer expectations Working w/ customer (on-side, on phone, difficult) Customer decides when work is done Escalation Paperwork
Important principles to keep in mind when customizing a system for a customer:
Meet application requirements - consider any special hardware the applications might require Such as digital tablet for graphics applications Balance functionality and budget Put the most money on hardware components that are most needed for primary purpose Consider hardware compatibility Start with motherboard and processor
Name five job roles that can all be categorized as a PC technician.
PC support technician PC service technician Technical retail associate Bench technician Help-desk technician
