Resolving a Service Call in Visual Basic .NET

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2 Resolving a Service Call
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This chapter provides an introduction to resolving service calls and does not spe cifically address any exam objective.
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Why This Matters
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The purpose of this chapter is to teach you the logical processes involved in resolving a service call. Resolving a call involves gathering information, determin ing a solution or course of action, attempting and finding solutions or escalating the call, and informing the end user of your findings. In the first section, you learn what questions to ask and what details to note, such as whether the user has made any recent changes to the operating system or applications. Following that, you learn what steps are involved in determining a solution starting with locating information, then listing and trying possible solu tions, and finally either solving the problem or escalating it to a higher level of expertise. With the problem solved (or out of your hands), you then need to doc ument the call and communicate with the end user about the problem and its solutions. Understanding these concepts is fundamental to becoming a good desktop support technician (DST), and using problem-solving and personal skills such as these is required on a daily basis. Lessons in this :
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Lesson 1: Knowing What to Ask. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2 Lesson 2: Determining a Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-7 Lesson 3: Informing and Teaching the End User . . . . . . . . . . . . . . . . . . . . . . 2-24
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Before You Begin
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This chapter discusses the techniques that are involved with resolving service calls. Before you begin, ensure that you are familiar with the ideas described in 1, Introduction to Desktop Support.
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Resolving a Service Call
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Lesson 1: Knowing What to Ask
The most important part of troubleshooting is asking pertinent questions and listening to and making notes of the answers. The end user has many of the answers you need, but you must get the end user to share this information with you. You must listen, com municate, and ask the appropriate questions, all while making the end user feel helpful (and not the one to blame for the problem).
After this lesson, you will be able to
Describe the questions that you should ask to help determine the problem. Explain what the answers to those questions can tell you.
Estimated lesson time: 10 minutes
Asking Who, When, What, Why, and How
A reporter or policeman asks questions to obtain the required information to perform his or her job, and you will ask the same questions in your role as a DST. The informa tion that you acquire helps you to determine why the problem occurred, and with that knowledge you can often resolve the problem on your own. The following sections offer some common questions you should ask and what insights they yield.
Who
Who was using the computer when the problem first occurred Who else has been using the computer, and have they experienced similar problems Who has worked on this problem previously, if it has happened before Who has experienced the same problem on another computer (that you know of)
Note The answers to the Who questions tell you who has firsthand knowledge of the problem and if other users who access the same computer (under a different account) also encounter the problem. If multiple users have access but only one user encounters the prob lem, you have already narrowed the issue. You will also learn from these questions who has worked on the problem before, and whether other users on the network are having the same problem on their computers. If the latter is true, the problem could be a networkwide prob lem, such as a security policy issue, virus, or other glitch in the entire system.
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