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tools and techniques used in technical support :


one thing that gets used are monitoring tools, and what this tool does is keeps a record of everything that is on your computer system. the thing that this is good at is identifying is the problem that you are having with your computer and it can also check what part of the system is causing the problem.

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there are two types of monitoring tools and they are:

• performance monitor
• event log book

performance monitor:

what this does is gives you a graph in different colours that shows a log of all  the system performance, all of the different colours represent different applications, and for example the red line is for the processor time. also you can add any different log if you wanted to find out how that application is working, and the way that you do this is by going to the control panel.

event log

event log book: and what this does is saves the entire event of the pc system, the way that you can see the event log is to go on to the control panel and then you click on administrative tools. once you are in administrative tools you go to the event viewer. there are three types of event viewing logs, that are applications, as you can see on the screen shot above most of the application are fine but the are some warning signs, and what this means is that there can be problems with this applications, the 8th and ninth one is the security event and what this does is show if there are an security errors and what the system one does is show all the warnings and errors of the pc system.

diagnostic tools: this is a program than can find all the problems in the pc's software ,hardware and the networking then you use the diagnostic tolls to fix them.

there are different types of diagnostic tools which are:

CMOS - this is a chip that carries information and it also helps the computer boot up another thing that this chip does is identifies the hardware, another thing is that CMOS is sometimes called BIOS which means basic-input-output-settings.

POST (power-on-self-test) - this is an hardware that can be plugged into the hard drive and basically if the there are any problems with the computer the POST will beep and there will be numbers represented on the display and each number is a different problem.

VNC this stands for virtual network computing is remote control software using the internet. and this can be used as a desktop sharing software and this means is that you can operate other computers form your own one and this will make life easier for the technician because they will not have to waste ten minutes walking to the computer instead they can do and move on to the next problem without moving

techniques used by IT support

questions: many technicians will ask questions that regard the problem on the pc. and asking these question will help the technician solve what might be the problem and some times they might not do it face to face it can be on the phone.

fault log: what this does is stores the faults on the pc with the description of the problem as well as possible. and there are three types of faults and they are network server tools, warnings of the entire pc system, security and application. and the third log is paper based this is were the technicians will write by hand, this type of log is used in small businesses.

monitoring: this is were the technician will take of the computer to see what the problem is but the way to do this the clients pc will have to have an internet connection and the same software on the technicians.

case study: this is specifying the computer for the marketing dept. like asking questions such as what was the problem and what happened, after you have done this you can write it in the fault logs, now that you have done this you can go away and fix the problem.