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Tools and Techniques for IT Technical Support

This guide provides an overview of the tools and techniques used in IT technical support. Learn about diagnostic software tools, remote connections, questioning techniques, and more. Discover future trends in technical support and explore specific examples of tools and their uses.

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Tools and Techniques for IT Technical Support

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  1. 24 May 2018 IT Technical SupportBTEC Unit 28 Understand the tools and techniques used for technical support

  2. Objectives • Understand the tools and techniques used for technical support (LO1) • Tools: software diagnostic and monitoring tools eg VNC, remote diagnostic connections; other eg control panel • Techniques: direct questioning of users; recording faults and remedies eg fault log, solutions database • Future trends: possibilities eg increasing reliance on remote support, development of systems that analyse and report on faults for other uses such as planning corporate training programmes, development of central infrastructures, contracted out and offshore services

  3. Tools • IRC/Web chat • Conferencing software • Remote desktop • VNC • Logmein • Remote assistance • Netsupport • Email Support • Exercise – research specific examples of each of the above and write a paragraph explaining how they work and how they can aid support. Record your sources.

  4. Techniques – interacting with the customer • Explain what you are going to do (ask questions to establish best solution) • Questions • Open - get initial information • Probing – delve deeper into the issue • Closed – confirm understanding or closure • Listen – do not interrupt or jump to solutions, allow pauses • Use positive words – be energetic and enthusiastic • Be professional and confident • Tailor the conversation to the issue – avoid scripts • Empathise with the customer • Invite any other issues you can help with

  5. Techniques - process • Identify and evaluate the problem level – minor, major, catastrophic • Gauge the customer’s technical level – novice …. expert • Check for previous support tickets – known problem • Take detailed, useful ticket notes on every interaction • Direct customers to self-service solutions like Q&A, forums, and video • Keep solutions clear and easy to understand • Make it easy for customers to follow up • Be prepared to escalate tougher support requests

  6. Future trends • Chat bots – virtual customer assistance • Artificial intelligence – machine learning of handling issues • Augmented reality – support staff can see what the issue is, overlay response on to glasses • Predictive analysis • use help desk statistics to view what was done that reduced time on handling issues • What can be done in the future to reduce that time?

  7. Assignment 1 • You are working as a systems technician with some exposure to networked PC systems. • You have been asked, by your line manager, to produce some guidance for new Support team staff. It has been recommended that it is in the form of a leaflet or booklet. • Section 1 (Assessment criteria 1.1) • In the first section of your leaflet or booklet explain the tools (such as software diagnostic tools) and techniques (such as questioning) that enable an IT support technician to identify faults. You should provide details of sources of advice and guidance here.

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