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Have you ever printed to that printer? |
While answering help desk calls, a field customer calls and complains that he cannot print to a workgroup laser printer. Which of the following should be the first question you ask? |
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Check the manufacture’s Web site for information about the error. |
You had just installed a new USB card reader in your Windows computer. Every time you perform a certain action using the card reader, you get an error message that you’ve never seen before. What should you do first? |
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Document the solution. |
You are responsible for managing the clients workstations at your company. A user in the conference room called concerning the digital projector and display issues when the projector is connected to his laptop. After identifying the cause and completely resolving the issue, the projector displays the images perfectly both on his laptop and on the projector. What should you do next in your troubleshooting strategy? |
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Test the solution. |
You are responsible for managing client workstations for your company. A user calls and explains that her monitor does not work. While troubleshooting the issue, you discover a bad video card in the system. You replace the card you connect the monitor cable to the card. What should you do next in your troubleshooting strategy? |
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Educate the user as to how the problem was resolved and verify that they are satisfied with the results. |
A user sends a print job to a network printer and it prints page after page of random characters. He calls the help desk and a technician discovers that somehow the wrong printer driver had been loaded on the users workstation. The technician loads the correct driver, verifies that the system works correctly, and documents the resolution. What else should she do? |
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Verify full system functionality. |
You are responsible for managing client workstations for your company. A user is unable to access data an external hard drive. You investigate the problem in determine that the USB cable connection to the hard drive is damaged. You replace the cable. What should you do next? |
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Identify the problem |
You are responsible for managing client workstations for your company. A frantic user calls you one morning exclaiming that "nothing is working." What should you do first in your troubleshooting strategy? |
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Perform a backup. |
You are responsible for managing client workstations for your company. A user reports that her system is running slow when saving files. You identify what has changed in determine that you would need to upgrade her hard disk. You identify the components that are required and decide to schedule the repair for later that afternoon. Up to this point, which step have you forgotten in your publishing process? |
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Save you time and money in troubleshooting problems. |
Good documentation will: |
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Create an action plan. |
You are responsible for managing client workstations for your company. A user reports that she can’t turn her computer on. After some investigation, you find that the power supply is malfunctioning. What should you do next? |
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Determine if anything has changed. |
You are responsible for managing client workstations for your company. A user reports that he can’t send print jobs to us to specific printer. You go to the user’s computer and reproduce the problem. What should you do next? |
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Determine if escalation is needed. |
You are responsible for managing client workstations for your company. A user reports that he cannot access several network files. After some investigation, you determine that the problem is with a network server. What should you do next? |
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