Date post: | 08-Aug-2015 |
Category: |
Technology |
Upload: | meljun-cortes |
View: | 47 times |
Download: | 1 times |
© 2007 The McGraw-Hill Companies, Inc. All rights reserved
OverviewIn this chapter, you will learn to
Describe how computers work
Explain the nuances of dealing with customers
Implement a troubleshooting methodology
© 2007 The McGraw-Hill Companies, Inc. All rights reserved
Computing ProcessThree key components
Input
Processing
Output
Storagealso needed
© 2007 The McGraw-Hill Companies, Inc. All rights reserved
Computing Process—Game Example
Same process in a gameInput with keyboard or mouseProcessed by CPU and serversOutput by sound and video cards
CPU, the w key was just pressed.
I want to go over there.
Okay controller!Taking care of it.
© 2007 The McGraw-Hill Companies, Inc. All rights reserved
Computing Process—Game Example
Processing involves many components
Okay boss, I’m sending the files
now!
Joe wants to go to the island. Hard drive, get the files to RAM; NIC, grab the new data from the server.
Okay CPU, grabbing those packets now.
I’m getting those files from the hard drive.
© 2007 The McGraw-Hill Companies, Inc. All rights reserved
Computing Process—Game Example
Output can be multiple componentsSound and video
Video and Sound, here’s the new data.
Okay CPU, got your changes.
Okay CPU, got the new sound.
Sound cardVideo card
© 2007 The McGraw-Hill Companies, Inc. All rights reserved
Sound card
Video card
Computing Process—Game Example
Monitor, update NOW!
Wow, another command from the video card. It
just never stops
And the music plays on.
© 2007 The McGraw-Hill Companies, Inc. All rights reserved
Computing Process—Game Example
Communicating withservers
Second Life servers
Internet
© 2007 The McGraw-Hill Companies, Inc. All rights reserved
TroubleshootingGood techs understand the components
used for different processesInputProcessingOutputStorage
Knowing which device is used for which process makes troubleshooting easierSound problem: look at sound componentsVideo problem: look at video components
© 2007 The McGraw-Hill Companies, Inc. All rights reserved
Dealing with CustomersEliciting answers
Listen to the customerUse nonaccusatory communicationsNOT, “What did you do?”Instead, “When did it last work?”
IntegrityRespect privacy and property of userAvoid learning other’s passwordsEthic of reciprocity (or the Golden Rule)Never do work outside the scope of your duties
without approval from your supervisor
© 2007 The McGraw-Hill Companies, Inc. All rights reserved
Dealing with CustomersRespect
Communicate with users the way you want them to communicate with you
Act and speak professionallyRemain positive
If the customer begins to get angry, remember they aren’t angry with you—they are frustrated with the situation
Don’t let outside interruptions affect your workDon’t take personal calls
Remember, without the user needing a tech, you wouldn’t have a job
© 2007 The McGraw-Hill Companies, Inc. All rights reserved
Dealing with Customers Assertive Communication
1. Show understanding and empathy– “I understand how frustrating it feels to lose data.”
2. State the problem clearly– “Help me understand how the network cable keeps
getting unplugged during your lunch hour.”
3. State what’s needed– “I can’t promise the keyboard will work well if it
gets dirty.”
© 2007 The McGraw-Hill Companies, Inc. All rights reserved
Troubleshooting Methodology
Be prepared with thetools for the jobTech Toolkit (discussed
in Chapter 2)Also bring FRUs
(spare parts)
BackupEnsure the user’s data is backed up before
taking action that could compromise the data
© 2007 The McGraw-Hill Companies, Inc. All rights reserved
Troubleshooting Methodology
StepsAnalyze the problem
Identify possible solutionsFor example, consider power, connectivity, CMOS, OS
TestTest your possible solutionsTest only one solution at a time If an action doesn’t solve the problem, return the system
to its previous state
CompleteEvaluate—check all results of your actionsEscalate—ask for help if necessaryClean up the work environmentDocument—follow your company’s policies