IT Technical Support

1. IT Technical Support South Nottingham College

2. Aims • Knowledge of the Registry • Discuss the tools available to support a technician • Gain an understanding into the techniques used by a technician

3. Registry • The Registry stores settings that Windows makes itself, e.g. the hardware configuration identified during the boot process • Used by different software applications and the operating system to store variable values • WARNING! Do not touch!

4. Software diagnostic and monitoring tools • As each new operating system is introduced, so too are diagnostic and monitoring tools aimed to help the user – and support technicians – track down faults and improve the running of the computer system. • Here are some examples of tools: • POST • Event Viewer • Scan Disk • Anti Virus • DXDIAG • Remote diagnostic connections • MemTest

5. POST • Power On Self Test • When you turn on a computer, the POST checks the hardware to make sure everything is functioning correctly before the operating system is loaded and run • If there are problems and these are found before the screen is operational, a sequence of beeps is used to indicate the nature of the fault. Once the screen is operational, an error code is given on-screen instead, showing which device is not functioning properly.

6. Event Viewer • Event Viewer is an Administrative Tool, available from the Control Panel. • Windows XP® records events in the Application, Security and System logs. • Used to predict and identify the sources of system problems.

7. Scan Disk & Defrag • ScanDisk is a Windows utility used to check your hard disk for errors and to correct problems that are found. These errors often occur when Windows locks up and must be restarted. • Disk defragmentation describes the process of consolidating fragmented files on your computer's hard disk. • Disk Defragmenter is a tool that rearranges the data on your hard disk and reunites fragmented files so your computer can run more efficiently.

8. Virtual Networking Computer • Stands for virtual networking computer: a graphical desktop sharing system that allows remote control of another computer.

9. Techniques • There are two main sources of information – the user who is having a problem and any written record of faults and how they have been solved in the past. Extracting information from both these sources is essential. • Open Questioning (Considering different types of user i.e. experienced, novice, technical) • Direct Questioning (Considering different types of user i.e. experienced, novice, technical) • Fault log & Solution Database • Call logging system

10. Questioning • To start with you mostly have to begin with a very open question i.e. “What type of problem are you having” • Once you have the general idea of what kind of problem the End-User is having, then direct questioning can begin i.e. is the power on? etc

11. Fault Log & Solution Databases • A fault log is a record of events that occurred, and on occasion includes information regarding how the fault was fixed • The fault log can prove useful if a problem keeps happening, and the cause is unknown • Noting the date and circumstances that lead up to an error occurring can often work out the solution to the problem

12. Fault Log _ Continued • Information gathering – Fault Log Cont. • Microsoft example: if a serious error occurs then all the details are written to a text file (Fault log) and then send it to Microsoft

13. Fault Log _ Continued

14. Fault Log & Call logging System • Most problems relate to faults in the hardware and software being used or the way in which they are being operated by the end user. The fault log should be used to record all pertinent data about the fault. • Call logging system – a computerised system which is linked to a database of customers’ details and keeps a record of any communication with them. • Why??

15. Conclusion • Acquired Knowledge of the Registry • Discussed the tools available to support a technician • Gained an understanding into the techniques used by a technician