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Help Desk

Help Desk . Common Support Problems. Common End User Problems. Although computer problems come in a variety of forms, most problems fall into one of six categories. These categories are as follows: hardware problems software problems user problems documentation problems vendor problems

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Help Desk

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  1. Help Desk Common Support Problems

  2. Common End User Problems Although computer problems come in a variety of forms, most problems fall into one of six categories. These categories are as follows: • hardware problems • software problems • user problems • documentation problems • vendor problems • facilities problems Certificate III Software Applications Common Support Problems

  3. Hardware Problems Most hardware problems stem from one or more of three sources: • hardware installation and compatibility problems • hardware configuration problems • hardware malfunctions Certificate III Software Applications Common Support Problems

  4. Hardware Installation & Compatibility Problems A large proportion of hardware problems occur when an end user purchases new hardware or an upgrade and attempt to use it. The product may be incompatible with existing hardware or it may have been installed incorrectly. Certificate III Software Applications Common Support Problems

  5. Hardware Configuration Problems Configuration problems are difficulties that occur when hardware (or software) settings are incorrect for the computer environment in which the component must operate. Hardware settings may be changed in several ways, including with small jumper pins, DIP switches, or by a software utility program to select among various hardware configuration options. Certificate III Software Applications Common Support Problems

  6. Hardware Malfunctions A small percentage of hardware problems result from hardware components that have never worked or no longer work. Certificate III Software Applications Common Support Problems

  7. Software Problems Most software problems stem from one or more of four sources: • software installation and compatibility problems • software configuration problems • software bugs • software performance problems Certificate III Software Applications Common Support Problems

  8. Software Installation & Compatibility Problems Although installation of new software products or upgrades to existing products are generally easier today than they were in the past, problems are more common during the installation process than after the software is operational. Installation software is special‑purpose utility software that aids in the installation of software packages. Not all software installs automatically. Certificate III Software Applications Common Support Problems

  9. Software Configuration Problems Some software problems are related to the way the software is configured to run on a system. Configuration problems occur when software options are not set correctly for the specific operating environment or hardware. Certificate III Software Applications Common Support Problems

  10. Software Bugs Bugs are errors in computer programs that occur when a programmer writes incorrectly coded instructions during the program development. Bugs occur more frequently in custom written and shareware programs than they do in mass market programs. Certificate III Software Applications Common Support Problems

  11. Software Bugs However, even the most popular software product can have known bugs on its release for sale. Vendors of these products distribute new versions, upgrades, new releases, updates or patches for existing versions. • a new version of a software package contains significant new features and is usually the result of a substantially rewritten program. • an upgrade is a new version of an existing program that is sold at a reduced cost to the owners of a previous version of the program Certificate III Software Applications Common Support Problems

  12. Software Bugs • a new release of a program is a distribution that contains some new features not found in the original program. • an update is a bug fix distribution that repairs known problems in a previous version or release of a software package. • a patch is a replacement for one or a few modules in a software package to fix one or more known bugs. • a service pack (or service release) contains both updates and patches to fix documented problems with a version of the program. Certificate III Software Applications Common Support Problems

  13. Software Performance Problems Performance problems are a category of problems whereby a system is operational, but does not operate as efficiently as it can or frequently stays on longer than it used to and that the system seems sluggish. Listed are some possible explanations for poor performance: • The hard disk may be fragmented files written on the disk in small chunks may take longer to read and write than files in contiguous sectors on the disk. A defrag utility can often fix this problem. Certificate III Software Applications Common Support Problems

  14. Software Performance Problems • The hard disk may be nearly full the operating system may not have enough unused space to write temporary files to the hard drive during its file management tasks. The user may need to back up and delete infrequently used programs and data files. • The hard drive may contain wasted space because links to free space are lost. The ScanDisk utility program can locate and reclaim lost space resulting from improperly linked allocation units on a disk. Certificate III Software Applications Common Support Problems

  15. User Problems Users unintentionally cause many support problems. These problems can be categorised as: • Mistakes • Misunderstandings • Wrong Products • Inadequate Training • Forgotten Information Certificate III Software Applications Common Support Problems

  16. User Problems Mistakes All end users, including computer professional make mistakes. Examples can include programmers that make a mistake in code that they are writing and introduce a bug into the program, an experienced data entry operator making an incorrect keystroke every so often. Certificate III Software Applications Common Support Problems

  17. User Problems Misunderstandings Other end user problems can be from misunderstandings about product features or limitations. Users may expect a product to be able to perform tasks for which it was not intended. Certificate III Software Applications Common Support Problems

  18. User Problems Wrong Products Users frequently purchase the wrong product to accomplish a task. They purchase software or hardware that is not compatible with their existing system. Examples include purchasing software that requires a later model processor or more memory than they currently have available, or inadvertently purchasing the Macintosh version of the software. Certificate III Software Applications Common Support Problems

  19. User Problems Inadequate Training Many problems occur because users are poorly trained or do not read the documentation that came with the hardware or software. A large amount of calls to Help Desks' are solved by referring user manuals. Certificate III Software Applications Common Support Problems

  20. User Problems Forgotten Information Users just plain forget how to perform a task or just don't remember how to find the information that they want or need. Users who forget their passwords are a prime example. People who use their computers infrequently are more likely to forget information. Certificate III Software Applications Common Support Problems

  21. Documentation Problems Another source of computer problems can be traced to documentation problems. Poorly organised and inaccurate documentation is still the direct cause of much misunderstanding and contributes to user frustration and the volume of calls a help desk receives. Well written user documentation takes time to develop and should include graphic information to enable learners to learn faster and retain information longer. Certificate III Software Applications Common Support Problems

  22. Vendor Problems Calls to a help desk or hotline are often related to vendor performance. Vendors can oversell their products by promising features that are not present in the final product. Certificate III Software Applications Common Support Problems

  23. Facilities Problems A small percentage of calls to a help desk relate to facilities problems such as viruses, backup media, security and ergonomic issues. Networks are a frequent source of problems that user support specialists encounter. However because network problems are often traceable to hardware (including hubs, routers, bridges, switches and gateways), software, operating systems, or other categories of problems discussed earlier, networks are not a unique problem category. Certificate III Software Applications Common Support Problems

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