Chapter14 - Chapter 14: Troubleshooting and Problem...

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Chapter 14: Troubleshooting and Problem Resolution
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Help Desk It is likely that your first job working with a LAN will be as help desk support. Almost every System Administrator has worked their way up from the help desk and most consider it a rite of passage. Working on the help desk requires the ability to communicate with non-technical users. It also requires patience and an even temper as users will often vent their frustrations on support personnel. If a particular user is continually rude, bring the issue up with your manager. Some organizations have a job tracking database. Checking a caller’s prior job history might give clues to the problem that they are experiencing.
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Help Desk It is important to know when you should escalate a problem to someone higher up, such as a system administrator. Help desk personnel are not expected to be able to solve all problems. Don’t expect to be able to solve every problem instantly over the phone. You may have to tell a user that you will call them back so that you can research their problem.
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Troubleshooting Troubleshooting skills develop over time. Someone working on a help desk for some time is able to more quickly diagnose problems because they have seen most of them before. It can be difficult to diagnose a problem over the phone as many users don’t have the understanding to explain issues in more than general terms such as “I can’t get the Internet”.
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Troubleshooting As you become more experienced, you learn how to ask simpler questions of users that will allow them to provide you with the information you need. This often involves getting them to describe what they see, or whether or not a simple task works. Try to avoid getting users to perform complex diagnostic tasks as it rarely works out well.
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Information Sources One of the most important skills any person working with LAN
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Chapter14 - Chapter 14: Troubleshooting and Problem...

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