2 Chapter Objectives In this chapter, you will learn about: •The troubleshooting process and thinking skills required •Communication skills for troubleshooting •How to use information resources to help solve computer problems •Diagnostic and repair tools •Strategies for troubleshooting •How to develop your own approach to problem solving A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition
3 What is Troubleshooting? •Troubleshooting is the process of defining, diagnosing, and solving computer problems •Uses thinking and communications skills, information resources, strategies, and methods •Is troubleshooting: –A step-by-step process? –An iterative process? –A scientific process? –A creative process? A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition
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