Chapter 3 - A Guide to Computer User Support for Help Desk...

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A Guide to Computer User Support Fourth Edition by Fred Beisse Chapter 3 Skills for Troubleshooting Computer Problems
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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
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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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4 Sequential versus Iterative Problem-Solving Processes A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition
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5 A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition • A repetitious process • A creative process that requires flexibility • Involves several paths or approaches to problems • Steps are repeated in a loop until a fruitful path is found • Avoids hit-or-miss, trial-and-error approach to troubleshooting Troubleshooting as an Iterative Process
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6 A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition Problem solving Critical thinking Decision making Thinking Skills Used in Troubleshooting
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7 A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition Problem solving is a process that moves from the current state X to a goal state Y – Considers alternate paths to get from X to Y • Objective is to get from X to Y quickly, accurately, effectively, or efficiently • Look for: Analogies : how is this problem similar to others? Contradictions : two facts cannot be true at the same time Problem Solving
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8 A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition A Problem-Solving Model
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9 A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition Critical thinking is the cognitive skills used to: – Analyze a problem – Search for underlying logic or explanation – Find alternate ways to think about or explain an event or situation • Examples of critical thinking skills: – Mental models – Hypothesis testing – Creativity – Metacognition Critical Thinking
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10 A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition Mental model : a perceptual picture to help understand how a system works Hypothesis testing : a guess or prediction about the cause of a problem and a test to prove or disprove the hypothesis
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This note was uploaded on 04/05/2011 for the course CINT 214 taught by Professor Endris during the Spring '11 term at Ivy Tech Community College.

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Chapter 3 - A Guide to Computer User Support for Help Desk...

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