IT Technical Support

1. IT Technical Support Session 4 Technologies and Tools in Technical Support Btec National Diploma - Level 3

2. Aims • Currently used technologies(Email, Software Diagnostic Tools, Control Panel tools) • Future Trends Btec National Diploma - Level 3

3. Currently Used Technologies • Three of the technologies which IT support technicians may use daily: • Email • Software Diagnostic Tools • Control Panel Btec National Diploma - Level 3

4. Email • A lot of company correspondence is changing to Email rather than letters • On-line statements • Bills • Remittance advices • Vouchers • Airline tickets • Can send an email to more than one person Btec National Diploma - Level 3

5. Distribution Lists • Activity – in small groups write a definition of a “Distribution List” • Distribution List is a collection of email addresses which can be referred to by a single group name • Created from addresses in Address Book (Contacts) or copied from an email • Activity – in small groups list at least three situation where you would use a Distribution List to provide technical support Btec National Diploma - Level 3

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8. Software Diagnostic Tools • Over to you: What is Diagnostic Software? • Diagnostic Software attempts to diagnose a problem; it identifies possible faults and offers solutions • Can be essential when troubleshooting • Can provide much needed information • Can be used to eliminate what is, leaving you with what is not working • Can you think of examples? Btec National Diploma - Level 3

9. Control Panel • What is Control Panel? • Control Panel is a folder which offers routes to software application tools that can be used to manage the computer system • Access to everything needed to control a PC • Provides options to customise the appearance and functionality of computer • Can you think of examples? • It is essential that you become very familiar with all these tools and their functions Btec National Diploma - Level 3

10. Through Administrative Tools – Computer Management: Btec National Diploma - Level 3

11. Through System Properties: Btec National Diploma - Level 3

12. Registry • Activity – What is the registry and what is it used for? • 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! Btec National Diploma - Level 3

13. Future Trends • Increasing reliance on remote support • End user must agree to accept remote contro and can cancel at any time • Monitoring can be done without user’s knowledge, e.g. WinVNC • Balance rights and responsibilities – help users while allowing them privacy Btec National Diploma - Level 3

14. Future Trends • Development of systems that analyse and report on faults for other users such as planning corporate training programmes • Collect data, analyse and use in strategic decision making • Same fault involving equipment from specific supplier • Same user often making mistakes • Same questions asked by many users • Automated analysis speeds up the process Btec National Diploma - Level 3

15. Future Trends • Development of central infrastructures, contracted out offshore services • Off-shore call centres • Remote support from anywhere • Continued development of software tools, including diagnostic software and tools to aid correction of faults Btec National Diploma - Level 3

16. In Conclusion • Currently used technologies • Email, • Software Diagnostic Tools, • Control Panel tools, • Registry • Future Trends • Reliance on remote support • Analyse fault reporting for strategic decision-making • Central Infrastructure, off-shore services • Continuous development of support tools Btec National Diploma - Level 3