1. Help Desk Troubleshooting Computer Problems

2. 2 Certificate III Software Applications Troubleshooting Computer Problems Solving computer problems is one of the most critical and frequent task user support specialists perform. These problems, presented by users can cover a wide range, including requests for information, questions about how to perform a task, complaints about a product or feature, or a problem that involves hardware or software.

3. 3 Certificate III Software Applications Troubleshooting Computer Problems What is Troubleshooting? Troubleshooting is the process of defining, diagnosing and solving computer problems. One form of solving computer problems may be a series of sequential steps.

4. 4 Certificate III Software Applications Troubleshooting Computer Problems Sequential Problem Solving Process Collect information to clarify problem Consider alternative explanations Formulate hypothesisAnalyse resultsTest hypothesis

5. 5 Certificate III Software Applications Troubleshooting Computer Problems Iterative Problem Solving Process Troubleshooting is often an iterative process, a process that involves several paths or approaches to problem solving. This means that the trouble ‑ shooter follows one sequence of steps for a while, then loops back and performs similar steps but down a different path.

6. 6 Certificate III Software Applications Troubleshooting Computer Problems Iterative Problem Solving Process The process can involve many false starts and temporary stops, as the trouble ‑ shooter pursues an approach. Collect information to clarify problem Consider alternative explanations Formulate hypothesis Test hypothesis Analyse results

7. 7 Certificate III Software Applications Troubleshooting Computer Problems Iterative Problem Solving Process An iterative process may seem repetitious, and in a way it is. Troubleshooting is not always a neat, linear, and orderly process. It is both an organised and creative process that requires flexibility and thinking skills and patience that will eventually lead to a satisfactory solution.

8. 8 Certificate III Software Applications Troubleshooting Computer Problems Iterative Problem Solving Process The tools user support specialists employ in troubleshooting can be physical tools such as a diagnostic program or a database of information, or they can be thinking skills, such as: problem solving problem solving critical thinking critical thinking decision making decision making

9. 9 Certificate III Software Applications Troubleshooting Computer Problems Iterative Problem Solving Process Path 1 Out of paper? Path 2 Paper jam? Path 3 Bad cable? The equipment doesn’t work State X : Current status State X : Current status The equipment works State Y : Goal State

10. 10 Certificate III Software Applications Troubleshooting Computer Problems Problem Solving Skills Problem solvers use a variety of thinking skills. For example, a problem solver may analyse a problem on the basis of: Analogies: Ways in which the current problem is similar to other problems that have been solved; "This problem with fonts in Excel is very similar to a problem with fonts in Word”

11. 11 Certificate III Software Applications Troubleshooting Computer Problems Problem Solving Skills Problem solvers use a variety of thinking skills. For example, a problem solver may analyse a problem on the basis of: Contradictions: Situations in which two facts cannot be true at the same time; “If this network card doesn't operate in one computer, but works in another one, the problem is unlikely to be a defective network card”

12. 12 Certificate III Software Applications Troubleshooting Computer Problems Critical Thinking Skills Critical thinking describes the cognitive skills a problem solver uses to analyse a situation, search for the underlying logic or rationale, and strive for alternative ways to explain an event or situation. To think critically is to use personal experience, the power of logical thinking, "mental models" of how things work, and various analytic tools to understand and explain a situation.

13. 13 Certificate III Software Applications Troubleshooting Computer Problems Critical Thinking Skills Creativity: The ability to find a novel or innovative solution to a problem. Trouble ‑ shooters that are creative have an ability to see problems from new or different perspectives. "A computer problem solver may discover a unique solution to a problem they have never seen before by thinking about how a similar item of hardware or software operates”.

14. 14 Certificate III Software Applications Troubleshooting Computer Problems Critical Thinking Skills Hypothesis: testing the ability to formulate a hypothesis, guess or make a prediction based on experience, about the cause of the problem. Design a test that will prove or disprove a hypothesis. “A problem solver may make an initial guess that garbage characters output on a printer are due to a faulty cable. They then may design a series of tests to determine if the cable is faulty. Trying another cable is an example of a test and if the printer functions correctly the trouble ‑ shooter has proved that the original cable is faulty and is likely to be the cause of the problem state”.

15. 15 Certificate III Software Applications Troubleshooting Computer Problems Critical Thinking Skills Metacognition: The ability to think about thinking. Good troubleshooters have the ability to step back from a problem solving situation and analyse their thought processes. Using metacognition, for example, a trouble ‑ shooter may realise that they are assuming a problem is hardware related, when in fact, it may be software related.

16. 16 Certificate III Software Applications Troubleshooting Computer Problems Critical Thinking Skills Examples of metacognitive questions trouble ‑ shooters can ask themselves include; what assumptions did I make that led me in the wrong direction? what assumptions did I make that led me in the wrong direction? where did I go wrong solving this problem? where did I go wrong solving this problem? why did one problem solving approach work when another one didn't? why did one problem solving approach work when another one didn't? how could I have solved this problem more effectively of efficiently? how could I have solved this problem more effectively of efficiently?

17. 17 Certificate III Software Applications Troubleshooting Computer Problems Decision Making Skills Decision making is the ability to select one alternative from among a number of alternatives, based on some evaluation criteria. For example business decisions can be based on criteria such as cost, output volume, profit margin, quality, customer service, or employee morale. Troubleshooters routinely use skills such as problem solving, critical thinking and decision making in their work, whether they are computer support specialists, fluid mechanics or a clock repairer.

18. 18 Certificate III Software Applications Troubleshooting Computer Problems Tools that Troubleshooters Use Most successful trouble ‑ shooters use tools that fall into one of five broad categories; communication skills information resources diagnostic and repair tools problem solving strategies personal characteristics

19. 19 Certificate III Software Applications Troubleshooting Computer Problems Communication Skills Trouble ‑ shooters use communication skills to get a basic description of a problem, to learn the user's perspectives on the problem, and to probe for additional information.

20. 20 Certificate III Software Applications Troubleshooting Computer Problems Communication Skills The five principal types of communication skills used to troubleshoot computer problems are; basic listening skills active listening active listening probes probes critical questions critical questions explanation explanation

21. 21 Certificate III Software Applications Troubleshooting Computer Problems Information Resources User support specialists require access to a various information sources to bring to a trouble shooting situation. Examples of information sources include: personal experience personal experience scripts scripts knowledge bases knowledge bases professional contacts & co-workers professional contacts & co-workers

22. 22 Certificate III Software Applications Troubleshooting Computer Problems Information Resources support vendors & contractors escalation or team problem solving

23. 23 Certificate III Software Applications Troubleshooting Computer Problems Diagnostic and Repair Tools Support specialists use a variety of diagnostic tools to detect and repair hardware, software and network problems. general purpose diagnostic tools hardware problem diagnosis software problem diagnosis network problem diagnosis

24. 24 Certificate III Software Applications Troubleshooting Computer Problems Problem Solving Strategies Trouble ‑ shooters often apply one or more common problem solving strategies. Shown below are seven commonly used strategies: look for an obvious fix try to replicate the problem examine the configuration view the system as a group of subsystems

25. 25 Certificate III Software Applications Troubleshooting Computer Problems Problem Solving Strategies use a model replacement strategy try a hypothesis ‑ testing approach try a hypothesis ‑ testing approach get back to a basic configuration get back to a basic configuration

26. 26 Certificate III Software Applications Troubleshooting Computer Problems Personal Characteristics of Successful Troubleshooters Personal characteristics play an important role in the trouble ‑ shooting process. These characteristics are listed below: patient and persistent patient and persistent enjoy the problem solving process enjoy the problem solving process enjoy working with people enjoy working with people able to learn able to learn