1. A+ Guide to Hardware: Managing, Maintaining, and Troubleshooting, Sixth Edition Chapter 9, Part 2 Satisfying Customer Needs

2. © Cengage Learning 2014 Job Roles and Responsibilities PC support technician o Works on site, works closely with users and is responsible for ongoing PC maintenance o Prepare for a problem by performing routine preventative maintenance, keeping good records, and making backups of data A+ Guide to Managing & Maintaining Your PC, 8th Edition 2

3. © Cengage Learning 2014 Job Roles and Responsibilities PC service technician o Goes to a customer site in response to a service call o Usually not responsible for ongoing maintenance but do interact with users o Also known as computer repair technician or field service technician A+ Guide to Managing & Maintaining Your PC, 8th Edition 3

4. © Cengage Learning 2014 Job Roles and Responsibilities Technical retail associate o Work in a consulting role to advise customers about the best technology to meet their needs, how to apply the technology, and maybe how to configure it A+ Guide to Managing & Maintaining Your PC, 8th Edition 4

5. © Cengage Learning 2014 Job Roles and Responsibilities Bench technician o Works in a lab environment, might not interact with users, and is not permanently responsible for them A+ Guide to Managing & Maintaining Your PC, 8th Edition 5

6. © Cengage Learning 2014 Job Roles and Responsibilities Help-desk technician o Provides telephone or online support o Remote location puts them at a disadvantage A+ Guide to Managing & Maintaining Your PC, 8th Edition 6

7. © Cengage Learning 2014 Geek Squad Case File #37170 You are sent to set up a desktop publishing computer for a publisher, and you discover that the company is using a publishing program that you know does not have all the features of a competing program. You’re sure that the company could be much more productive using the other program. How do you convey this to the customer? o a. You don’t because the company is installing a new program and does not need to be told this isn’t the best. o b. Get the supervisor alone, and recommend the other program in private. o c. Mail an advertisement of the better product to the manager. o d. Tell the operators about the features of the other product in confidence so that they will know what to look for the next time A+ Guide to Managing & Maintaining Your PC, 8th Edition 7

8. © Cengage Learning 2014 Certification and Professional Organizations Certification and advanced degrees: o Proves competence and achievement o Improves job opportunities o Creates a higher level of customer confidence o Qualifies for promotions and other training or degrees A+ Guide to Managing & Maintaining Your PC, 8th Edition 8

9. © Cengage Learning 2014 Certification and Professional Organizations Computing Technology Industry Associate (CompTIA) – most significant certifying organization o A+ Certification – first choice for certification as a PC technician Microsoft and Cisco offer vendor specific certifications to support their products A+ Guide to Managing & Maintaining Your PC, 8th Edition 9

10. © Cengage Learning 2014 Record-Keeping and Information Tools Resources, records, and information tools: o The specific application, OS, or hardware you support must be available to you to test, observe, and study Use to re-create a customer’s problem when possible o Digital or printed copy of the same documentation the user sees o Any technical documentation available from manufacturer (beyond user manuals) o Online help targeted to field technicians and help-desk technicians A+ Guide to Managing & Maintaining Your PC, 8th Edition 10

11. © Cengage Learning 2014 Record-Keeping and Information Tools Resources, records, and information tools (cont’d): o Expert system – software that is designed and written to help solve problems Poses questions about a problem to be answered by technician or customer Responses trigger more questions until solution is suggested o Help desk tracking software – allows you to create, edit, and close calls for help (tickets) A+ Guide to Managing & Maintaining Your PC, 8th Edition 11

12. © Cengage Learning 2014 A+ Guide to Managing & Maintaining Your PC, 8th Edition 12 Figure 9-4 Spiceworks Help Desk Software allows you to create, edit, and close tickets used by technicians