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Comptia A+ Certification: Comprehensive, 2009 Edition, by Axzo Press

By Axzo Press

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In their descriptions, they might not accurately explain the problems. A caller also might not directly ask the question; he or she might dance around it, leaving you to figure it out from the various clues given. If the user tried to fix the problem on his own and covered up the original problem with his attempted fixes or made the problem worse, he isn’t likely to want to admit this to you. If he tells you that he already tried a particular fix when you try to perform a step in your troubleshooting, calmly tell the user that in order to fix the problem, you yourself need to go through all of the most likely possibilities in an orderly manner.

Troubleshooting methodology Do it! B-4: 1–21 Ensuring customer satisfaction Here’s how 1 Working in groups, determine what you’d include in your SLA for a small workgroup that needs support for basic hardware and commercial software. 2 Compare your SLA with those of the other groups. 3 Create an SLA for a department that uses specialized hardware and custom applications, in addition to needing support for basic hardware and commercial software. 4 Compare your SLA with those of the other groups.

The SLA might also specify contact methods that should not be used. For example, some companies might not accept email requests for assistance or stopping techs in the hallways to ask for support. How soon the user can expect a response Tech support will usually send an e-mail message to let the user know that the request has been received and queued up for resolution. How soon the user can expect a tech to attempt to fix the problem The tech might need to do something behind the scenes to resolve the problem, might be able to walk the user through the problem over the phone, or might need to meet with the user in person.

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