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IT Technical SupportIT Technical Support

Session 4Session 4Technologies and Tools in Technologies and Tools in

Technical SupportTechnical Support

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AimsAims

Currently used technologiesCurrently used technologies(Email, Software Diagnostic Tools, Control (Email, Software Diagnostic Tools, Control Panel tools)Panel tools)Future TrendsFuture Trends

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Currently Used TechnologiesCurrently Used Technologies

Three of the technologies which IT support Three of the technologies which IT support technicians may use daily:technicians may use daily:– EmailEmail– Software Diagnostic ToolsSoftware Diagnostic Tools– Control PanelControl Panel

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EmailEmail

A lot of company correspondence is A lot of company correspondence is changing to Email rather than letterschanging to Email rather than letters– On-line statementsOn-line statements– BillsBills– Remittance advicesRemittance advices– VouchersVouchers– Airline ticketsAirline tickets

Can send an email to more than one Can send an email to more than one personperson

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Distribution ListsDistribution ListsActivity – in small groups write a definition of a Activity – in small groups write a definition of a “Distribution List”“Distribution List”Distribution List is a collection of email Distribution List is a collection of email addresses which can be referred to by a single addresses which can be referred to by a single group namegroup nameCreated from addresses in Address Book Created from addresses in Address Book (Contacts) or copied from an email(Contacts) or copied from an emailActivity – in small groups list at least three Activity – in small groups list at least three situation where you would use a Distribution List situation where you would use a Distribution List to provide technical supportto provide technical support

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Software Diagnostic ToolsSoftware Diagnostic ToolsOver to you: What is Diagnostic Software?Over to you: What is Diagnostic Software?Diagnostic Software attempts to diagnose Diagnostic Software attempts to diagnose a problem; it identifies possible faults and a problem; it identifies possible faults and offers solutionsoffers solutionsCan be essential when troubleshootingCan be essential when troubleshootingCan provide much needed informationCan provide much needed informationCan be used to eliminate what is, leaving Can be used to eliminate what is, leaving you with what is not workingyou with what is not workingCan you think of examples?Can you think of examples?

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Control PanelControl PanelWhat is Control Panel?What is Control Panel?Control Panel is a folder which offers routes to Control Panel is a folder which offers routes to software application tools that can be used to software application tools that can be used to manage the computer systemmanage the computer systemAccess to everything needed to control a PCAccess to everything needed to control a PCProvides options to customise the appearance Provides options to customise the appearance and functionality of computerand functionality of computerCan you think of examples?Can you think of examples?It is essential that you become very familiar with It is essential that you become very familiar with all these tools and their functionsall these tools and their functions

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Through Administrative Tools – Computer Management:

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Through System Properties:

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RegistryRegistryActivity – What is the registry and what is it Activity – What is the registry and what is it used for?used for?The Registry stores settings that Windows The Registry stores settings that Windows makes itself, e.g. the hardware makes itself, e.g. the hardware configuration identified during the boot configuration identified during the boot processprocessUsed by different software applications Used by different software applications and the operating system to store variable and the operating system to store variable valuesvaluesWARNING! Do not touch!WARNING! Do not touch!

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Future TrendsFuture Trends

Increasing reliance on remote supportIncreasing reliance on remote support– End user must agree to accept remote contro End user must agree to accept remote contro

and can cancel at any timeand can cancel at any time– Monitoring can be done without user’s Monitoring can be done without user’s

knowledge, e.g. WinVNCknowledge, e.g. WinVNC– Balance rights and responsibilities – help Balance rights and responsibilities – help

users while allowing them privacyusers while allowing them privacy

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Future TrendsFuture TrendsDevelopment of systems that analyse and Development of systems that analyse and report on faults for other users such as report on faults for other users such as planning corporate training programmesplanning corporate training programmes– Collect data, analyse and use in strategic Collect data, analyse and use in strategic

decision makingdecision making– Same fault involving equipment from specific Same fault involving equipment from specific

suppliersupplier– Same user often making mistakesSame user often making mistakes– Same questions asked by many usersSame questions asked by many users– Automated analysis speeds up the processAutomated analysis speeds up the process

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Future TrendsFuture TrendsDevelopment of central infrastructures, Development of central infrastructures, contracted out offshore servicescontracted out offshore services– Off-shore call centresOff-shore call centres– Remote support from anywhereRemote support from anywhere

Continued development of software tools, Continued development of software tools, including diagnostic software and tools to including diagnostic software and tools to aid correction of faultsaid correction of faults

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In ConclusionIn ConclusionCurrently used technologiesCurrently used technologies– Email, Email, – Software Diagnostic Tools, Software Diagnostic Tools, – Control Panel tools, Control Panel tools, – RegistryRegistryFuture TrendsFuture Trends– Reliance on remote supportReliance on remote support– Analyse fault reporting for strategic decision-Analyse fault reporting for strategic decision-

makingmaking– Central Infrastructure, off-shore servicesCentral Infrastructure, off-shore services– Continuous development of support toolsContinuous development of support tools