By Walter Glenn, Tony Northrup
Техническая поддержка и устранение неполадок в MS home windows XP. Учебный курс Microsoft, 2-е изд.
Самообучающее пособие по экзаему Майкрософт 70-272Supporting clients and Troubleshooting machine functions on Microsoft home windows XP Self-Paced education equipment eBook
MCDST Self-Paced education package (Exam 70-272)
Read or Download MCDST Self-Paced Training Kit (Exam 70-272): Supporting Users and Troubleshooting Desktop Applications on Microsoft Windows XP (Pro-Certification) PDF
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Extra resources for MCDST Self-Paced Training Kit (Exam 70-272): Supporting Users and Troubleshooting Desktop Applications on Microsoft Windows XP (Pro-Certification)
Administrators will handle configuration problems that the help desk fails to solve and will handle all operating system and hardware issues. The engineer group will handle any technical problems that occur on the server. Group the following list of tasks according to which support tier you think would han dle them. Tiers include: Tier 1-Help Desk; Tier 2-Administrator; and Tier 3-Engineer. ■ Adjust display settings ■ Troubleshoot video driver problems ■ Troubleshoot registration problems that occur on the server ■ Adjust audio settings ■ Troubleshoot joystick problems ■ Configure the game to play on a home network ■ Troubleshoot networking issues preventing a customer’s computer from connect ing to the server ■ Register the product online 1-16 Chapter 1 ■ Introduction to Desktop Support Deal with server crashes resulting from too many requests for service Lesson Review The following questions are intended to reinforce key information presented in this lesson.
Repair Shops and Private Businesses DSTs also find their niche as members of small repair shops, large repair shop chains, computer sales chains, computer manufacturers, or hardware testing labs. They can also start their own computer-repair business. If you intend to work as a DST in any of these settings, you should also be either A+ or Network+ certified. Unlike a desktop technician, an employee at a repair shop or one who owns his or her own business has much more hands-on computer work than those who answer phones.
Tier 1 personnel should be able to handle most of these calls. After you’ve gained some experience as a DST, you’ll be able to determine how expe rienced the user is after speaking with him or her for only a few minutes. In the interim, you’ll learn how to work with and assist the different types of end users by communicating with them through written scripts and by following specific (and proven) troubleshooting guidelines. Tip Keep in mind at all times that you will be assisting all levels of users; never assume that the user knows less than you.