User Support Flashcards
What is a troubleshooting methodology?
A systematic approach to diagnosing and resolving issues
What are the basic steps in a troubleshooting methodology?
- Identify the problem
- Establish a theory of probable cause
- Test the theory
- Establish a plan of action
- Implement the solution
- Verify full system functionality
- Document findings
What is the difference between a server and a computer?
A server provides resources or services to other computers, while a computer is typically used by an individual for personal tasks
Name three common types of servers and their typical roles in a network.
- File Server
- Web Server
- Database Server
What are two effective training methods for new software applications?
- Hands-on training
- Guided tutorials
What is the CIA triad of security?
Confidentiality, Integrity, Availability
Why is the CIA triad important?
It protects computer systems and data from unauthorized access, corruption, and ensures accessibility
What are two communication skills to de-escalate a frustrated user?
- Active listening
- Empathy
How would you gather information from a user experiencing a problem?
By asking open-ended questions and encouraging them to describe the issue in detail
How would you guide a user towards a solution considering their technical expertise?
By using simple language and step-by-step instructions tailored to their comfort level
Why is it important to document issues and resolutions?
For future reference and to improve the efficiency of support processes
What are the basic functions of BIOS/UEFI?
To initialize hardware during the booting process and provide runtime services for operating systems
What is the role of a MAC address in network communication?
To uniquely identify devices on a local network
What is the role of an IP address?
To identify devices on a network and facilitate communication between them
What is the purpose of a subnet mask?
To define the network and host portions of an IP address
What is the role of a gateway in a network?
To act as an access point to another network, often the internet
Name two common printer troubleshooting techniques.
- Checking connections
- Restarting the printer
What is the importance of knowledge base articles in user support?
They provide users with self-service solutions and reduce the workload on support staff
What are two benefits of knowledge base articles?
- Quick access to solutions
- Consistency in support responses
What is virtualization?
The creation of virtual instances of resources, such as servers or operating systems
What are the benefits of virtualization in user support?
- Resource efficiency
- Cost savings
What is the difference between VoIP and traditional phone systems?
VoIP uses the internet for calls, while traditional systems use circuit-switched networks
What is the role of SIP protocol in VoIP communication?
To establish, maintain, and terminate communication sessions
What is the role of a SIP server?
To facilitate the signaling process in VoIP communications
Why is data backup important in user support?
To protect against data loss and ensure recovery in case of disaster
Name three common backup strategies.
- Full backup
- Incremental backup
- Differential backup
What is cloud storage?
A service that allows users to store data on remote servers accessed over the internet
What are the advantages of cloud storage over traditional storage solutions?
- Scalability
- Accessibility from anywhere
Identify five common user support problems.
- Internet connectivity issues
- Software installation problems
- Hardware malfunctions
- Printer issues
- Account access problems
How would you assess the needs of a new user?
By conducting a needs analysis and asking about their experience and requirements
What are two effective methods for evaluating the effectiveness of a training program?
- Surveys
- Performance assessments
