User Support 2 Flashcards
What steps would you take to diagnose and resolve an email application that is not sending or receiving messages?
- Check internet connection. 2. Verify email server settings. 3. Test sending/receiving from webmail. 4. Check for software updates. 5. Review firewall settings. 6. Restart application/computer.
Outline a logical troubleshooting process for a customer unable to print from their computer.
- Check printer power and connections. 2. Verify printer status and error messages. 3. Ensure correct printer is selected. 4. Review print queue for stuck jobs. 5. Test printing from another application. 6. Restart printer and computer.
What steps would you take to investigate a user’s computer that is running very slowly?
- Check for excessive background processes. 2. Review disk space and clear unnecessary files. 3. Run antivirus/malware scans. 4. Check for software updates. 5. Evaluate hardware performance (RAM, CPU). 6. Consider system restore or clean installation.
Explain the fundamental differences between RAM and ROM.
RAM: volatile memory used for temporary data storage. ROM: non-volatile memory used for permanent data storage.
Describe two common issues related to RAM and how you might troubleshoot them.
- Computer not booting: reseat or replace RAM modules. 2. Frequent crashes: run memory diagnostics to check for faults.
Describe two common issues related to ROM and how you might troubleshoot them.
- BIOS corruption: attempt recovery using BIOS recovery tools. 2. Inability to boot: reset BIOS settings to default.
What steps would you take to attempt to recover an accidentally deleted important file?
- Check recycle bin. 2. Use file recovery software. 3. Restore from backup. 4. Check cloud storage.
Describe two techniques to calm an upset user who cannot log in to a critical business application.
- Use active listening to acknowledge their frustration. 2. Maintain a calm and empathetic tone.
How would you ask open-ended questions to a frustrated user?
Examples: ‘Can you describe what happens when you try to log in?’ ‘What specific issues are you experiencing with the application?’
How would you explain a software issue solution to a user with limited computer knowledge?
Use simple language, avoid jargon, and provide clear step-by-step instructions.
Why is it important to log all interactions with users?
It helps track unresolved issues, provides context for future support, and improves service quality.
What key information should be included in a user interaction log?
- User contact details. 2. Description of the issue. 3. Steps taken to resolve. 4. Outcome of the interaction.
What are the primary roles of the CPU in a computer system?
- Execute instructions. 2. Perform calculations. 3. Manage data flow between components.
What are the primary roles of the motherboard in a computer system?
- Connect all components. 2. Distribute power. 3. Facilitate communication between CPU, RAM, and peripherals.
What function does a DNS server serve in network troubleshooting?
It translates domain names into IP addresses.
What might be happening if a user cannot access websites by name but can access them by IP address?
The DNS server may be malfunctioning or misconfigured.
Describe two common problems that can occur with computer monitors.
- No display: check power and connections. 2. Flickering screen: update drivers or check refresh rate.
What is a ‘knowledge base’ in IT support?
A centralized repository of information for troubleshooting and resolving issues.
How can a well-maintained knowledge base benefit support staff?
- Provides quick access to solutions. 2. Reduces repetitive queries.
How can a well-maintained knowledge base benefit end-users?
- Empowers users to solve issues independently. 2. Improves overall user satisfaction.
What is remote desktop access?
A method allowing users to connect to and control a computer remotely.
What are the advantages of remote desktop access in providing user support?
- Immediate assistance. 2. Ability to troubleshoot directly.
What are the key differences between a local area network (LAN) and a wide area network (WAN)?
LAN: limited geographical area, typically high speed. WAN: covers larger areas, generally slower.
What is the importance of regularly testing data backups?
To ensure data integrity and availability in case of data loss.
Describe two methods for verifying the integrity of a backup.
- Perform test restorations. 2. Compare backup data against original data.
What is software as a service (SaaS)?
A cloud-based service where software is hosted online and accessed via the internet.
What are the benefits of SaaS for end-users compared to traditional software installations?
- No need for installation. 2. Automatic updates.
Identify five common hardware problems that new computer users might encounter.
- Computer won’t turn on. 2. No sound output. 3. Slow performance. 4. Overheating. 5. Peripheral not recognized.
What basic troubleshooting steps can users try for common hardware problems?
- Check power connections. 2. Restart the computer. 3. Update drivers. 4. Check device settings. 5. Run hardware diagnostics.
How would you determine the best way to explain the operation of a scanner to a new user?
Assess their prior experience and adapt explanations to their knowledge level.
Discuss two methods to determine if a new employee understands basic IT security practices.
- Conduct a quiz. 2. Ask them to explain practices in their own words.
