Assignment
A Help Desk Problem Resolution File is often useful when applying for a Help Desk / User Support role in industry. Instructions for the construction and design of such a file will be discussed in class, but they vary within companies due to corporate policies or procedures.
Aotearoa Technology College and your manager have given you a list of anticipated common problems that are likely to be met by the IT Support Centre.
1. The MSWord document that I am working on at the moment will not print.
2. I can't log in.
3. My Moodle account says that it is disabled and I need to pay fees. What should I do?
4. I have turned on my computer and have a black screen. I tried turn it off and on again but it is still black.
5. My iPhone does not display the emails from my Outlook account properly.
6. The cursor is stuck with a circle going round and round. I don't want to turn the computer off because I will lose all my work.
7. I get a message "Unable to connect to the network". What do I do?
8. The laptop turns on and everything works fine, except it makes some constant weird grinding or rattling noise.
9. I'm trying to install MS SQL Server on my laptop but it won't install properly.
10. I can't remember my password.
11. Everything is going slowly and it is taking a long time to do everything.
12. I am having problems using the Philips Learning Centre web site.
13. A staff member states that she is experiencing a problem accessing work-related data files on SharePoint.
14. As a student, I want to be able to download free software available for the course from the site.
15. As a staff member, I want to be able to set up my spreadsheet so that it adds up series marks and then converts the mark to a grade.
You are to choose any five problems.
Each problem should have the following headings (same as the Incident Logging form):-
o Problem Description
o A series of questions that need to be asked
o Possible Solutions
o References
o An appendix containing any research, downloads from the internet, help files, etc.
Each problem is worth 20 marks with marks deducted for poor presentation, formatting etc.