An IT Systems Support Technician should follow a
troubleshooting strategy, ie a procedure that is followed each time a fault is
encountered. It has been proved that whatever the type of problem, it is a good
idea to work in a clear methodical manner.
Click on the flow chart below to view a
reasonable plan of action.
What exactly is the user experiencing
in the use of the computer that is perceived to be a problem?
It is very important to establish the answer
to this right from the outset. It is important to try to gain, whenever
possible, first hand experience of any reported problem. In this way,
working on the 'real' problem can save time, energy and resource.
In which of the following areas does the
problem fall?
User error; can it be resolved by
training?
Computer virus
Hardware
Software
Networking and Communications
Environmental; climate, electrical
interference.
This is the process of elimination. By
eliminating general areas as listed above from your investigations, you can
begin to narrow down the list of possible culprits! An effective technique
for eliminating possible problem causes is the process of substitution. This
is where you substitute or replace any suspected cause with a known good
one. For example, you suspect a computer monitor to be faulty but you do not
know whether it is the controller or the software. You swap out the suspect
monitor with a known good one from another working PC to determine whether
the problem remain with the faulty unit.
Once you have started to eliminate elements
from your checklist, it is important to keep track of what has been done. It
is possible for technicians to resolve problems with computers, but not be
sure exactly what the remedy for the fault was. By keeping a record of what
you have done and in what order, you are more able to understand how the
work you are doing is affecting the computer. By tracking and recording
actions taken, any duplication of work is less likely.
Finally, any troubleshooting strategy should
end with verification testing. Always prove that the original problem has
been remedied and that you have not introduced new problems as a result.
In summary an effective approach to
troubleshooting can be listed as:
