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Task 3 - 10 Marks A user in your company calls to report that she's unable to log on to e-mail. You respond with a couple of quick questions. Because you know that no one else is using the network right now, you cannot determine if the problem is unique to her machine or if the problem affects the entire network. Probing further, you also learn that she's unable to print. You decide this problem is probably easier to troubleshoot from the user's computer. Using the structured troubleshooting method, outline the things you must check and the questions you must ask when you arrive at the user's office. Based on the possible responses to your questions, describe the actions you will take to correct the potential causes. |
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seems like an unrealistic scenario. If you are the IT in the company, then you know more about their computer than the person calling you does (you were probably the one who set it up). In that case you would head to the users location or if they have Internet, then do a quick RDP and fix the issue from your end and ask the user any question based on your experiences as they arise. If you work at a tech support call center then the rules you must follow will render you completely useless, so whether you follow the rules, or just mumble uncontrollably while bashing your face against the keyboard, you will make the same amount of progress and get the same exact customer satisfaction metrics. |
Have you even tried this yourself?
the wording of the question seems to either place you in the building, or have some way to monitor the network, or VPN into it. If any of the above is available then you should be able to do some basic diagnostics and tell if the issue is with the network or the users computer.
If the user is on windows, you could ask them to do hit the windows key + R then have them type in CMD then hit enter. You can then have them enter in ipconfig in order to make sure they have an ip address. if they do, then you can have them ping a known working IP address, if it fails, you can then have them do a tracerout
(or if you cant figure out if it is the network or not, then see if you can RDP into another computer in the office and test it)
After you have tracked down the issue, then depending on the setup, you can proceed further in fixing the issue.