LO2 Provide Advice On Software, Hardware or Network

Provide First Level Remote Help
Desk Support
LO2: Provide advice on software, hardware or network
Mr. Techalew F.
techalewfantaye@gmai
l.com
2021
Providing Support and Support
Log
• Create software Support log using a spreadsheet or a
database.
• A support log can be created using different software,
•
spreadsheet table or databases.
If a spreadsheet is used it should look something like the table shown below and
in addition to the logical data validation and formatting of appropriate cells, it
should use a filter on the "Topic area" column to enable a quick look up by other
• support desk operators on topics to see how similar problems were dealt with
before.
If a database is used you should use fields similar to the items shown in the table
below. Only create the table with appropriate data validation, data validation text 14
messages, text length and other appropriate field settings in the database. It should
also contain at least ONE query to display all entries of a particular "Topic" to
enable a quick look up by other support desk operators.
Support Logboo
k
Log Date- Name Address Problem Department Priority Advice Action Date-Time Client
ID Time of client of client determined offered taken issue Feedback
logged resolved
15
Determine Client Identity
• Client identity: an identity you assign for your
clients.
• It enables you to identify your clients and
previous data on your logbook.
• This will help you to refer previous records (what
requests you received & what actions you take)
easily.
• Therefore, when you record requests you have to 16
assign/determine identity to your client.
Determine The Problem
• When you receive a request, you have to

collect full information about the request
(problem).
• To solve a problem, first you have to identify
what really the problem or case requested is.
• To do so, try to collect the necessary
information from your client. For example, 17
the causes, time, symptom, etc.
Record Client
Details
• Record client details, time of request, quick &
concise identification of problem
• Listed below are four different requests for help
received by request form, by telephone and in
person.
• Record each into your Support Logbook
18
Record Client
Details…
R1 by request form: Its 7:40 am and ROMAN AYALEW from accounts
department is not able to print over the network. She asks if you can show
her how to install a network printer on a network. Reports from her
department need to be printed out next week.
R2 by telephone: Its 7:40 am and DAWIT SOLOMON in the finance department has found Spider solitaire
(game) failed. He is in hurry to play game.
R3 by request form: Its 9:00 am and MARY wants to know how to add password protection to some
word
processor documents to be sent to someone over the internet. These documents have to be sent
before the end of business hours today.
R4 in person: Its 1:00 pm and TOLERA GEMECHU client wants to know how to transfer pictures from a 19
digital camera into a computer. He needs to do this before the end of the today as the camera needs to
be passed onto someone else tonight.
Record Priority and Support
Record priority of support to be given to clients
and notify client
• Give priority to the problems recorded based on
emergency, time, type of problem, etc. it helps
you which should be done first, second, etc.
Provide support to clients
• After you receive request from your clients and
record on your support logbook, it is time to 20
provide solution for each problem.
Document Support Given To
Client
• Every time you provide support to your
clients, you should record your best practice
this record is known as Documentation.
• Documentation is used to make the
technical know-how and product history
available.
• Record each step or procedure of best
21
practice you follow in providing support.
Obtain Feedback
Obtain feedback from client on support given
and update records accordingly
• You have to collect feedback from your clients
how your client is satisfied on your support.
22
Review
Providing Support and Support Questions 1
Log
1. Design an appropriate support logbook
using MS-Excel and MS-Access and
Document at least 30 requests on your
2. logbook.
Assume you support your client and
Document you provide support to your
clients (for the above first five 23
requests),

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Provide First Level Remote Help

LO2: Provide advice on software, hardware or network

• When you receive a request, you have to

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