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Provide Advice to Clients
Terms in this set (30)
Responding to what you hear, indicating you are listening.
Paper or electronic trail that records help desk service requests and actions taken.
Question which can be answered by a single answer or yes/no response.
A constraint is a restriction on the degree of freedom you have in providing a solution such as limited staff, resources and budget.
Goods which are used in the daily use or maintenance of a computer system, for example toner cartridges for a printer.
Process of transferring a problem to a higher level of support.
Client who is external to your organisation.
Comments and/or information about the quality and/or success of something.
First level support
The first level of support at a help desk where initial contact is made by the end user.
Training conducted for more than one person.
First point of contact for provision of technical support for end users of computer systems.
A client who is from the same organisation as you.
An organised collection of information, procedures and problem solutions.
A program or script which automates common tasks, usually run within a software application.
Training conducted with one individual.
Question which allows the respondent the opportunity to answer in their own words.
A formal statement of an organisation's approved way of operating in relation to a particular matter.
Instructions developed to perform a particular task.
Remote desktop software
Software which allows users to access a desktop across the internet or private network.
Second level support
The next level of support from first level support, typically with more specialised experience than first level support.
Unique identifying number or group of numbers and letters assigned to an individual piece of computer hardware or software.
Service level agreement
A formal agreement between a service provider and a client which details the level of support to be provided.
A document which is formatted for a particular purpose and is used as the starting point for a new document.
The procedure for following the process of recording and resolving a help desk request.
The process of finding the solution to a problem.
Documentation which provides material to support users of computer systems such as user manuals and help documentation.
Guarantee by a vendor that if a fault develops in computer equipment within a certain time they will repair or replace it free of charge.
A common method of gathering information about a client's needs. Face to to face. Use open questions.
A way of getting information from a lots of people about their needs. Consists of written questions phtocopy and hand it out.
Looking at how a system works or doesn't work and what it needs to fix the system.
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