Unit 12 – Technical Support (Assignment 1) –P1

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Barking & Dagenham College|
IT Support Guide
|
Unit 12 – Technical Support (Assignment 1) –P1|

By Hayden Sharp
|

Table of Contents

Introduction 3
Remote Desktop3-5
Monitoring Tools 6-7
Third Party Software8-10
Administrative Tools11-12
Techniques13

IT Technical Support (P1)

In this report shall be investigating the different tools and techniques used for technical support. This will be aimed at the help desk solutions for both system and software. I shall be discussing network monitoring tools, remote desktop/assistance, command line tools and control panel utilities.

Remote desktop assistance
This piece of software allows a user to gain access to a computer whilst on a different computer mainly technicians or administrators so that they can then fix the computer from a different location this makes it easier for the technicians to fix the computer without having to go to the location. It can also be used to gain access to files from work on their home computer. To set up a remote desktop you need to click on the start menu at the bottom left hand corner and then clock on control panel. This will then open a new window here you need to click on “RemoteApp and Desktop Connections” to access the setup window.

Click to open start menu
Click on control panel from the start menu

Click here to access the remote access set up

Once opened a window should appear telling you what computers you are currently connected to. On the left hand side you would see two options, one to go back to the control panel home and another saying to setup a new remote desktop connection. Current connected Desktops

Click here to set up a new remote connection

To add a new remote desktop connection, simply type in the URL address if the computer you wish to access the current computer. When a problem occurs on your computer and you call a technician, they would give you their URL address so that they can access your computer from their company. Guide on remote desktop

Add URL of the computer here

Monitoring Tools & System Diagnostics
Monitoring tools is a piece of software/ hardware that allows users to monitor resources and performance on a computer system. This could be useful as it allows a technician to monitor the computer system and to see if there is anything happening that shouldn’t be. It can also be used to see if any programs and applications that have been installed are malfunctioning. A Technician would be able to use such tools to find out if there are any programs or errors on the system that are affecting the performance of the computer Windows 7 would have a built in performance checker that can be accessed through the control panel in the start menu.

Click to open start menu
Click on control panel from the start menu

Once you have opened the control pannel, a screen like the one below should open. In this window are the settings for the computer system, such as device manager, administrative tools, user accounts, system perfromance and tools,amongst others. It is from this window that a user or technician would be able to solve most of the faults that occur on a computer system. The list of tools that can monitor and diagnose a computer system

Windows 7 allows users to rate and improve their computer systems performance. This can be accessed through the control panel via the start menu. This is a handy feature to have as it easily accessible and gives back a report with ratings about each component and a help guide as to what this means.

The rating of each component

Third Party Software

There are other means of monitoring and diagnosing the computer system apart from the default tools that are already installed on the operating system such as third party software. Some third party software can be a lot more useful and efficient that the default tools. It can help to maintain, manage...
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