Channel: itfreetraining

Category: Education

Tags: 220-1001problem solvingcomptiaa+itfreetraining

Description: In this video from ITFreeTraining I will go through some tips and tricks on how to solve computer problems. As an IT technician, your job will primarily be to problem-solve. This video will look at some ways to help you troubleshoot problems. Download the PDF handout: itfreetraining.com/handouts/ap/1e40.pdf Be Calm 0:16 One of the first things to consider when working as an IT technician is how you present yourself. The problems you face can be difficult and time critical, however it is important to keep calm. Being a good IT technician goes beyond your ability to troubleshoot problems and your expertise. You may be the most knowledgeable technician in the world, but if you can’t control your emotions, people won’t want to work with you. Nowadays, particularly with a lot of workplaces being sensitive to certain issues, it’s not what you say, it’s how you say it. At times you may have to give news to a customer they may not want to hear. The customer may be angry about something that has gone wrong or if they are missing an important deadline. These things may be out of your control. This does not mean that you can’t be empathetic to their situation. This is different from taking responsibility. However, it is a much better alternative to coming across as rude. For example, consider that you’re being asked to fix something under warranty, however, on inspection of the computer you notice that it has been clearly damaged in shipping, which would void the warranty. A poor response from an IT technician would be to say, “You guys broke it, I am not going to fix this” and walk away. A better response would be, “Unfortunately due to the computer being damaged in shipping, the warranty will not be able to cover this. My company won’t authorize me to fix this under this circumstance. Maybe you could try contacting the shipping company to see if they have insurance to cover shipping damage.” You can see the second answer is essentially saying the same thing; you are not going to fix the computer. However, the second answer is essentially giving the reasons behind it. It is also telling the customer it is the company you work for who makes a decision about what gets fixed and what does not. If it is company policy, funding or anything out of your control, explain that this is the reason why you are not fixing the problem, don’t just say “No”. This comes across as not being personal, but rather, you are just following the rules from the people who pay your wages. Customers will generally understand the reason and that you’re not trying to make it difficult for them. Description to long for YouTube. Please see the following link for the rest of the description itfreetraining.com/ap/1e40 References “The Official CompTIA A+ Core Study Guide (Exam 220-1001)” Chapter 3 Position 16132 - 17244 “Picture: Road and clouds” pixabay.com/photos/road-asphalt-sky-clouds-fall-220058 “Picture: Grass and meadows” pixabay.com/photos/field-meadow-nature-grass-green-768601 “Picture: Milky way” pixabay.com/photos/milky-way-universe-person-stars-1023340 “Picture: Highway sign” pixabay.com/photos/road-highway-signal-street-traffic-3294966 “Picture: Three person holding wicker baskets” pexels.com/photo/three-person-holding-wicker-baskets-with-handles-in-white-pots-1297340 “Picture: Vegetables and Tomatoes” pexels.com/photo/vegetables-and-tomatoes-on-cutting-board-255501 “Picture: School black board” pixabay.com/photos/arrows-board-school-blackboard-2980845 “Picture: Chess board” unsplash.com/photos/G1yhU1Ej-9A “Picture: Neon signage” pexels.com/photo/neon-signage-2681319 “Picture: Time cost quality” pixabay.com/photos/triangle-quality-time-cost-3125882 “Picture: Coins banknotes” pixabay.com/photos/coins-banknotes-money-currency-1726618 “Picture: Escalator” pexels.com/photo/modern-escalator-3605255 “Picture: Thumbs up” unsplash.com/photos/3KEFp35FVB0 “Picture: Questions marks” pixabay.com/illustrations/question-mark-important-sign-1872665 “Picture: Damaged capacitor” commons.wikimedia.org/wiki/File:Defekte_Kondensatoren.jpg “Picture: Questions marks” pixabay.com/illustrations/question-mark-pile-questions-symbol-2492009 “Picture: USB memory flash data” pixabay.com/photos/usb-memory-card-cd-data-flash-932180 “Picture: Burnt board“ commons.wikimedia.org/wiki/File:Brand_auf_Platine.jpg “Picture: Steps” pexels.com/photo/brown-concrete-door-925067 “Picture: Rubik cube” pexels.com/photo/colorful-color-play-concentration-54101 “Picture: Folders” pexels.com/photo/batch-books-document-education-357514 Credits Trainer: Austin Mason ITFreeTraining.com Voice Talent: HP Lewis hplewis.com Quality Assurance: Brett Batson pbb-proofreading.uk