Technology Troubleshooting Essentials

IT System Troubleshooting Methodologies

1. IT Troubleshooting Methodology Fundamentals

2. The Connected IT Ecosystem

3. Beginning with the Basics and Flow Logic

4. Creating Troubleshooting Check Lists

5. Creating Quick Tests Lists

6. Asking the Right Questions of Remote Users

7. Summary

Understanding IT Systems and the Things That Can Affect Them

1. How Our IT Systems Are Structured

2. Human Factors and Training

3. Peripherals and Local Hardware

4. Why Are Printers Problematic

5. Let's Talk Physics!

6. Remote Hardware and Services

7. What Sits Between the PC and the Cloud

8. Environmental Factors

9. Summary

Documenting Problems & Solutions for Support Personnel & Engineers

1. Documentation and Reporting

2. 1st Line Support Reporting

3. 1st Line Support Reporting - Paperwork, Part 1

4. 1st Line Support Reporting - Paperwork, Part 2

5. 1st Line Support Reporting - Paperwork, Part 3

6. 2nd Line Support Reporting - Paperwork, Part 1

7. 2nd Line Support Reporting - Paperwork, Part 2

8. Engineer Reporting

9. Summary

Remotely Supporting Users and Replicating Problems

1. Setting up a Remote Desktop Connection

2. Connecting to a PC Using Remote Desktop

3. Getting Windows System Information

4. Using the Windows Reliability Monitor

5. The Windows Event Viewer

6. Extracting Information from the Event Viewer

7. Adding an Error Alert to the Task Scheduler

8. Using the Problem Steps Recorder

9. Viewing Problem Steps Recorder Results

10. Talking Users Through Problem Resolution

11. Summary