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Homework answers / question archive / International Academy of Design & Technology IT IT110 Chapter 22 REVIEWING THE BASICS 1)Name four job roles that can all be categorized as a PC technician

International Academy of Design & Technology IT IT110 Chapter 22 REVIEWING THE BASICS 1)Name four job roles that can all be categorized as a PC technician

Computer Science

International Academy of Design & Technology

IT IT110

Chapter 22

REVIEWING THE BASICS

1)Name four job roles that can all be categorized as a PC technician.

 

 

  1. Of the four jobs in Question 1, which one job might never include interacting with the PC’s primary user?

 

  1. Assume that you are a customer who wants to have a PC repaired. List five main characteristics that you would want to see in your PC repair person.

 

  1. What is one thing you should do when you receive a phone call requesting on-site support, before you make an appointment?
  2. You make an appointment to do an on-site repair, but you are detained and find out that you will be late. What is the best thing to do?

 

  1. When you arrive for an on-site service call, how important is your greeting? What would be a good greeting to start off a good business relationship?
  2. When making an on-site service call, what should you do before making any changes to software or before taking the case cover off a computer?

 

  1. What should you do after finishing your PC repair?

 

 

  1. What is a good strategy to follow if a conflict arises between you and your customer?

 

  1. If you are about to make an on-site service call to a large financial organization, is it appropriate to show up in shorts and a T-shirt? Why or why not?

 

  1. You have exhausted your knowledge of a problem and it still is not solved. Before you escalate it, what else can you do?

 

  1. If you need to make a phone call while on a customer’s site and your cell phone is not working, what do you do?

 

  1. When someone calls your help desk, what is the first thing you should do?

 

 

  1. List the items of information you would want to record at the beginning of a help-desk call.

 

 

  1. What is one thing you can do to help a caller who needs phone support and is not a competent computer user?

 

 

  1. Describe what you should do when a customer complains to you about a product or service that your company provides.

 

  1. What are some things you can do to make your work at a help desk easier?

 

  1. Why is it important to be a certified technician?

 

  1. Examine the EULA of some software installed on your PC. Is it legal for you to have it installed on your PC at work and also installed on your PC at home?

 

  1. What organization offers A+ certification?

 

 

THINKING CRITICALLY

 

  1. You own a small PC repair company and a customer comes to you with a PC that will not boot. After investigating, you discover the hard drive has crashed. What should you do first?
    1. Install a hard drive the same size and speed as the original.

 

    1. Ask the customer’s advice about the size drive to install, but select a drive the same speed as the original drive.
    2. Ask the customer’s advice about the size and speed of the new drive to install.

 

    1. If the customer looks like he can afford it, install the largest and fastest drive the system can support.

 

  1. You have repaired a broken LCD panel in a notebook computer. However, when you disassembled the notebook, you bent the hinge on the notebook lid so that it now does not latch solidly. When the customer receives the notebook, he notices the bent hinge and begins shouting at you. What do you do first? Second?
    1. Explain to the customer you are sorry but you did the best you could.b. Listen carefully to the customer and do not get defensive. c. Ask the customer what he would like you to do to resolve the problem.

d. Tell the customer he is not allowed to speak to you like that.

 

 

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