1 Computer Technician Computer Trouble Shooting & Repair Process Copyright © Texas Education Agency, All rights reserved.

Course Objectives Utilize customer interpersonal skills Diagnosing the problem User error Software Hardware Filling out a computer repair work-order Utilizing computer manuals and basic resources Supplies and costs associated with the repair Reporting the problem to the customer Copyright © Texas Education Agency, All rights reserved.2

Interpersonal Skills Interpersonal skills are also known as people skills Proper utilization requires the use of active listening, tone of voice, and the interactions between individuals There are two groups of people you utilize these skills with Customers Co-workers Copyright © Texas Education Agency, All rights reserved.3

Customer Interpersonal Skills Greet your customer to instill a favorable first impression Help unload the computer if needed Ask about the problem Allow the customer to explain fully without interruption Copyright © Texas Education Agency, All rights reserved.4

Diagnose the Problem Listen for clues from the customer to ascertain if the problem is a quick fix or is more involved. If it is a quick fix, resolve the issue at that time If the problem is not, proceed to ask more questions about the symptoms Give the customer a timeframe as to when the repair should be completed Copyright © Texas Education Agency, All rights reserved.5

Questions to Ask the Customer – User Error How is the machine setup at home? Are you familiar with the software being used? How long has the problem been occurring? Is there any information you can offer about why the problem began? What troubleshooting steps have you attempted already? How can you duplicate the issue? Copyright © Texas Education Agency, All rights reserved.6

Troubleshooting – Software/Hardware Once setup and user error are eliminated, the problem is narrowed down to hardware or software If the problem is software related the repair often can be completed in a shorter period of time Repair costs should be lower Hardware related repairs often require more time to complete Hardware repairs also tend to cost more Diagnose whether it’s hardware, software, or both Copyright © Texas Education Agency, All rights reserved.7

Filling Out a Work Order Obtain the customer’s important contact information Name Phone Address Copyright © Texas Education Agency, All rights reserved.8

Filling Out a Work Order Computer information Make Model Serial # Date problem arose Initial diagnosis Copyright © Texas Education Agency, All rights reserved.9

Filling Out a Work Order Explain to the customer the repair process and cost associated with it Repair process Short term fix / Long term fix Costs associated with the repair Diagnosis fee Labor/time Parts Copyright © Texas Education Agency, All rights reserved.10

Filling Out a Work Order Obtain customer’s consent Customer signs work order Inform customer you will contact them upon verification of the problem with final costs to complete the repair Inquire if the customer would like the old parts back Verify the best means of contact and time of day Copyright © Texas Education Agency, All rights reserved.11

Utilizing Computer Manuals and Basic Resources Begin by logging time of work on the work order Identify the problem by using your own basic knowledge Consult with co-workers if you are unable to identify the source of the problem Utilize the manufacturers’ owners manual or online database for frequently known issues with a particular model Utilize online resources (forums/discussion boards) Copyright © Texas Education Agency, All rights reserved.12

Course of Action Map out a plan Identify what needs to be done Collect the proper tools Software suite Hardware replacement parts Tools for removal and replacement of parts Complete repair Copyright © Texas Education Agency, All rights reserved.13

Checking of a Repair Reconnect and power up the computer Attempt to duplicate the problem and verify that the repair did resolve the problem Restore any hardware/software settings if necessary post-repair Screen resolution User preferences Previously installed files Copyright © Texas Education Agency, All rights reserved.14

Perform Complimentary Computer Performance Evaluation Clear temporary files from the computer Update Operating System software Investigate to see that the computer’s files and Operating System are secure Anti-virus is installed Anti-virus is still active Malware is not being reported in the computer’s activity log Perform a quick evaluation to see if the computer has any other potential hardware issues Copyright © Texas Education Agency, All rights reserved.15

Follow-up Customer Contact Notify the customer that the computer is ready for pick up Explain the problem to the customer If the computer showed any other issues, inquire as to how the customer would like to proceed Notify them of the final cost of the repair Discuss any possible upgrades resulting from the complimentary evaluation Install an active Anti-virus software Larger hard drive More computer memory for system performance Verify time for customer to pick up their computer Copyright © Texas Education Agency, All rights reserved.16

Closing Out a Work Order Conclude a work order by Writing up a formal diagnosis of the problem Steps taken to resolve the problem List of hardware/software that was installed or replaced Time to complete repair Documentation of any calls made to the customer Itemized price breakdown of the repair Copyright © Texas Education Agency, All rights reserved.17

Concluding the Transaction Greet the customer as they enter to pick up their computer Walk through the work order with the customer Recap the diagnosis and what was done to resolve the problem Explain the price breakdown of the repairs Review complimentary computer evaluation if applicable Ensure the customer is satisfied with the work Copyright © Texas Education Agency, All rights reserved.18

Independent / Group Work Pick one of the following two scenarios and explain completing a work order from beginning to end You may work independently or in pairs Make sure to include Customer Greeting Diagnosing the problem How to fill out the initial work order Steps in repairing the computer You will only need to document the steps taken in finding a solution, not the actual solution Post repair steps Customer pick up procedure Copyright © Texas Education Agency, All rights reserved.19

Independent / Group Work Scenario One Sally walks into the shop and explains that her PC is running slowly. The computer has an antivirus that came with it and has since lapsed. The customer’s granddaughter gave the computer to her and she doesn’t understand how to fix it. Scenario Two Jon brings his laptop in because the computer doesn’t last more than an hour on its battery before it turns off. Copyright © Texas Education Agency, All rights reserved.20

Exam Preparation An exam will be given over the material presented in the presentation Make sure to review your class notes and these slides A scenario will be given and will count for 60% of the exam The remainder will be multiple choice and true/false questions worth 40% of the exam Copyright © Texas Education Agency, All rights reserved.21