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| Thread ID: 82602 | 2007-09-02 02:17:00 | Most common network problems end users experience | chiefnz (545) | Press F1 |
| Post ID | Timestamp | Content | User | ||
| 586994 | 2007-09-02 02:17:00 | Hi guys, I have an interview for a help desk role within the company I work for and I'm trying to prepare myself for it. Job description is... 1) co-ordinate and manage faults logged by the main contact centre and our externally outsourced help desk. 2) provide 1st and 2nd level support for end users 3) escalate faults logged to appropriately skilled IT staff members... applications, networks, telecomms etc. So having that in mind I would like your input on the top 10 user faults/problems experienced in a corporate network. Network environment is made up of... 1) Windows Server 2003, Windows 2000 advanced server 2) clients are either Windows XP Pro or Windows 2000 3) We also use Windows terminal services client for remote desktop connection but this is going to be phased out where it isn't needed in favour of standalone XP Pro machines. 3) email via Exchange Server 2003 Thanks for all you help |
chiefnz (545) | ||
| 586995 | 2007-09-02 02:27:00 | I'll start with a few I know... 1) user cannot connect to the Internet. Resolution: check that machine has an IP address and is connecting to the correct gateway. ensure that any proxy addresses used are correct.Use "ipconfig" from the command prompt to check the IP address 2) User cannot start certain applications (eg MS Word etc) Resolution: Ping the server to check that it hasn't crashed. Ensure the machine is connected to the network. check IP address for this. 3) User unable to access/open/edit files on the network Resolution: Check user permissions and determine whether they have appropriate permissions to access/open/edit the file in question. That's all I can think of... I'm looking for any errors that may be related to DNS and how such errors can be resolved. I know that DNS resolves names you type in the address bar to actual IP addresses. It works like a phone book matching up a name to a number (the IP address) |
chiefnz (545) | ||
| 586996 | 2007-09-02 03:19:00 | Just a couple of questions first. Is the help desk actually working with in a LAN / or are end users also dealing with dial up from outside the business. What sort of experance do the end users actually have ? With the resolutions you provided, which are easy enough to check for a Tech, or someone with the knowledge, telling a end user to check that they can ping the server or to check the permissions would certainly come back with "what"? Sometimes just trying to explain to people how to carry out what is a simple task for a techie, is an impossible task for the end user. Simple things like running a command prompt in XP, to ping the server or IP Address ? |
wainuitech (129) | ||
| 586997 | 2007-09-02 04:22:00 | Help Desk is at the same physical location of the users. the resolutions I provided are what the tech would do NOT the user. User knowledge varies from beginner to advance... based purely on an end user point of view not a technical point of view. Cheers |
chiefnz (545) | ||
| 586998 | 2007-09-02 05:42:00 | One common problem that happens - Can,t print to a networked printer Possible faults - Check printer is available in network, is the print que jammed or busy. |
wainuitech (129) | ||
| 586999 | 2007-09-02 06:36:00 | If users can't see other machines on the network- Make sure that the Workgroup name is the same and that there are no conflicts between computer names. | beeswax34 (63) | ||
| 587000 | 2007-09-02 09:47:00 | Alot of what you are asking is dependant on what access you have to the network and clients . Is the PC on the network? - this can be tested from the server or client if you have access to the DHCP server list . Is the network setup with remote access? - If the PC is connected then I use remote assistance while the user is on phone and see what they see and fix if possible . Just some things but depends if you will have the required access . |
berryb (99) | ||
| 587001 | 2007-09-02 10:48:00 | Alot of what you are asking is dependant on what access you have to the network and clients . Is the PC on the network? - this can be tested from the server or client if you have access to the DHCP server list . Is the network setup with remote access? - If the PC is connected then I use remote assistance while the user is on phone and see what they see and fix if possible . Just some things but depends if you will have the required access . Yes all that is possible, the role involves having admin rights to the system so you can provide remote assistance with the caller on the line at the same time . Cheers |
chiefnz (545) | ||
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