COMON SUPPORT PROBLEMS

1. Common End-User Problems

1.1. Hardware Problems

1.1.1. ex: Wrong installation.

1.2. Software Problems

1.2.1. ex: Poor performance.

1.3. User Problems

1.3.1. ex: Not enough Information or Training.

1.4. Vendor Problems

1.4.1. ex: Advertise non existing features.

1.5. Documentation Problems

1.5.1. ex: Poorly organized

1.6. Operating Environment Problems

1.6.1. ex: Problems with facilities.

1.7. Network Problems

2. Problem-Solving Processes Applied To Typical End-User Problems

2.1. 1-sounds like trouble

2.1.1. Critical question: has this problem ever happened before?

2.1.1.1. Simple obvious solution: make sure the volume is turned up .

2.2. 2-Free antivirus requesting an update: malware

3. Activity : unresponsive software: a user contacted a help desk with a report

3.1. Causes : the software is doing some very long

3.1.1. Solution : restart the computer.

4. Activity : decipher an internet error message

4.1. Causes: you do not have access to the website

4.1.1. Solution: check for URL error.