Help Desk and Technical Support

Start with support methods

The support methods mind map is a useful starting point. It describes phone help and email desks, including how experts respond to queries. The flashcards on support ask about support options, help desks, help desk software and factors that influence the choice of support.

Read the mind map first to get a picture of the methods. Then use the flashcards to recall the options and questions without looking back at the map. Return to the map when you want to check a detail.

Explore user support and cases

The mind map on user support and documentation includes user guides, troubleshooting, frequently asked questions and context-sensitive help. Another mind map looks at telephone help desks for users who want to speak to an expert.

The flowchart Case follows a case from assignment and analysis through investigation and problem reproduction. It also asks whether the problem can be reproduced and points to a possible workaround. Use it to follow the sequence, then compare it with the support methods in the mind maps.

Check your understanding

The Cisco Final quiz includes questions about antistatic wrist straps, reducing the risk of electrostatic discharge damage and responding to an upset customer. The CSD Exam quiz includes service desk questions about account verification and password resets.

After a quiz, return to a relevant map or the flashcards to study the support ideas again. The quizzes cover different situations, so choose one whose questions fit what you are studying.

Use the page within the unit

Help Desk and Technical Support is a section of the Computer Maintenance and Troubleshooting unit in Computing and ICT. The resources on this page give you different ways to study support methods, documentation and cases within that unit. Pick a resource and follow it with a quiz or map that helps you review the same kind of support work.