Chapter Summary


  • As a DST, you will encounter users of all skill levels. Never assume that you know more than the user to whom you are talking.

  • DSTs must have technical knowledge in many areas, including the operating system; components, such as Microsoft Outlook Express and Internet Explorer; and applications, including Outlook, Excel, and Access.

  • DSTs must be good at gathering information from people who might not be able to explain the problem clearly and must be good at explaining technical information to nontechnical users.

  • DSTs must be prepared to work in various environments, including workgroups, domains, and multiple domains.

  • A DST’s place in the corporate, ISP, or company hierarchy is generally the tier 1 position and is considered an entry-level position.

  • The MCDST certification opens a doorway into tier 1 jobs, identifies the employee as qualified to hold the desired job, and identifies the business owner as qualified to determine and resolve home end user problems.

  • Noncorporate environments in which a DST might work include telephone call centers, repair shops, private businesses, and ISPs.

  • Each of the noncorporate environments requires different skills, but you must be friendly, helpful, capable, and competent in each instance.

  • If you work for a telephone call center or an ISP, you will likely work in a tier structure much like the structures found in corporate environments.

  • To solve a problem, first get answers to the questions who, when, what, why, and how. The answers often point quickly to a solution.

  • To find a solution, search these resources in the following order: Help And Support Center, Help And Support website, company documentation, manufacturers’ websites, technical sites, and newsgroups. Apply possible solutions in the same order.

  • Before attempting any solution, back up the user’s data, create a System Restore point, and document previous settings and configurations if doing so is within your job role.

  • Always document the service call fully, including the user’s name, the computer ID, the problem, the attempted solution, the result, and how long it took to resolve the call.




MCDST Self-Paced Training Exam 70-271(c) Supporting Users and Troubleshooting a Micro[... ]ystem
MCDST Self-Paced Training Exam 70-271(c) Supporting Users and Troubleshooting a Micro[... ]ystem
ISBN: N/A
EAN: N/A
Year: 2006
Pages: 195

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