The purpose of this unit is to enable learners to develop the skills required to support both business and private users with differing levels of expertise.

The unit will also enable learners to source and communicate detailed technical information when dealing with technical faults.

Throughout this unit learners will need to understand the importance of questioning techniques and effective communication.

What are the steps involved in troubleshooting?
Do I have the skills to repair a system?
What diagnostic tools are available to help with troubleshooting?
How can I test that an issue has been resolved?
Do I need to document troubleshooting?
How should technical support be offered to me?

Theory behind LO 1, 3 and 4 included, along with tasks.

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  • Unit-324-LO1.pptx
  • 1)-Task-1.1-Purpose.docx
  • 2)-Task-1.1-Methods.docx
  • 3)-Task-1.1-Considerations.docx
  • 4)-Task-1.1-Processes.docx
  • 5)-Task-1.2-Technical-Support-Tools.docx
  • Unit-324-LO2.pptx
  • Task-2.3-Performing-Technical-Diagnosis--Technical-Support.docx
  • Unit-324-LO4.pptx
  • 1)-Task-4.1-Communicating-Technical-Support.docx
  • 2)-Task-4.2-Communicating-Technical-Support-Users.docx
  • 3)-Task-4.2-Communicate-Technical-Support-Advice-and-Guidance.docx

About this resource

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Created: Feb 13, 2018

Unit of work

pptx, 1 MB

Unit-324-LO1

Unit of work

docx, 18 KB

1)-Task-1.1-Purpose

Unit of work

docx, 18 KB

2)-Task-1.1-Methods

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