Windows Operating System chapter 1

Operating System Functions

• An operating system (OS) is responsible for controlling a computer
• Four primary functions of an OS:
  • Providing a user interface
  • Managing files
  • Managing hardware
  • Managing applications

Windows Operating System

• Windows 10 is the latest Microsoft OS
• Windows 10 is an upgrade to Windows 8, which was preceded by Windows 7

Windows Graphical User Interface (GUI)

• Every Windows OS features a graphical user interface (GUI)
• GUI uses graphics instead of a command-driven interface

Windows 10 GUI Features

• Windows 10 offers two GUIs: the desktop and Tablet mode
• Continuum feature allows switching between the two GUIs

Windows 10 Interface

• Windows 10 Desktop provides access to tools for technicians to support, secure, and troubleshoot, as well as productivity software
• Taskbar:
  • Located at the bottom of the Windows desktop
  • Displays information about open programs and provides quick access to others
  • Default icons in the Quick Launch toolbar:
    • Task View
    • Microsoft Edge
    • File Explorer
    • Store
• Start Menu:
  • Live tiles on the right side offer continuous real-time updates
  • Important functions accessible via icons in the bottom-left corner

Windows 10 Interface

• The Start menu features a variety of Live Tiles, which can be customized to display information and updates.
• The All Programs section provides access to all installed applications.
• The Expand view of shortcuts allows users to quickly access frequently used programs and files.
• Task View enables users to view and manage multiple open windows and applications.
• The Quick Launch toolbar provides quick access to frequently used applications and files.
• The Notification area displays system and application notifications.
• The Action Center displays all notifications and alerts in one place.
• An open app is indicated by a line underneath its icon in the taskbar.
• The Windows 10 search box allows users to quickly search for files, applications, and other items on their computer.

Launching Programs in Windows 10

• There are several methods to launch a program from the Windows 10 desktop, including:
  • Using the Start menu
  • Typing the program name in the Windows 10 search box with Cortana
  • Accessing the Quick Launch menu
  • Pinning the program to the taskbar
  • Double-clicking the program file name in File Explorer
  • Using a shortcut on the desktop
  • Utilizing the Run box or search box

Pinning Apps to the Taskbar

• To pin an app to the taskbar in Windows 10, right-click the app and select Pin to taskbar.
• Right-clicking an app also provides other options, including Unpin from Start, More, and Uninstall.
• The Start menu is located on the left side of the screen in a Windows 10 computer.
• The taskbar is located at the bottom of the screen in a Windows 10 computer.

The Windows Run Box

• Used to launch programs, folders, documents, or internet resources
• User can type the name of the item to open in the "open" field
• Alternatively, user can browse for the item using the browse button
• Example usage: typing "notepad" in the "open" field to launch the Notepad application

Windows 10 Features

• Action Center: A central hub to toggle various Windows features on/off, access Settings, and view notifications.
• Cortana: A digital assistant that learns a user's speech patterns, handwriting, and typing history to assist with input.
• Snap Assist: A feature that enables snapping windows to an edge or corner, with options for half and quadrant snapping.
• Task View: A tool that allows creation of multiple virtual desktops, enabling easy navigation between them as needed.

Task View in Windows

• The Windows desktop display shows three application windows open simultaneously: a spreadsheet titled "Wedding Budget Summary", a webpage open in Google Chrome, and a third unidentified application.
• The desktop is divided into two virtual desktops, as shown at the bottom of the image.
• The top right corner of the desktop features an option to add another virtual desktop.
• Task View enables users to organize their open applications.

Incorrect Request

• The user did not provide any text or image to convert into study notes
• The user needs to share the text or image for conversion into a structured markdown format

Advanced Features

• Domain access is a feature required by organizations or users that need to connect to a domain network.
• BitLocker is a full-disk encryption feature that protects data by encrypting the entire disk.
• Encryption File System (EFS) is a feature that enables file-level encryption, allowing users to encrypt specific files and folders.
• BranchCache is a feature that optimizes bandwidth usage over WAN links by caching frequently accessed files at branch offices.
• Media Center is a feature that provides a centralized media management and streaming experience.

Essential Windows Skills for All Users

• Proficiency in using File Explorer or Windows Explorer is a fundamental requirement for all users

Additional Skills for Technicians

• Familiarity with Control Panel is necessary for technical troubleshooting and system configuration
• Understanding of Power Options is crucial for managing power settings and performance
• Knowledge of the System window is required for accessing system properties and settings
• Ability to access and interpret System Information window is essential for identifying system specifications and hardware configurations
• For Windows 8/7, proficiency in using Action Center is necessary for managing system notifications and security updates

Opening File Explorer or Windows Explorer

• Click the yellow File Explorer or Windows Explorer icon in the taskbar to open it directly

Alternative Methods

• Use the Quick Launch menu by pressing Win+X and clicking File Explorer in the menu to open it
• For Windows 7, right-click Start and select Open Windows Explorer from the menu to access it
• In Windows 10, type "explorer" in the search box to open File Explorer
• Alternatively, in Windows 10, click the microphone button in the search box and tell Cortana to "Open File Explorer" to open it with voice command

Windows OS Functions

• An operating system (OS) controls a computer and shares four main functions:
  • Providing a user interface
  • Managing files
  • Managing hardware
  • Managing applications

Windows 10 Interface

• Offers two graphical user interfaces (GUIs): desktop and Tablet mode via Continuum
• Desktop GUI:
  • Taskbar usually located at the bottom of the Windows desktop
  • Displays information about open programs and provides quick access to others
  • Pins Task View, Microsoft Edge, File Explorer, and Store icons in the Quick Launch toolbar
  • Start Menu has live tiles on the right side with continuous real-time updates
  • Access to important functions in the bottom-left corner of the Start menu
• Ways to launch a program from the desktop:
  • Start menu
  • Windows 10 search box with Cortana
  • Quick Launch menu
  • Pin to taskbar
  • Double-click the program file name in File Explorer
  • Shortcut on the desktop
  • Run box or search box

Pinning Apps to the Taskbar

• Right-click an app and select "Pin to taskbar" to pin an app
• Alternative options: Unpin from Start, More, Uninstall

Windows 10 Features

• Action Center: toggles Windows features on and off, accesses Settings app, and views notifications
• Cortana: digital assistant that learns speech, handwriting, and typing patterns to assist with user input
• Snap Assist: snaps windows to an edge or corner, allows for half and quadrant snapping
• Task View: creates multiple virtual desktops for organizing open apps

Additional Features (Not Available in Home Edition)

• Domain access
• BitLocker
• Encryption File System (EFS)
• Branchcache
• Media Center

Using File Explorer or Windows Explorer

• Ways to open File Explorer or Windows Explorer:
  • Click the yellow File Explorer or Windows Explorer icon in the taskbar
  • Open the Quick Launch menu (press Win+X) and click File Explorer
  • Enter "explorer" in the search box
  • Click the microphone button in the search box and tell Cortana to "Open File Explorer"

File Management Basics

• Operating systems manage devices like hard drives, optical drives, and USB drives using directories, subdirectories, and files.
• The drive is organized in a hierarchical structure with a single root directory at the top.

Directory Structure

• The root directory is located at the top of the hierarchical structure.
• It can hold files or other directories, also known as subdirectories, child directories, or folders.
• Any directory can contain files and other subdirectories.

Hard Drive Organization

• A hard drive is divided into partitions.
• Each partition has its own root directory and hierarchical structure of subdirectories.

File Management Basics

• Operating systems manage devices like hard drives, optical drives, and USB drives using directories, subdirectories, and files.
• The drive is organized in a hierarchical structure with a single root directory at the top.

Directory Structure

• The root directory is located at the top of the hierarchical structure.
• It can hold files or other directories, also known as subdirectories, child directories, or folders.
• Any directory can contain files and other subdirectories.

Hard Drive Organization

• A hard drive is divided into partitions.
• Each partition has its own root directory and hierarchical structure of subdirectories.

Navigating Folder Structure in File Explorer/Windows Explorer

• In the navigation pane (left pane), clicking or double-clicking items allows you to navigate and drill down to subfolders
• In Windows 10/8, the view of files in the right pane can be controlled by clicking icons in the lower right corner to select:
  • Thumbnail view
  • Details view
• In Windows 7, the view can be controlled by clicking the View icon and selecting the desired view
• In Details view, column headings can be controlled by right-clicking a column heading and selecting which headings to display

Navigating Folder Structure

• Click or double-click items in the navigation pane (left pane) to access subfolders
• Use icons in the lower-right corner (Windows 10/8) to switch between Thumbnail view and Details view
• In Windows 7, click the View icon to select a view

Customizing Details View

• Right-click a column heading in Details view to select which headings to display

Navigating Folder Structure in File Explorer/Windows Explorer

• Use the Search box in the upper-right corner of the window to find files and folders efficiently
• Utilize the forward and back arrows in the upper-left corner to navigate forward and backward to previous views
• Click the right arrow in the path displayed in the address bar at the top of the Explorer window to access a drop-down list of subfolders

File Explorer Navigation

• The navigation bar in Windows File Explorer displays the current folder path: This PC > Documents > White flash drive > Website > Images.
• The Website folder is currently highlighted.
• The right arrow in the navigation bar is visible, allowing users to move up the folder tree and navigate to a new folder.
• Clicking the right arrow in the address bar enables navigation up the folder tree and down to a new folder.

Creating a Folder

• To create a folder, select the parent folder first
• In Windows 10/8, click New folder in the Home ribbon
• In Windows 7, click New folder on the menu bar
• Alternatively, right-click in the right pane's white area and select New > Folder
• This creates a regular folder; to create a compressed folder, select New > Compressed Folder
• The new folder is created and highlighted, allowing you to rename it

Creating a File

• To create a file, use a particular application or File Explorer/Windows Explorer.
• In File Explorer or Windows Explorer, right-click in the unused white area in the right pane of the window.
• Point to New in the context menu.
• Select the application you want to use to create a file.
• Click on the chosen application to create a new file.
• Rename the filename, but keep the file extension the same.

File and Folder Management in Windows

• To copy a file or folder, right-click on it, select Copy, then right-click in the destination folder and select Paste.
• To move a file or folder, drag and drop it to its new location.
• To copy a file or folder while dragging and dropping, hold down the Ctrl key.
• To rename a file or folder, right-click on it and select Rename.
• To delete a file or folder, select it and press the Delete key or right-click on it and select Delete.
• To select multiple items to delete, copy, or move at the same time, use the Shift or Ctrl key.
• The Shift key selects adjacent items in a list.
• The Ctrl key selects nonadjacent items in a list.

File Management in Windows Explorer/File Explorer

• To copy a file or folder, right-click on the item, select Copy, then right-click in the destination folder and select Paste.
• To move a file or folder, use drag and drop to its new location.
• To copy a file or folder using drag and drop, hold down the Ctrl key while dragging and dropping.
• To rename a file or folder, right-click on the item and select Rename.
• To delete a file or folder, select the item and press the Delete key or right-click and select Delete.

Selecting Multiple Items

• To select multiple items to delete, copy, or move at the same time, hold down the Shift or Ctrl key as you click.
• The Shift key selects adjacent items in a list.
• The Ctrl key selects non-adjacent items in a list.

Creating a Shortcut

• To create a shortcut, use File Explorer in Windows 10/8 or Windows Explorer in Windows 7.
• Locate the desired data file or program file using File Explorer or Windows Explorer.
• Right-click on the selected file or program to access the context menu.
• Click on "Create shortcut" in the context menu to create a new shortcut.

File Explorer Options

• Right-clicking on a file in Windows File Explorer opens a context menu with various options
• Options include: Open, Run as administrator, Pin to Start, Scan with Windows Defender, Share, Pin to taskbar, Restore previous versions, Send to, Cut, Copy, Create shortcut, Delete, Rename, and Properties
• The menu appears when right-clicking on a file, such as the 'normafkdinis' file in the 'System32' folder
• Figure 1-29 illustrates how to place a shortcut to a program file on the Windows desktop using File Explorer

Control Panel Overview

• A window containing applets used to manage hardware, software, users, and the system

Accessing Control Panel

• In Windows 10, access Control Panel by typing "Control Panel" in the search box on the taskbar
• In Windows 8, access Control Panel by right-clicking Start and then clicking Control Panel
• In Windows 7, access Control Panel by clicking Start and then clicking Control Panel

Control Panel View

• By default, Control Panel appears in Category view, where utilities are grouped by category
• Switch to classic view by clicking Category and selecting either Large icons or Small icons

File Explorer Options

• The File Explorer Options applet in Control Panel allows users to view and change folder options
• The applet controls how users interact with files in a folder, including what actions can be performed on the files

File Extensions

• File extensions are used to identify file types
• Windows does not display file extensions if it knows which application is associated with the file extension
• System files are hidden by default, but can be forced to be shown

Power Options

• Power Options applet in Control Panel helps conserve power and increases battery life on laptops.

Power-Saving States

• Sleep Mode
  • Saves current state, including open files, to memory
  • Shuts down everything except memory and minimal system components to respond to wake-up
  • Allows Windows to perform updates and scheduled tasks
  • Can be configured to activate after inactivity or manually triggered
• Hibernation
  • Saves all work to the hard drive
  • Powers down the system

Accessing the System Window

• The System window provides a quick overview of installed hardware and software.

Windows 10

• Open the System window by opening Control Panel and clicking System.

Windows 8

• Open the System window by opening the Quick Launch menu (pressing Win+X) and clicking System.

Windows 7

• Open the System window by clicking Start, right-clicking Computer, and selecting Properties.

System Information Window

• Displays detailed information about the system
• Provides information on:
  • BIOS/UEFI version installed
  • Installed RAM amount
  • OS installation directory location
  • Hard drive capacity
  • Names of currently running device drivers
  • Device drivers: small programs stored on hard drive, facilitating communication between the computer and specific hardware devices
  • Startup programs
  • In-progress print jobs
  • Currently running tasks

Running System Information in Windows

• To access System Information in Windows 10, enter msinfo32 in the search box.
• In Windows 8, access the Quick Launch menu, click Run, enter msinfo32.exe in the Run box, and press Enter.
• For Windows 7, click Start, enter Msinfo32.exe in the Search box, and press Enter.

Windows 10 Settings App

• The Windows 10 Settings app provides a user-friendly interface to access Windows settings
• The app can be opened from the Start menu, Quick Launch menu, or by pressing the Win+I keyboard shortcut

Primary Menu Categories

• System settings are available in the primary menu
• Device settings are available in the primary menu
• Network and Internet settings are available in the primary menu
• Personalization settings are available in the primary menu
• App settings are available in the primary menu
• Account settings are available in the primary menu
• Time settings are available in the primary menu
• Gaming settings are available in the primary menu
• Ease of Access, Privacy, and Update & Security settings are available in the primary menu

Network Resource Access Control

• Public networks (e.g. public hotspots) do not share resources by default
• Private networks often share resources among connected devices

Resource Sharing Methods in Windows

• Workgroups: one way to share resources in Windows
• Homegroups: another way to share resources in Windows
• Domains: a third way to share resources in Windows, often used in enterprise environments

Peer-to-Peer Network

• A P2P network lacks centralized control, meaning no single device or entity manages the network.

Windows Workgroup

• Each computer in a workgroup maintains its own list of users and their corresponding access rights.
• This decentralized approach gives each computer autonomy over user management.

Windows Homegroup

• A homegroup allows for sharing of files, folders, libraries, and printers among member computers.
• Homegroup security is less robust compared to a workgroup, implying a greater level of trust among group members.

Windows Workgroup

• A Windows workgroup is a type of peer-to-peer network where each computer controls its own resources and no single computer controls the network.
• In a workgroup, each computer is connected to the network and can access resources shared by other computers.
• A peer-to-peer network has no central server, and all computers on the network are equal.
• This differs from a client-server network, where a central server manages the network and all computers are clients.

Features of a Windows Workgroup

• Multiple computers connected to the network.
• Shared resources such as network printers, local printers, and scanners.
• Shared files such as spreadsheet files.

Windows Domain Characteristics

• A Windows domain is a logical group of networked computers that share a centralized directory database of user account information and security.
• It is implemented on a larger, private network, forming a client/server network where resources are managed by centralized computers.

Windows Domain Components

• The centralized directory database is controlled by a network operating system (NOS).

Windows Account Types

• Windows 10/8 allows three types of accounts to sign in to Windows: local accounts, Microsoft accounts, and network IDs.
• Windows 7 uses local accounts and network IDs, but does not support Microsoft accounts.

Windows Domain Management Options

• Microsoft provides two options for managing a domain: Active Directory and Azure Active Directory
• Active Directory: a directory database that allows Windows Server to control a network
• Azure Active Directory: manages users in the cloud, creating a virtual network of users connected through the Internet

Windows 10 Authentication Methods

• Windows 10 offers three ways to authenticate a user:
• Domain join: a method for authenticating a user
• Azure AD join: a method for authenticating a user
• Bring your own device (BYOD) experience: a method for authenticating a user, allowing users to bring their personal devices to work

Windows Domain Management Options

• Microsoft provides two options for managing a domain: Active Directory and Azure Active Directory
• Active Directory: a directory database that allows Windows Server to control a network
• Azure Active Directory: manages users in the cloud, creating a virtual network of users connected through the Internet

Windows 10 Authentication Methods

• Windows 10 offers three ways to authenticate a user:
• Domain join: a method for authenticating a user
• Azure AD join: a method for authenticating a user
• Bring your own device (BYOD) experience: a method for authenticating a user, allowing users to bring their personal devices to work

Domain Setup

• To change Windows network connection settings, a network ID and password from the network administrator are required
• The System window is the location to access domain setup settings
• In the System window, Computer name, domain, and workgroup settings section is where the Change settings option is found
• The System Properties box is where the Network ID option is located, and it provides on-screen directions

Windows 10/8 Network Security

• Windows 10/8 offers three types of network security: Public, Private, and Domain networks.
• Public network: Strong firewall settings are configured, and joining a homegroup or domain is not allowed.
• Private network: Joining a homegroup or domain is possible, and file and printer sharing is enabled.
• Domain network: The domain has control over user authentication and file, folder, and printer sharing, managed through Active Directory or Azure AD.

Windows 7 Network Security

• Public network: Network Discovery is turned off.
• Home network: Network Discovery is enabled, and joining a homegroup is possible.
• Work network: Network Discovery is enabled, and joining a domain is possible, but not a homegroup.
• Domain network: The domain has control over user authentication and file, folder, and printer sharing, managed through Active Directory.

Providing Excellent IT Support

• Commit to providing excellent service to customers, treating them as you would want to be treated in a similar situation
• Preparation is key, which includes:
  • Knowing what customers want
  • Understanding what customers don't like
  • Knowing what customers expect from an IT technician

Key Traits of a Competent and Helpful Technician

• Be dependable and reliable in providing technical support
• Maintain a positive and helpful attitude when dealing with customers
• Practice active listening by not interrupting customers and focusing on their concerns
• Use respectful and polite language when communicating with customers
• Be culturally sensitive and aware of cultural differences when interacting with customers
• Show empathy and patience when dealing with customers who have physical disabilities
• Take ownership of the problem and be proactive in resolving customer issues
• Establish credibility by being knowledgeable and confident in your technical abilities
• Uphold integrity and honesty in all customer interactions
• Be aware of and comply with relevant laws and regulations in your work
• Present a professional image through dress and behavior

Planning for Good Service

• A key to success in delivering good service is to maintain a commitment to excellence, unaffected by circumstances or personalities.

Call Tracking Software

• Call tracking software is a crucial starting point for providing good service to IT support customers.
• The software tracks support calls and serves as a repository for technicians to record their call notes.
• The initial call for help triggers the creation of a ticket.
• A ticket is a record of the customer's request and the progress made towards resolving the issue.
• The ticket remains open until the issue is resolved.
• Support staff assigned to the ticket document their progress in the call tracking system.
• As an open ticket ages, it receives more attention and resources to ensure its resolution.

Initial Contact with a Customer

• Customers expect both technical and interpersonal skills from customer service representatives
• A professional phone call should include:

  Beginning the Call

  • Identifying yourself and your organization
  • Asking for and writing down the caller's name and number
  • Following company policies to obtain further information
  • Being familiar with company customer service policies

  Engaging the Caller

  • Opening up the conversation to allow the caller to describe the problem

Initial Contact with a Customer

• Technicians should be prepared to:
  • Identify the problem to be addressed
  • Determine the urgency of the situation
  • Identify the computer, software, and hardware that need servicing
• Essential items to bring to the service call:
  • A complete set of equipment needed
• Professionalism is key:
  • Greet the customer in a friendly manner
  • Shake hands to establish a rapport
  • Listen attentively to the customer's concerns
  • Ask questions to clarify the issue

Planning for Good Service

• Effective customer service involves interviewing the customer to understand their needs and problems.

Key Steps in Interviewing the Customer

• Ask questions to clarify the customer's problems.
• Take detailed notes during the interview to ensure accurate understanding.
• Continue asking questions until you have a thorough understanding of the issues.
• Request the customer to reproduce the problem to gain a better understanding.
• Maintain a professional tone by using diplomacy and good manners throughout the interaction.

Planning for Good Service

• Create an expectation of certainty with customers to ensure a positive experience
• Establish a timeline with the customer for project completion to manage expectations
• Keep customers informed of progress throughout the project to maintain transparency

Customer Decision Making

• Provide customers with opportunities to make decisions about repairs
• Offer options to repair or replace, and help customers decide which is in their best interest

Planning for Good Service

Working On-Site with Customers

• Avoid distractions while working on-site with customers
• Refrain from accepting personal calls on your cell phone and using social media
• Answer work calls, but keep them brief and infrequent
• If you need to excuse yourself, explain the reason to the customer and return promptly

Best Practices at the User's Desk

• Be considerate of the customer's workspace and minimize disruptions
• Protect the customer's confidential materials at all times
• Obtain permission before taking control of the mouse or keyboard
• Ask for permission to use the printer or other equipment
• Refrain from using the phone without the customer's permission

Planning for Good Service

• When working at a user's desk:
• Accept personal inconvenience to accommodate the user's urgent business needs
• Ask the user's permission before making any software or hardware changes if they are present
• Key goals for service:
• Educate the user on the issue and its solution
• Walk the user through the repair process to empower them for future issues
• Confidentiality:
• Refrain from sharing any information about the user or their issues on social media

Effective Telephone Communication

• Providing good service over the phone requires more interaction with customers.
• Technicians must be able to visualize what the customer sees to effectively troubleshoot issues.
• Patience is essential when dealing with novice users to ensure they feel supported.

Best Practices for Phone Calls

• If a call is disconnected, technicians should call back immediately to ensure continuity of service.
• Eating or drinking while on the phone is not allowed to maintain a professional tone.
• If a caller needs to be put on hold, inform them of the expected wait time to set expectations.
• Speak clearly and slowly to ensure effective communication.
• Refrain from complaining about your job to maintain a positive tone.
• Engage in upbeat and positive small talk to create a welcoming atmosphere.

Dealing with Less Knowledgeable Customers

• Be specific with instructions to avoid confusion
• Ensure customer backs up important data before attempting troubleshooting steps
• Ask customer to describe what's displayed on their screen to track keystrokes and understand the issue
• Use your own computer to follow along with customer's actions for better understanding
• Allow customer to ask questions freely to clarify any doubts
• Offer compliments to keep the customer motivated and engaged
• If customer requires extensive guidance, politely request that someone with more experience calls back to assist with the issue

Dealing with Overly Confident Customers

• Acknowledge the customer's expertise by complimenting their knowledge, experience, or insight to show appreciation for their perspective
• Manage the conversation pace by slowing it down to ensure a thorough understanding of the issue
• Confidently apply problem-solving skills to resolve the issue without being intimidated by the customer's confidence
• Avoid accusations of mistake-making, instead focusing on finding solutions
• Refrain from using technical jargon in response to the customer, even if they use it, to maintain a clear and respectful communication

Handling Customer Complaints

• When customers complain, be an active listener and acknowledge their concerns to show you're not ignoring them

Apologizing and Empathizing

• Give customers time to express their frustration and apologize when possible
• Avoid being defensive in your response

Dealing with Verbal Abuse

• Know your employer's protocol for handling verbal abuse from customers

Redirecting Complaints

• If a customer complains about a product or service not from your company, don't dismiss their concern with "That's not our problem"

Identifying Underlying Issues

• If a customer complains about your product or service, try to identify the root cause of the problem

Reducing Customer Anxiety

• Sometimes, making progress or reducing the problem to a manageable state can alleviate customer anxiety

Improving Communication

• Suggest ways to improve communication to prevent similar issues in the future

Customer Satisfaction and Closure

• Customer decides when the work is done and the service is finished
• Before closing the call, ensure the following tasks are completed:
  • Reboot the computer to ensure no boot problems were caused
  • Allow the customer sufficient time to verify all is working correctly
  • Request the customer to verify any restored data
  • Review the service call with the customer to ensure they are satisfied
  • Educate the customer on preventative maintenance to avoid future issues

Escalating a Problem

• It's not always possible for a technician to resolve every computer-related issue
• Certain problems may require escalation to a higher-level support specialist
• In such cases, it's essential to ensure a smooth handover
• The technician should follow up to confirm the customer and new support person have made contact

Working with Coworkers

• Being professional when working with coworkers is essential
• Prioritize business matters over personal matters
• Avoid taking things personally when coworkers don't meet expectations
• Refrain from sharing negative opinions with coworkers
• Politely change the subject when gossip is initiated by a coworker
• Recognize and acknowledge personal limitations and be willing to admit when unable to perform a task

Operating System (OS) Functions

• Manages hardware resources
• Runs applications
• Provides an interface for users
• Stores, retrieves, and manipulates files

Windows 10 Features

• Offers two GUI modes: desktop and tablet
• Multiple ways to launch a program from the desktop:
  • Start menu
  • Search box
  • Quick Launch menu
  • Icon pinned to the taskbar
  • File Explorer
  • Shortcut on the desktop
  • Run option on the Quick Launch menu

File Management

• File Explorer (Windows 10/8) and Windows Explorer (Windows 7) manage files and folders on storage devices
• File extension indicates:
  • How file contents are organized and formatted
  • What program uses the file

System Management

• Control Panel provides access to utility programs for system management

File Explorer and Folder Options

• File Explorer Options and Folder Options in Control Panel allow customization of file and folder display in Explorer

System Information

• System window provides an overview of the system, including:
  • Windows edition and version
  • Amount of memory installed
• System Information window provides detailed information on:
  • Hardware
  • Device drivers
  • OS
  • Applications

Windows Settings

• Settings app is a centralized location for accessing common Windows 10 settings

Network Management

• Windows 10/8/7 supports:
  • Workgroups
  • Domains
• Purpose: to manage resources on a private network
• Settings app can be used to:
  • Set up a computer to connect to a workgroup
  • Authenticate a user to join a domain
• Windows 10/8 support:
  • Public settings
  • Private settings
  • Purpose: to secure a network connection

Professional Customer Service

• Ensure a professional and friendly first contact with customers, prioritizing their problems or requests
• Employ active listening skills to understand customer concerns and ask pertinent questions to clarify issues

Effective Communication

• Set clear expectations with customers about your actions and intentions
• Encourage customer involvement in decision-making processes where appropriate

Conflict Resolution

• Develop skills to handle difficult customer interactions, including those with inadequate knowledge or excessive confidence
• Learn to address customer complaints in a confident and gracious manner

Problem Escalation

• Identify procedures for escalating unresolved problems to higher authorities, especially when starting a new job