[26422] in resnet
Re: Teaching how to troubleshoot . . .
daemon@ATHENA.MIT.EDU (Rizzo, Jim)
Thu May 26 09:47:16 2011
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Date: Thu, 26 May 2011 13:46:54 +0000
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From: "Rizzo, Jim" <JRIZZO@PROVIDENCE.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <473C80E1-8376-4B06-8025-A377C41C9052@duke.edu>
I tell my students to ask a lot of questions, starting with the basics and
building up from there. Questions to ask:
Are there any error messages? If so, what do they say?
Can it be reproduced after reboot?
Is it plugged in?
Is it turned on?
The ability to troubleshoot is a skill that's tough to teach in a short
class. It's something learned over long periods of time, in my experience.
I would love to see what others do as well. I have the benefit (I'm
staying positive here) of having almost an entirely new staff next year.
So I can teach them all without having pre-conceived notions.
Jim
--
Jim Rizzo
Helpdesk Manager
Providence College Information Technology
(401) 865-1277
AIM: JRizzoPC
http://itweb.providence.edu/helpdesk
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On 5/26/11 9:26 AM, "Erin Nettifee" <erin.nettifee@duke.edu> wrote:
>Hi all,
>
>We're starting our planning for training our new staff in August (here
>before you know it!)
>
>One of the things that we see as an area of improvement in our training
>is the idea of teaching how to troubleshoot. It's something that's
>implicit in all of the training that we do, but we're interested in
>making much more explicit. We want people to be comfortable not just with
>"Here's how you fix ____", but also with "The customer says they have no
>idea what's going on, how do I figure it out?" We have students who work
>in multiple areas (public schools, help desk, printing, multimedia,
>communications, training) but we feel like all of them can benefit from
>this kind of generalized, higher-level training.
>
>Has anyone ever taught a "Troubleshooting 101" class like this before? If
>so, would you be willing to share your thought process on it, and maybe
>some course materials? Right now, we're thinking that the best way to
>structure this would be some introductory lesson / lecture type, and then
>a LOT of active roleplaying . . . but we want to make it as interactive
>as possible.
>
>Thanks in advance!
>
>Erin
>
>-----------------------
>Erin Nettifee
>Coordinator of Academic Support / Link Liaison
>Duke University Office of Information Technology
>erin.nettifee@duke.edu
>(919) 668-4829 (desk)
>
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