Desktop computers take up a lot of office space. Therefore, my company decided to switch out some desktop computers with laptops. Laptops were added to the workplace to reduce the office space needed. The inventory was already filled with spare desktop parts. It is mandatory to stock up on spare laptop parts in the event of any malfunctioning parts. Additional inventory space would be required. Stocking up such parts would mean that This would increase the size of the overall inventory size. Now, I must keep track of both sets of spare parts. Additionally, I had to spend a huge amount of time learning about the new laptops. Some laptops are tough to open and to get access for repair purposes. I had no control over this situation as it was the decision of the management to replace the existing system with new ones.
At first, it was very difficult for me to adjust to the new systems as I had only experience on desktop repairs and no such additional training was provided for the laptops. I could call in the laptop technicians from the respective companies when there is a major error in the systems. However, the time taken to solve small laptop problems is quite significant and it consumes a lot of time which my company cannot afford. Thus, I took the initiative of learning about the new laptops from internet sources especially YouTube, where a lot of information is available about laptops and the information is elaborate and helpful.
During my work, I came across a system that was automatically restarting as soon as it was booted up. This system was very difficult to repair as at first, I could not understand whether it was a software or a hardware problem. I formatted the system however, it did not resolve the issue. The system was working fine one whole day and then it started to reboot repeatedly. I assumed it was a hardware problem and started to initiate hardware repair. I started by cleaning the system fans. Usually dust gets accumulated on the fans and due to this the system gets overheated over time. This causes a system restarts. Even after cleaning the fans, the system was still restarting. I then proceeded to reapply the gel on the processor, as I thought that it might be the reason. However, that did not solve the use either. This created serious problem as I could not identify the reason behind the restarts. Therefore, I started searching the Internet for solutions. I came across a post where problems with the bios was highlighted. I then proceeded to update the bios of the computer. This solved the problem and the computer was running smoothly.
I wish that I was thorough with the software diagnosis first before going into the hardware analysis as it would have saved some time and effort. Thus, checking the bios first is a necessary step when dealing with abnormal system shutdowns and reboots otherwise it may result in hard disk failures.
Fast decision-making means that there is less time to think about the situation and more time is required to implement the decision. There was an instance where I had to provide remote desktop support to a project team located at another location. One of the team members reported a problem that he could not connect to the office network and he had an urgent report to submit. I had only five minutes to resolve the situation otherwise that person might lose his job. I consulted him on this situation by directing him to add the company’s website IP address as an exception to the firewall of his system. However, this did not solve the issue. He still got the same error message saying that he could not access the network. I had to take a quick decision as I had very little time remaining. There were quite a few scenarios that came to mind, however there was not enough time to test all my hypothesis.
I tried to reconfigure the system remotely so that it can connect to the company’s network but it failed. I tried to change the firewall’s settings myself but that did not help either. I then finally came up with an idea. I added the IP address of the remote machine to the company’s firewall using Azure SQL server. Whitelisting the IP address, helped to create an entry point for the system. Thus, I was able to solve the issue in the limited time that was available to me.
I have joined an organization and have been working there for almost three months. The rules and regulations of the company allows its employees to use their personal devices on the corporate network. However, the use of these devices went unregulated as the company did not employ any strict measures to monitor these devices. Being a level 1 employee, there were many restrictions. However, I gathered the courage to approach my team lead with the idea that we must create a separate team to handle queries related to mobile devices. Generally, the tickets are registered for desktop and mobile device support and these tickets come to us unsegregated. With the increasing amount of mobile device on the company’s network, I think it will be more efficient if a separate team would handle their queries. A combination of desktop and mobile support tickets produces a high amount of stress on the technicians, as now they must keep themselves about both desktops and all the various mobile devices available in the market.
It only took a week to execute my idea, and we started getting the results. The outcome was that there was a twenty percent increase in productivity. This is because each team was handling their own set of support requests and not a combination of desktop and mobile support requests.
Yes, I was very happy with the outcome. I was even commended by my team leader and the manager as I showed my dedication towards my job and the collective objectives of the company.
During my work as a desktop technician, my supervisor Mr. David left and a new person Mr. Victor was appointed in his place. Mr. Victor was a nice person to talk to and he was nice to us. However, the real problem started when he used to call us in his office to talk on-to-one. I came to know about his behaviour when I was called to his office once.
He is very rude to his subordinates if things do not go as he wishes and he does not take criticism well. Every member in our team was unique and did their work in their own exclusive way. However, this was not acceptable to Mr. Victor as he wanted everyone to follow his method of work. He forced every team member to follow his method of work and anyone who did not follow his methods faced his wrath. Productivity decreased as everyone was upset with our current scenario.
The human resource department must intervene during these situations as people fear they might lose their jobs if they go against their bosses. However, the HR department thought that it is better we resolved our issues internally. Thus, our team came up with the idea that we should have a meeting with our supervisor and inform him of the situation.
After a long discussion, we were able to remedy the situation. It has been six months since and we did not have any more issues with our supervisor. Our relationship with him has improved significantly.
There were several conflicts that take place in a workplace. Some are of smaller magnitude while some are of larger magnitudes. I have had some conflicts in the past with some of my colleagues. One conflict however was significant. My team being level 1 technicians, we were responsible for maintaining the systems and keeping the software updated. One of my colleagues Sam, wanted to keep all software update related processes automated. He kept the ‘automatically update’ option enabled for the operating system and the applications. This saves a lot of time and effort. However, I feel that every patch update is not essential for installation as it consumes system memory without being of any assistance. Thus, I presented the idea of manual testing the patches in isolated systems, to my team leader. This testing process would reveal any bugs in the update patches. Applying selected patches to the system would mean that the system would consume less resources. Security threats are also minimized as these patches are scanned for backdoors and malwares.
This developed into a conflict between me and Sam. He wanted to keep the update process automated however I wanted to initiate manual testing. I convinced my team leader of the benefits of manual patch testing and the also showed the drawbacks of automatic updates.
After six lengthy discussions, we were able to come up with a truce where some of the systems would be manually updated and the rest would be updated automatically. This would be on a trial basis to check my idea’s validity.
A desktop support technician encounters different challenging situations. The person must solve the problem in minimal time possible. Sometimes a task is impossible to complete within the stipulated time. However, the support ticketing system demands us immediate resolve. Thus, have no choice but to immediately resolve the problems with maximum precision and minimum time taken. These moments are very stressful for me. There were times where I had to resolve multiple tickets. My team consists of three members. One fine day the other two members of my team fell seriously ill due to food poisoning. Due to this incident, I had to handle all the workload of that day. After some hours, I got very stressed and tired as I had to work continuously without any breaks. We had handled several problems in the past nevertheless, our team solved all the problems by making a rotating break schedule where at least two of us would always be at our stations.
Time management was of great significance in this scenario. I segregated the tickets based on severity and urgency. I focussed on the tickets based on priority level. However, I reserved additional time slot to attain to any high-level tickets that may come at a later point of the day. I divided each hour into five segments where I used every alternating segment to take breaks and cool off from the stress. I resolved every issue within four to five minutes. Every hour I would update my work structure based on the tickets received.
Human error is common for daily tasks. However, the work I do has to be completed with the utmost precision otherwise the other department of the company would tend to fall behind. It expected from us that we should keep our errors to a minimum. Some errors are quite insignificant although there was one error that could have jeopardised the network of our entire company. Jones is very efficient in his work. In one of his assignments, he opened five ports in the network’s firewall and accidentally left two of them open. An open port is not a risk. However, the service that can be executed through those ports is quite risky. These ports posed a huge security risk for the company as a hacker could have exploited these open ports to penetrate the company’s network very easily and steal data. I came across this problem during a routine check for open ports.
I immediately sent emails marked as emergency to the networks department requesting them to close the ports immediately. However, that was not enough as the network department was being slack in their approach. Thus, I took a very bold step by disconnecting every system from the network and only kept the emergency services running. This kept the employees from connecting to the Internet which would jeopardise the company’s network.
No one could connect to any of the public websites and this proved to be of utmost importance until the network administrators was able close the open ports.
I had troubleshot various problems in the past ranging from hardware to software solutions. There was one problem that stood out the most. It took an enormous amount of time to solve the issue as the person who had called was an elderly gentleman and had no knowledge about any technical aspects of a computer. Mr. Terry H. Roman called right as my shift was about to end. I received the call and he explained to me that he was unable to boot his computer for the last two hours and he had some urgent work-related emails to send. He could not identify the problem and whenever he tried to start his computer it showed a black screen. I identified the problem as a system crash and informed him that he needed to reinstall the operating system of the computer to and it would start working. I was already an hour late due to this incident. The next support technician had arrived however, he would not switch calls and demanded that I must solve this problem. I then proceeded to guide him on the process of computer formatting. It took a ridiculous amount of time trying to make him understand on how to format. He failed the first format process and thus I had to guide him again from the very beginning. I was being patient throughout the process and it finally paid off.
Mr. Roman was very happy with my work and even emailed my company thanking me for my helpfulness.
It is generally expected of a desktop support technician that they would solve problems as they arise. Acting reactively is adequate to solve most problems. However, an excellent support technician would be able to act proactively and solving the issues even before they become a problem. However, such proactiveness comes with experience. Without experience, the technician would not be able to understand the concept of proactive problem prevention. I had been working in this industry for two years and thus there were times when I was able to prevent some major issues. Different employees tend to use their personal USB drives in the company’s computers. The viruses and malwares on the drives infected the company’s system and then my team had to clean the system, which is a time consuming and painstaking process. I set up a group policy in the computers where a person could read and write USB drives registered to the company’s database only. This would mean that any unauthorized pen drive could not be connected to the system. The employees were unable to connect their personal drives and thus I was able to eliminate the problem of infected systems with such a simple step.
An infected system possesses high risk for the company. The viruses and malwares are created to delete the data on the system. There are instances where the malwares install a backdoor to the system that can be exploited by a hacker remotely. This was the reason that urged me to take such a step.
I used to work for a start-up company where I was appointed to provide desktop support to the company’s customer base. The size of the customer base was very small. Eight of us formed the entire company and each of us were assigned our individual roles. However, we used work in unison that helped us to fulfil our job roles efficiently. A large customer base was needed to generate revenue for the company. More revenue would mean more investment for the company.
I collaborated with the marketing and sales personnel to develop ideas for attracting more customers. We used digital marketing as the best method for reaching the customers. We provided desktop assistance through remote connection and through phone calls. I gave full effort to provide the best customer possible. I then used the satisfaction of these customers to generate more customer leads through recommendation. Satisfied customers are always beneficial for business. This helped our business to grow. I urged the founder of the company to hire more people who would provide desktop support. I also allocated one person with the responsibility to take feed back from the customers. This implied that our company cares about its customer base and thus customer retention increased by a huge amount. With a growing customer base, it was becoming tough to maintain it with a small number of employees. More employees were then hired to provide the necessary manpower needed for desktop support. The generated revenue was also used to upgrade the existing company’s systems.
I worked as a desktop support technician for more than two years. There were various problems that I faced during my work and I was able to solve almost all of them with extreme prejudice. There was one problem that can be mentioned here that required good judgement from my end or else my company would have lost the customer. Mr. James was not sure about the problems with his system. He contacted us on an urgency as he required the system to be fixed as soon as possible. We were talking over the phone and he could not explain to me the issues he was facing. However, he kept on insisting that I must solve the problem with his computer. I quickly came up with a list of questions that I could use to identify the problem. Nevertheless. I had to keep the list of questions short and precise otherwise it would be a problem if he got irritated with the questions as he displayed very little patience. I asked him if his system was restarting recurrently or whether there were frequent screen freezes. He was primarily facing problems while copying files. After analysing his responses, I concluded that the hard disk of his system had started to corrupt and thus he was facing file transfer issues. I recommended that he should change the HDD of his system as early as possible otherwise he would lose all his data. I also recommended that he must back up all his data to the cloud before changing the HDD.
There were many times when I was able to successfully identify the problems that occurred in the customer’s system. Among them there were some problems and malfunctions that was due to the customer’s fault and yet they called to blame the vendor company of the malfunction. One such customer called to complain about his malfunctioning computer where several of his important files got deleted without any warning. I wanted to verify the reason of the faulty computer and thus I started to ask a series of questions. After asking several questions, I was able to confirm that the malfunctioning was due to some incident that happened on the customer’s side but he was unwilling to admit that. This caused a problem as support tickets were piling up and I had to close this ticket as fast as possible. Thus, I tried to convince him that the malfunction was not a manufacturing problem but something that happened on his end.
I concluded that it was a virus or a malware. Thus, I recommended him to use ESET’s Free Online Scanner and Malwarebytes to scan the system for any infected codes. These are open source software and thus it did not cost him any money. After successive scanning the scan reports showed that he had eighteen virus threats in his system among which two of them were serious threats to his system that were responsible for deleting the files. Using these reports, I was able to convince him that it was indeed the fault of the user that his system got virus infected.
I like working as a desktop support technician role due to several reasons. Many people do not have the necessary technical knowledge to understand and troubleshoot the problems that arise while using a computer. Helping them remotely takes a lot of patience nevertheless the result is rewarding. There were times when it was difficult for me to continue working in his industry as I could not handle the stress. However, the positive reviews that I received from the customers were always helpful in reducing that stress. I was grateful that I could utilize my knowledge about computers and it became my passion. I also think that helping other people has allowed me to grow as a person.
Although I like the job of a desktop support technician. There are several aspects of this role that I do not like as well. Some interactions with the customers had negative influence on me. These people were very impolite to speak to and generally they blamed the company for every malfunction of their computers. These people do not give much time for solving their problems and it is almost impossible to convince them in case the issue was generated from their end. These are some scenarios that instigates stress within me. However, I can deal with such stress with some simple techniques like talking to a friend or taking breaks whenever possible. Mitigating stress through anxiety management is of vital importance. I acknowledge that this job poses a lot of anxiety however the fulfilment I get from doing this job far outweighs the problems.
I have recently joined a company as a level 1 technician for desktop support. My shift timings start from eight in the morning to five in the evening. This includes eight hours of work time along with one hour of break time. However, after six months of working I have felt that working for four straight hours without taking any breaks has been affecting my health. The one-hour long break is not necessary for lunch. There is an abundance of time that I have no idea how to spend.
I have been consulting a therapist regarding my anxiety management and he has suggested that I should take a five-minute break after every one hour of work. I wanted to approach my manger regarding the break-timings that we receive and if any flexibility is possible to accommodate the suggestions of my therapist by making changes to the one-hour long break. Mr. David, my manager at first did not quite understand my suggestion. He thought that I wanted to take six five-minute breaks in addition to the one-hour long break. After a long discussion, I was able to clear the misunderstanding. Nevertheless, that was as far as I could go. I had a very tough time trying to convince him that this was a procedure that I wanted to follow to successfully mitigate my stress. However, I was unable to convince him of any such changes that would solely benefit me.
Being an entry level position holder, I have felt that it is very tough to convey my ideas to my manager.
Me and some of college friends decided to conduct a survey that would contain questions like their favourite computer manufacturer, their personal desktop specifications, the issues they face while using their computers and their likes and dislikes about various computers along with the respective reasons for their answers. We designed the questions and the respective responses as precisely as we possibly could. We then used Google Forms to develop the survey as it is very easy to use and the collected data can be exported to a spreadsheet where the responses can be saved for analysis.
We set-up three short-term goals that can be achieved for completing the project undertaken. The first goal was that we would create a set of questions that would cover every single aspect of the survey that we were trying to conduct. The second goal was to incorporate those questions in Google Forms and check the preview for testing purposes. The third goal was to collect the responses from all the people at my college. To achieve this goal, we contacted our college dean to get the email ids of the survey participants. We attached a cordial message from us and the dean along with the survey link so that people would be willing to attend the survey questions.
We determined two long-term goals for conducting the survey. The first is that we would be able to understand and analyse the preferences of the people in terms of using their computers. The second goal is that we could use this information in the future while working. We could focus our efforts on some specific computer issues that we identified from the survey.
I encountered a situation where I had to troubleshoot the system of Mr. James Ruth who filed a request saying that his system was encountering bugs. After scanning the system for an hour and a half, I could not identify the source of the problem. It was then I started having a conversation with Mr. James to identify the problem from his use history. I observed that does not have his system on auto update. A faulty system file was creating problems for him. Therefore, I recommended him to keep his system on auto update always. This would mean that any patch update would be installed automatically without any hassle on his end. However, I also observed that he has a very slow Internet connection. This means that whenever his system would be downloading updates, he would not be able to use his Internet connection while the update is being downloaded.
Here, I was being dishonest and hid the fact about the problem that he would face while keeping his system on auto-update. The reason behind this is updating patch notes is important for every system, however, if he came to know that it slow down his Internet connection, he would never put his system on automatic update. It would take a substantial amount of time trying to convince him of the benefits of the system updated. Suggesting manual updates is not viable either as most people often forget to update their systems and this is glaringly evident from the current situation.
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