A technician must document all repairs and computer problems. The documentation can then be used as a reference for future problems or for other technicians who may not have encountered the problem before. The documents can be paper-based, but electronic forms are preferred because they can be easily searched for specific problems.
It is important that a technician document all services and repairs. These documents need to be stored centrally and made available to all other technicians. The documentation can then be used as reference material for similar problems that are encountered in the future. Good customer service includes providing the customer with a detailed description of the problem and the solution.
Personal Reference Tools
Personal reference tools include troubleshooting guides, manufacturer manuals, quick reference guides, and repair journals. In addition to an invoice, a technician keeps a journal of upgrades and repairs. The documentation in the journal includes descriptions of the problem, possible solutions that have been attempted, and the steps taken to repair the problem. Note any configuration changes made to the equipment and any replacement parts used in the repair. This documentation is valuable when you encounter similar situations in the future.
- Notes - Make notes as you go through the troubleshooting and repair process. Refer to these notes to avoid repeating previous steps and to determine what steps to take next.
- Journal - Document the upgrades and repairs that you perform. Include descriptions of the problem, possible solutions that have been tried to correct the problem, and the steps taken to repair the problem. Note any configuration changes made to the equipment and any replacement parts used in the repair. Your journal, along with your notes, can be valuable when you encounter similar situations in the future.
- History of repairs - Make a detailed list of problems and repairs, including the date, replacement parts, and customer information. The history allows a technician to determine what work has been performed on a specific computer in the past.
Internet Reference Tools
The Internet is an excellent source of information about specific hardware problems and possible solutions:
- Internet search engines
- News groups
- Manufacturer FAQs
- Online computer manuals
- Online forums and chat
- Technical websites
The figure shows an example of a technical website.