The Art of Technical Support

Helping people use technology is a complex combination of technical knowledge, diagnostic acumen and human communications.  This series of lectures discusses a wide range of techniques that I found useful when I was delivering and managing technical support to computer users in the 1980s.  Most of the lectures have a page of review questions available. Last given at John Abbott College in 1997.

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1 How to Study & Use Technical Information
   PPT   PDF       Review (PDF)

2 How to Solve Technical Problems
   PPT      PDF      Review (PDF)

3 How to Handle Difficult Calls
    PPT     PDF       Review (PDF)

4 How to Work in a Tech Support Team
    PPT     PDF       Review (PDF)

5A How to Work with Vendor Support
    PPT      PDF

5B How to Build Bridges to Your Users
    PPT           PDF       Review 5A&B (PDF)

6 INFOSEC for Tech Support (1)
    PPT           PDF       Review (PDF)

7 INFOSEC for Tech Support (2)
    PPT      PDF       Review (PDF)

8A Ethical Issues in Cyberspace and in the Workplace
    PPT      PDF       Review (PDF)

8B How to Teach
    PPT     PDF
(no review)

 


 

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Updated 2011-05-29