Unit 05: LO 2 - 2.3 - Tools & Techniques

Assessment

• Report

System Alerts

These are like the alarms that go off when something's not right. System alerts notify the helpdesk immediately when there's a problem, like a failed login attempt or a malfunctioning server. They act as an early warning system, allowing the team to act quickly.

Dashboards

Imagine a dashboard like the control panel of a spaceship; it shows you all the vital stats at a glance. Helpdesk staff use dashboards to monitor system health, ongoing issues, and key performance indicators (KPIs). It's a quick way to see what's going on and what needs immediate attention.

Live Traces

This is the detective's magnifying glass, allowing you to follow data packets as they travel through a network. Live traces can help in identifying bottlenecks or failures in real-time, like tracing the path of a ball in a pinball machine to figure out where it gets stuck.

Activity/Error Logs

These logs are like a history book or a detective's case notes, documenting what has happened. When a problem arises, helpdesk technicians can look at these logs to see what events or errors occurred before the issue. This can provide valuable clues for resolving the problem.

System Recovery Tools

When all else fails, these are the "fire extinguishers" or "first-aid kits" for your system. Tools like system restore points or recovery disks allow technicians to roll back to a point where everything was working fine. It's like having a time machine to undo a problem.

By using these tools and techniques in combination, a helpdesk can effectively diagnose, troubleshoot, and resolve a wide range of digital problems, ensuring that the business operates smoothly and securely.