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IT people at work

Sarah Harrison is a help desk technician. She works at a help desk, a computer support centre where people phone for help with their computer problems. “In my job I have to talk to the computer user to find the source of a problem and try ro fix it on the phone. We offer computer assistance for all types of problems. Some people prefer to use the word debugging when we solve programming errors and use troubleshooting when we solve problems encountered while using information technology tools. Sometimes there are no problems with either of them and it's a PEBCAK, the problem exists between the chair and keyboard, i.e. it's a user's problem. I generally start by asking the customer if there has been an error message, a warning of a problem displayed by the application inside a dialogue box, a small window that provides information about the problem and an interface of communication with the user. One of the most frightening messages is the one shown with a BSoD, or Blue Screen of Death a blue screen that shows an unrecoverable system error."

Describing the problem

People ask the help desk technician for help with problems like these:

“My printer is producing fuzzy, not clear, printouts.”

“I get a lot of error messages. Some of my files won't open. They're corrupted, damaged.”

“The monitor flickers, the image is unsteady.”

“My optical drive fails: it won't read or write discs.”

“My machine is running very slowly and it shows low memory error messages.”

“'My computer is behaving strangely. I think it's got a virus.”

“I get a 401 message: I'm unauthorized, not allowed to enter that website.”

“I've tried to access a website but I get a 404 Not Found message, as it it didn't exist.”

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