Unit Aim
The aim of this unit is to provide Learners with the knowledge, understanding and skills to problem solve basic technology problems.
Unit Content
LO1 Understand simple technology problems
How to know a computer has frozen (hung, stalled): cursor or mouse not moving, keyboard not responding, unresponsive programs, display error on screen, frozen screen, no sound, inability to close program or window, unresponsive system, external devices not working, hard drive activity stops, unusual system behaviour.
How to identify an issue with the internet connection: slow downloads or uploads, slow or inconsistent speeds, frequent disconnects, intermittent connection, inability to access websites or services, no signal, unusual network behaviour, router errors, error messages.
Where to find guidance on a technology problem: online forums, online communities, manufacturer websites, online tutorials, online guides, tech support hotlines, user manuals and documentation, search engines, social media, and local repair stores.
LO2 Be able to fix simple technology problems
Resetting login details: changing a password, requesting resets, security questions, forgotten password, forgotten login, and organisation details.
Accessing the task manager on a computer: control panel, keyboard shortcuts.
Restarting a frozen (hung, stalled) computer: restarting a computer in typical circumstances, frozen computer, forced restart.
Disconnecting and reconnecting to an internet connection: accessing Wi-Fi settngs, passwords, finding networks.
Installing virus protection software: select software, free software, paid software.
Facilitating a virus scan: access virus software, facilitate scan, ensure programs closed, frequency of scans, using results of the scan.
LO3 Understand technical problems that require more specialist assistance
Signs a computer has a virus or trojan: slow performance, unexplained pop-ups or ads, frequent crashes or freezes, strange behaviour, error messages, unauthorised access to files or programs, missing files, missing data, excessive network activity, security software disabled or malfunctioning, suspicious processes or programs, changes to browser setÝngs, ransom demands.
How a computer or technical device could become locked: user authentication failures, security setÝngs and policies, security software, anti-theft measures, malware, remote administration or management, hardware or software failures, forgotten passwords, and unauthorised access attempts.
Actions to take before calling a support service: accurately document issues, check cables, check the connection, restart the computer, check for online advice, check manuals, backup data, prepare information, and check service status.
LO4 Be able to assist in fixing a more complex technical problem
Identifying a trustworthy help service: reputation, reviews, qualifications, certifications, accountability, transparency, security and privacy practices, availability, responsiveness, contact information, customer service experience, afÏliations, partnerships, satisfaction policy, referrals, and recommendations.
Accurately describing a technical issue over the phone: clear and concise language and descriptions.
Accurately describing a technical problem over email: screenshots, clarity of language and description.
Following technical instructions from an expert: giving remote access and control, accessing setÝngs, accessing applications, and going to directed websites.
