ISCG6412 IT Help Desk

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Question:

You have the option to pick from any five of these problems.

These headings should be used for each problem (equal to the Incident Logging form).

A set of questions that must be asked

References

An appendix contains all research, downloads, help files and other information.

Study groups (highly recommended).

Research can be shared by your team.

Discussion (can hold class discussions upon request)

Sharing reading material

Do you want to be the best at this assignment?

You might:

Talk to your lecturer about it

Learn more from Maia or Te Puna Ako.

Answer:

PROBLEM STATEMENT

This can occur when someone uses different passwords for multiple accounts. If this happens, customers can call help desk to retrieve their account or set a new password.

This happens when an account is stolen. However, the customer can retrieve their account through the above mentioned methods.

A SERIES QUESTIONS NEEDED TO BE ASKED:

1)Hello, what is your name and what problem are you facing?

2) WHAT IS YOUR LAST PPASSWORD?

3)HAVE YOUR E-MAIL ID ACCESSED?

4)Are YOU USING THE MOBILE PHONE NO.

ARE YOU REGISTERED IN AN ACCOUNT

5)DID YOU RECEIVE A NOTICE SAYING THAT YOUR PASSWORD IS GOING OUT OF USE?

6) ARE YOUR PERSONAL AND CORPO RATE COMPUTERS USEABLE?

7) ARE YOUR USE VPNS OR ANY BROADBAND NETWORKS?

8) DID YES, DID YOU MEAN YOUR SECURITY QUESTION?

9)HAVE THE OTP?

1) Click the forget password option. This will display the security question that was asked when creating your account. Once you have answered it, you can generate a new passcode and gain access to your account.

2) If your mail has access, you will be given an OTP. This will allow you to access your account.

3) If you have registered your mobile number.

The help desk will send an OTP to the registered mobile number.

With this OTP, you will be able access your account.

4) You may use the troubleshooting feature it will ask you questions to reset password.

PROBLEM STATEMENT

A SERIES QUESTIONS MUST BE ASKED:

Are there any active actions?

Are you correct in how you type your password?

Are you sure that your browser has cleared all cookies and cache?

Are you familiar with incognito login?

Is your PC in safe mode or not?

Have you received your OTP yet?

Did you give your password out to anyone?

Have you checked whether your CAPS lock is enabled? Customers can be directed by the log-in page to find the forgotten password option.

They can then request an OTP via their registered mail id, or mobile number.

Customers may also be asked to log back in.

Customers may also attempt to log in using security question.

PROBLEM STATEMENT

It is possible for the internet to be down temporarily, but it can also be active for a few seconds.

For technical assistance, users can call the help desk in this instance.

The help desk must address the problem and provide a solution.

A SERIES QUESTIONS MUST BE ASKED:

When was the last time you accessed internet?

Did you correctly place your IP into your LAN?

Is it a router, or a direct connection?

Have you tried to restart your machine?

Is your network card safe?

Is there any lightening?

Have you checked the wires?

Is the log-in page for your ISP opening?

Is the problem only in your area or just you?

What message are you getting in your browser when trying to open a web page?

Which website do you use for testing?

Customers may be asked to run ncpa.cpl using their run window. Then, from the LAN program they need to input their IP.

You can also tell them to restart the router and restart their machine.

If all else fails, they should check for a wire problem.

To check the issue physically, the customer can log an incident ticket.

PROBLEM STATEMENT.-Customers who use iPhones often complain about not receiving their mails through their outlook account. Sometimes, the mail app is fetching only the most recent emails.

But, each app has its own definition for “recent” which may not always include your latest mail.

Sometimes, the view displayed is not ordered according to date.

Instead, the app lists items according to the order in which they were last copied (or moved back into) to the Inbox.

This allows mail to appear in different order.

Mail can then be retrieved from your mail server using the most recent arrivals.

QUESTIONS TO BE ASKED

When was the last time that you accessed your mail?

What is the problem when you try to access your email?

You’ve tried accessing your mail on other devices.

Did you check the internal space of your device?

Are you using an Outlook app or a browser?

You might try clearing cookies and caches from your browser.

Have you checked the internet connection?

Are you receiving email notifications?

Are you having trouble rooting your phone?

Is there a security app on your phone that you can use?

Solutions: Upgrade to the latest 10.x IOS version

Try these other options if this doesn’t work:

Continue scrolling down (pulling) until you see the Inbox list at the bottom to load more mail.

The “Load More Mails” button was present in older versions of iOS Mail.

iOS 8.x or higher simply takes the hint at the end of the list to display more.

The app will fetch the next batch of messages by scrolling down, and it will be able fill in any gaps.

In older iOS versions there was an option to choose from 50 to 1,000 most recent messages.

This setting is no longer necessary in iOS 8.x+.

You can choose to move any emails that are not in the correct order from your Inbox into another folder such as the macOS Archive or a new mail directory that you create.

Once all the emails have been loaded, the app displays them in the correct order. This means that you should be able view any email you desire.

Apple has yet to address this problem, despite repeated requests from us and others.

Sign up for SaneBox and let us label you Inbox. We will then process your mail to Sane Folders.

When you cancel, you can keep your Sane folders and not have the mail returned to Inbox.

SaneBox accounts can be canceled at any time. You can also rename these folders if you wish.

As a student, I would like to be able the download free software from the site for my course.

PROBLEM STATEMENT: Sometimes students need to download the software that is relevant to their course. However, technical problems might prevent them from doing so.

The student might contact helpdesk for assistance.

This problem could be caused by an expired licence, bad internet connections, etc.

Do you need a license in order to download the free software/s?

Have you checked the internet connection?

Is the course you are looking for correct?

Are you sure that you are eligible?

What message does it send when you try to download free software online?

When was the last time that you downloaded software for free from this website?

A customer might be asked to buy a new key after their license key expires.

The profile of customers who received free software must be verified.

It could be a profile problem or expiration issue.

Refer to

Cisco IT Case Studies: Routing and Switching

“Stability Features”, are ways to avoid the “count until infinity” problem

Ratul Mahajan, David Wetherall and Thomas Anderson.

Mutually Controlled Routing With Independent ISPs

NSDI 2007

Matthew Caesar, Jennifer Rexford.

BGP routing policies within ISP networks.

IEEE Network Magazine, Special Issue on Interdomain Routing. November/Dec 2005

Operational Transport Planning and Uncertainty.

R.R.

Negenborn and Z. Lukszo (Eds.

Gerald Ash (1997).

Dynamic Routing in Telecommunication Networks.

ISBN 0-07-016414-8

Routing in Internet. Second Ed.

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