5.2 Explain environmental impacts and the
purpose of environmental controls
1. By causing irreversible mechanical damage to the hard
drives, it may be ensured that the data is permanently lost.
Even if you format, it is possible to recover data using special
tools, and therefore it is not recommended under circumstances
where hard drive contain sensitive information.
2. A hard disk should never be low level formatted at the
customer premises. It is highly recommended that it is done
at the manufacturer's or at any authorized center. It is very
cumbersome to change the partition sizes, once the hard disk
is partitioned and used. It may require backing up all the data
and restoring after repartitioning.
3. Keeping the hard disk free of any dust, and enabling good
airflow around the hard disk will enhance the life of the hard
5.3 Given a scenario, demonstrate proper
communication and professionalism
1. The following are the best practices that a computer technician
a. Maintain a positive attitude
b. Listen and do not interrupt the customer
c. Be culturally sensitive
d. Be on time (if late contact the customer)
e. Avoid distractions like personal calls, taking co-workers,
f. Avoid arguing with customers and/or being defensive
g. Follow-up with the customer about any installation
or repair activity
h. Properly document any activity
2. If customer calls you because a solution that was earlier
suggested by another technician did not appear to have solved
the problem ask the customer to explain the problem. It is possible
that you would be able to resolve the same without escalation.
Decide if you need to escalate the issue after carefully reviewing
3. If a user calls to report that a notice pops up on their
screen whenever they try to download video clips from a website.
The notice says "The streaming media is limited to 60 minutes
per day, please confirm". You have recently implemented a filter
to allow only 60 min of streaming media per day per user computer.
You need to maintain the professionalism when conversing with
4. If a user reports that he had not heard from a help desk
technician for the past two days, after the initial complaint
was made assure the customer that the problem will be escalated,
and would return the call at the earliest.
5. A PC may have multiple problems. Solving one problem doesn't
mean that all the problems (or the main concern) has been solved.
One needs to investigate and fix the problems that the user
had reported. In the event of any difficulty in solving the
problem, escalate the same to higher levels. Sfc /scannow will
inspect all of the important Windows files on your computer,
including Windows DLL files. If System File Checker finds an
issue with any of these protected files, it will replace it.
You must be logged in as a user with administrator rights in
order to run the sfc /scannow command.
5.4 Explain the fundamentals of dealing
with prohibited content/activity
1. Chain of custody (CoC) refers to the chronological documentation
or paper trail, showing the seizure, custody, control, transfer,
analysis, and disposition of physical or electronic evidence.
Chain of custody ensures that the evidence is not tampered with
when presented in a court.
2. If a user's PC has been confiscated for prohibited use
before giving the PC to another department the technician needs
to document change of custody
3. If you are attending to the maintenance of a clients computers
and you notice that one of the systems have a lot of inappropriate
content. You need to report the matter using proper channel
first. Any inappropriate material should be reported to the
management for necessary action. The reporting structure needs
to be maintained in an organization.