carolina guadalupe perez diaz.

• talk a b o u t r e s u l t s of a n a c t i o n

7 IT s u p p o r t
• write service reports
• e x p l a i n the u s e of t h i n g s
• deal with problems
Pre

Fault diagnosis
We
(an
Speaking W o r k i n p a i r s . Make a list of c o m p u t e r h a r d w a r e p r o b l e m s . C o m p a r e y o u r list
the
w i t h a n o t h e r pair.

pa

Irr

Reading 2 Read t h i s d i a l o g u e a n d c o m p l e t e i t w i t h t h e w o r d s i n t h e box.

checked disconnected found go switched type tight

unplugged worked working

Haider: Hello, IT Help Desk.

Maryam: Hi, t h i s is M a r y a m f r o m H u m a n Resources.
Haider: Hi, t h i s is Haider. H o w can I h e l p y o u , M a r y a m ?
Maryam: I (1)
switched m y c o m p u t e r off y e s t e r d a y a n d t o d a y I c a n ' t t u r n i t o n .
Haider: W h a t (2) type of c o m p u t e r d o y o u have?
Maryam: I'm n o t sure. It's a d e s k t o p c o m p u t e r . It (3) worked fine yesterday.
Haider: D o n ' t w o r r y . Have y o u (4) checked t h e cable connections?
Maryam: No, I h a v e n ' t . I can see s o m e cables b u t I d o n ' t k n o w w h i c h cable
goes w h e r e .
Haider: M a k e sure all cables are (5) tight a n d fully plugged i n .
Maryam: Ok, give me a sec. O h , I t h i n k I've (6) found t h e p r o b l e m . I have
one cable t h a t is (7) disconnected It's t h e p o w e r cable. W h e r e does it go?
Haider: T h e p o w e r cable s h o u l d (8) . go in the three-pronged p o r t on
the computer.
Maryam: OK, d o n e . Let me t r y now. It's (9) working fine. S o r r y a b o u t t h a t .
S t u p i d of me.
Haider: M a y b e t h e cleaners (10) unplugged y o u r PC b y m i s t a k e last n i g h t .
Maryam M a y b e . G o o d , w e ' v e s o l v e d t h e p r o b l e m . T h a n k y o u , Haider.
Haider: You're w e l c o m e . Have a g o o d day.
Maryam You t o o .

Listening 3 L i s t e n a n d c h e c k y o u r answers.

52 7 IT support
 4 BE2Eb Listen a n d repeat these w o r d s .
1 checked 3 unplugged 5 disconnected
2 switched 4 worked

Language

Present perfect

I've unplugged the computer.

She hasn't finished the report.
We use the present perfect tense to talk about recent actions
(an action that has happened in the past and has a result in Has she switched off the computer?
the present). Yes, she has./No, she hasn't.
Have you checked the cable connections?
Yes, 1 have. /No, 1 haven't.

We use have/has + the past participle of the verb. (To form the past clean cleaned
participle of regular verbs, we add -ed.) work worked
do done
be been
run run
Irregular past participles
see seen
have had
make made

5 C o m p l e t e these q u e s t i o n s w i t h have o r has a n d t h e c o r r e c t f o r m of t h e v e r b

in b r a c k e t s .
Have y o u run . ( r u n ) t h e c o m p u t e r i n t h e
b a t t e r y mode?
H o w l o n g have . y o ubought. ( h a v e ) t h e iPad?
Have y o u .charged _ (charge) the battery?
Has h e opened_ . ( o p e n ) t h e file?
Has . s h eentered
. _ ( e n t e r ) h e r u s e r n a m e a n d password?
Have t h e y changed_ ( c h a n g e ) t h e I n t e r n e t Service
Provider?
Have y o uchecked _ . ( c h e c k ) t h e r e m a i n i n g d i s k space?
Have y o uinstalled
_ . ( i n s t a l l ) o runinstalled ( u n i n s t a l l )
software recently?
Has D i l l i p updated ( u p d a t e ) t h e d r i v e r s recently?

Use t h e present perfect t o make p o s i t i v e o r negative sentences.

Example: t h e screen/go/blank
The screen's gone blank. 1. The charger has stopped working.
1 t h e charger/stop/working 2. I have not upgraded the operating system.
2 I/not/upgrade/the o p e r a t i n g s y s t e m
3.She has not installed the updates.
3 She/not/install/the u p d a t e s
4.They have reinstalled the application.
4 They/reinstall/the a p p l i c a t i o n
5 She/not/be able t o fix t h e p r o b l e m
5. She has not be abled to fix the problem.
6 I/defragment/your d r i v e 6.I have defragmented your drive.

Listening 7 • E y E f i l L i s t e n a n d repeat t h e q u e s t i o n s i n 5.

Speaking 8 W o r k i n pairs. Practise a p h o n e call t o t h e c o m p a n y IT h e l p desk.

Student A: T u r n t o page 69.
Student B: T u r n t o page 79.
IT s u p p o r t 7 53
 Software repair
Listening £ j j l You w o r k for SoftwareHelp.com as a h e l p d e s k t e c h n i c i a n . Listen t o
t h r e e p h o n e calls a n d c o m p l e t e t h e s e c o n d a n d t h i r d t i c k e t s .

Help Desk ticket

Date 5.05

Name Bolek

Problem Word file won't open in Office.

Contact 0504445553

Service Person Alex

2
Help Desk ticket

Date 16.06

Name sarah

Problem
Lost a file while opening in attachment

Contact 558214328

Service Person James

3
Help Desk ticket

Date 13.07

Name Sylvia

Problem Deleted som files.Want to recover it.

Contact 507895421

Service Person Marthmood

2 W o r k i n p a i r s . C o m p a r e y o u r notes i n t h e t h r e e t i c k e t s . Is y o u r i n f o r m a t i o n t h e
same? L i s t e n again a n d check.

Speaking 3 W h a t o t h e r software p r o b l e m s d o c o m p u t e r users o f t e n have? Discuss w i t h

the group.
Example: Computer users often ....
Software Cleanup: Viruses can also cause your computer to take a
54 7 IT support long time to boot. For these cases, the most effective remedy is a good, safe
and reliable antivirus.
 Reading 4 C o m p l e t e t h e s e r v i c e r e p o r t s for t h e IT s u p p o r t t e a m . Use t h e i n f o r m a t i o n in
t h e t h r e e t i c k e t s a n d t h e w o r d s in t h e box.

Check file install move resend run

saved version version viruses

Date 6.05

Name Bolek

Fault diagnosis 1 What (1) version of Office do you have?

questions file
2 What is the version of the (2) ?

Possible 1 If you have newer version, (3) install an Office patch.

solutions
2 Ask the sender to save the file in an older version and
(4) move it.

Date 17.06

Name Sara

Fault diagnosis 1 Have you (5) checked the file?

questions
2 Are there any messages about ( 6 ) .viruses in the attachment?

Possible 1 ( 7 ) . check . the attachment changes.

solutions
2 Look for the file in Internet Temporary Files.

Service Report

Date 14.07

Name Sylvia

Fault diagnosis 1 What ( 8 ) .version of Office do you have?

questions
2 Have you checked the Recycle Bin?

3 Have you (9) run disk defragmenter recently?

Possible move it to a folder in

1 If the file is in the Recycle Bin, (10) _
solutions My Documents.

2 If the file isn't in the Recycle Bin, install undeleted software.

Speaking 5 W o r k i n p a i r s . Practise t h r e e p h o n e c o n v e r s a t i o n s b e t w e e n t h e IT s u p p o r t t e a m
1. Hello, good morning, what can we
do for you? a n d Bolek, Sara a n d Sylvia. Use t h e i n f o r m a t i o n i n t h e t h r e e t i c k e t s in 1 a n d t h e
Hello, I'm Sara, how can I deletd files
with viruses? service reports.
Example:
2.Hello, good morning, what can A: Good morning. How can I help you?
we do for you?
Hello, good morning, my name is Sylvia, B: My name is Bolek and I have a problem with opening a file.
how can I transfer my
files to my important documents?
IT support 7 55
 Hardware repair
Reading Label t h e d i a g r a m w i t h these t o o l s ( i n b o l d ) f r o m t h e a d v e r t i s e m e n t .

This kit has all the tools you'll require to fix a computer.

There is a r e v e r s i b l e r a t c h e t d r i v e r w i t h 20 different sized bits, a 6-inch flathead

s c r e w d r i v e r , a reversible 1/8-inch mini screwdriver, a h e x k e y s e t and 5-inch, long
nose p l i e r s .

This set also has a 5-inch w i r e - c u t t e r / s t r i p p e r , an I.C. i n s e r t i o n / e x t r a c t i o n c l i p p e r , a

t h r e e p r o n g h o l d e r , t w e e z e r s , a spare parts box w i t h parts, an a n t i - s t a t i c w r i s t s t r a p ,
and a black zipper case.

The tools are demagnetized so your system and magnetic media is safe from any damage.

reversible ratchet driver. screwdriver

tweezer
insertion/
extraction
clipper.

anti-static
wrist strap.
wire -cutter
/stripper

pliers

hex key three prong holder

Listening 2 HB^fn'-Tffl L i s t e n a n d repeat t h e n a m e s of t h e tools in t h e k i t .

Vocabulary 3 M a t c h t h e t o o l 1-8 t o its use a - h .

1 reversible ratchet driver a) used f o r i n s e r t i n g a n d r e m o v i n g fibre
2 screwdriver ) c o n n e c t o r s i n t i g h t spaces
3 hex key ) b ) used t o p r e v e n t e l e c t r o s t a t i c discharge
4 pliers c) used f o r t i g h t e n i n g a n d r e m o v i n g screws
5 wire cutter/stripper used f o r easy d r i v i n g of screws a n d n u t s
6 insertion/extraction e) used t o h o l d s m a l l objects
clipper 0 used t o h o l d objects, c u t o r b e n d t o u g h
7 tweezers materials
8 anti-static w r i s t s t r a p g) used t o d r i v e b o l t s a n d screws i n t o a
hexagonal socket
h ) used f o r c u t t i n g w i r e o r r e m o v i n g
the insulation

56 7 IT support