Across
- 3. a restart of a computer system via the o/s that keeps the power ON
- 4. the individual who uses the technology or services provided
- 6. a record created in a help desk system to track a user’s issue
- 7. a list of common questions and answers that can help users troubleshoot issues themselves
- 8. a restart of a computer system via completely powering OFF
- 10. applications used to manage and track service requests and support tickets
- 12. the use of computer systems and networks to manage and deliver information
- 14. technology that allows a user to control a computer from another location
Down
- 1. applies technology to improve the teaching & learning process
- 2. a tool that is used for IT support or other remote access to allow users to broadcast their screen to other devices
- 5. a repository of information and solutions about common issues and their resolutions
- 9. identifying the nature of a problem based on symptoms
- 11. the process of prioritizing and categorizing incoming support tickets to ensure that the most important issues are addressed first
- 13. providing assistance from a distance, through remote desktop or screen sharing software