A+ Hardware Service Technician: Upgrades, Troubleshooting and Preventative Maintenance

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Troubleshooting Issues and Problems

As an IT support person, you will need to work with customers throughout your career. As we used to say, "They never call the cable company when it's working." Most often, you will hear from your customers when something isn't working for them, and often times, they can be irate.

Providing good customer service is extremely important in building a good relationship with your customers. Unfortunately, your troubleshooting job requires getting information from the customer who may not be in the frame of mind to provide it.

What problem are you experiencing?

First, you need to determine the user's problem in their own words. Though you may know it is not as they are explaining it, allowing the customer to explain the problem will help in the process of solving and calming them down.

One of the principles I learned in support was that the user was never at fault. Most often, the problem occurred because of some action taken by the user, though when you are discussing the issue with them, you need to keep the mindset that it is not their fault. This helps prevent their egos from being hurt because of something they may have done.

My first job in IT support provided a great deal of experience and taught me a lot about support. On my first day of work there, I arrived a few minutes early. An employee in a different department came over and found me and told me she had a problem. I was, of course, gung ho about solving my first issue. She explained that her laptop would not turn on. I proceeded to plug the power supply in for her. She was so embarrassed, I explained that it happens all the time and not to worry!

Is it software or hardware related?

After you determine the user's problem and ask some questions to understand it, determine at this point if it is a hardware or software issue. If it is a hardware issue, you will either need to send a tech or look at it yourself. If it is a software issue, many of these can be handled over the phone.

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