Follow these nine steps to better it support process

As an expert in information technology, you need to make the process easy to continue to address all the difficult situations that could pop up on a daily basis. This article help support staff by following the instructions in this document, will be able to provide efficient support wherever you are.

1. answer the phone

Whenever the client calls it support, I usually feel powerless and may seem a little annoyed over the phone. The basic rule that always be patient and understanding when you talk to them.

It is true that some customers can be very difficult to handle, but however he tried as much as possible to keep your patience. If you ever have sound and your work will be ten times harder.

2. ask the client to develop

Ask the customer to explain their problem at maximum capacity. What they were doing on the PC when this case? Default computer settings are changed in the past? They install any new software recently? These preliminary questions will give you a good view of what could be the source of the problem.

3. renewal errors

Renew bug vital aspect in any troubleshooting procedures. This enables you to know when and where problems occur. If possible, go to the client personally, or accessing their computer through the remote application.

4. recognition of this issue

Using information gathered in steps 2 and 3, should be able to narrow down the problem to a specific area. Now try to see if the case involves hardware or software problems.

5. technical information collection

Try as much as possible to gather all technical information regarding issues facing customer. For example, what type of client software running on your PC? What is the primary operating system? What is operating system version that is running?

6. elaboration of possible solutions

Identify two potential solutions using information gathered from previous steps. If you cannot reach any tangible thing, and then search the Web for some help. Go to ' Eventid ' and ' exchange of experts ' and you will find possible solutions to every problem related to personal computers.

7. fix issues

If the problems linked with vital data to the client, don't forget to create a backup of all data in the system before attempting to resolve the problem. If you are unsure about a particular issue, and have multiple solutions, takes time to try out each one.

8. test and Retest

Did I mention testing? Well, retest again! There are times when the issue may appear to be resolved, but after reboot there fast, to raise its ugly head. Just remember, the solution may affect other components of the system. Therefore, you need to test and comprehensive system to ensure that there are no remaining problems.

9. reporting problem

Once you are through the client's problem, be sure to make a note of a document somewhere. After hard work in support of "work" for years, will soon realize that you don't even need to think about solutions to many problems and the answers will always be at your fingertips.

Pat yourself on the back for job well done!