As business owners, we are occasionally confronted with IT issues. Employees expect a process to be in place for resolution. Before reaching out to IT support, having a structured, organized approach to IT troubleshooting will improve resolution time. Getting as much information up-front from the user is invaluable.
Understanding the fundamental and technical aspects of the technology in use is often necessary for effective issue resolution, reducing the time needed to discover the core cause of the issue. Also, it helps with the capacity to think rationally about the situation at hand.
Here are four easy steps to strengthen your IT troubleshooting.
1. What Went Wrong?
This will be the first inquiry an IT professional will ask – even if it’s just to confirm previously provided facts. As such, this is the first information you, as an end-user, should have to hand when the support technician calls.
The support engineer will need to speak with the individual or group of individuals who initially reported the problem. Make sure, as a business owner, this does not become an impediment.
It is not uncommon for a reported problem to get muddy or twisted. This is because it passes through numerous persons or channels by the time it gets to the support engineer.
Because people frequently restate what someone else has said, it is entirely conceivable for the original complaint to evolve into something completely different.
Having any error codes or statements to pass along will greatly help the support technician.
Here are a couple of examples:
I get error “401 Unauthorized” when I try to access the application using my browser. Perhaps it is related to your recent password change?
I get error “404 Not Found”. I seem to recall an email informing the company of an upgrade to the web application.
2. Who Is It Impacting?
Without knowing who is experiencing the issue, the IT technician will lose the ability to focus any troubleshooting efforts and may head in a direction that is neither essential nor related to the root of the issue.
Before requesting IT support, ask around to confirm if you are the only person having the problem. Spending these few minutes will provide invaluable information to IT support.
3. When Did This Start to Happen?
Knowing when the problem began can frequently help better understand the issue. It helps to record details such as the exact day and time. The IT professional will then have more definitive troubleshooting details for the issue he is expected to fix.
It is useful to know if this has always been a problem.
4. What Changed?
Unfortunately, this is one question that is not addressed frequently enough, simply overlooked, or completely neglected.
Perhaps you just got a new laptop or printer or you recently installed a software update. It would be really great to tell the support technician that detail.
Technology is a highly sensitive beast that, more often than not, does not take well to change. Even adjustments intended to address and prevent previously identified problems frequently result in new and unexpected problems.
Save Time By Strengthening Your IT Troubleshooting
Bear in mind that problems can occasionally be exaggerated, particularly when users are frequently irritated or confronted by technology. Any IT professional has likely encountered clients that are in a panic for a variety of reasons. So the more information you can give to the support technician, the better.
Contact us for IT support services in Waco, Temple/Killeen, Bryan-College Station,Texas. We provide full-service IT support!