Author Topic: Calling all Technicians: What is your troubleshooting method? (Read 2645 times)

chinarakinda · « **on:** March 31, 2009, 11:26:31 AM »

Hi

As techs in the industry, I wanted to find out if you all have a structured troubleshooting method for finding solutions to common IT problems. If you do could you just give a run down of the steps or the questions that you ask the client/user.

For instance a user call you and says "I cannot print (network environment)". What would you check for first and what questions do you ask?

Any help appreciated.

Carigamers · « **on:** March 31, 2009, 11:26:31 AM »

Spazosaurus · « **Reply #1 on:** March 31, 2009, 01:00:09 PM »

First i'd ask if they are accessing other network services like shared drives and internet. If not, then you know the problem. If they can access those, then u troubleshoot connetcivity to the print server via guiding them through pinging etc.

You just have to ask the right questions, which isnt as easy as it sounds especially with hard hea....troublesome users.

Basically, troubleshooting is a science that takes experience to get accustomed to and good at. There's really no quick solution.

Crixx_Creww · « **Reply #2 on:** March 31, 2009, 01:08:23 PM »

you will ask users to ping?? O.o you a brave man ahahah

first you need to spend some time talking to little babbies
and bambinos
learn how to speak to them and appease them, then you have your mindset with dealing with customers.

Always assume they dont know what they are talking about, so guide them, be very visual.
Ask what they were doing when they experienced the problem.
This is just in general, ask if anything was installed recently.
Find a way to explain the offline icon, ive tried my best with , the white icon that looks like a computer... no not the two flashing ones, yes the one white one with the blue screen, double click it please.
Ask what they see on the screen, let them go thru every single thing on the screen if they need to, they get flustered easily, so let them work at their pace and glean the info you need from their ramblings.
Dont assign blame to another tech or department or so, work to resolve the issue while stroking their ego.

Dont assume they know how to do anything.
Unless of course their a VP or manager, then assume that they are noobs but know that they think they know they are not noobs.

Spazosaurus · « **Reply #3 on:** March 31, 2009, 01:16:44 PM »

I get vex fast, so if I encounter an especially troublesome customer, remote assistance to the rescue.

chinarakinda · « **Reply #4 on:** March 31, 2009, 01:19:18 PM »

lol @ crixx comments
I totally agree with the fact that you can't ask a user to ping. You will have to go to their machine and do that yourself.

thanks for the info so far.

Carigamers · « **Reply #4 on:** March 31, 2009, 01:19:18 PM »

Crixx_Creww · « **Reply #5 on:** March 31, 2009, 01:24:23 PM »

oh and using screen shots works well too
users are fammousss for getting error messages
closing the messages
then calling you and saying they got "some kinda error messages saying something i cant remember"
asking them to press the prnt scrn button then right click and paste into word or directly into an outlook message and send to you really helps

Spazosaurus · « **Reply #6 on:** March 31, 2009, 01:25:25 PM »

Can't ask a user to ping? What so hard about asking them to click start, run, type cmd then enter and type ping servername? You gotta be kidding me. And as they right there, make them do a ipconfig...remote desktop/assistance ftw.

Crixx_Creww · « **Reply #7 on:** March 31, 2009, 01:30:14 PM »

nah
they does get me real real reallllllllllllll vex when they inside a damn cmd prmpt
omg they annoying so no, dont ask them to ping. The higher class they feel they are, the more likely you will get, "Do what? thats not my job, i cant do that please come and fix this"
Then promptly lock their computer and leave for lunch....

Doomtack · « **Reply #8 on:** March 31, 2009, 02:05:20 PM »

ah hate wen dey freakin lock d pc an leave, an den wen u come, yuh forced decide whether to shutdong or wait.....

good thing i outta dat kinda environment for the while...

Cross · « **Reply #9 on:** March 31, 2009, 02:16:01 PM »

Quote from: Doomtack on March 31, 2009, 02:05:20 PM

ah hate wen dey freakin lock d pc an leave, an den wen u come, yuh forced decide whether to shutdong or wait.....

good thing i outta dat kinda environment for the while...

......shut down.......say the current went works ALL the time

I usually call them or talk to them over office communicator to explain as best as they could everything they are seeing.

For the total noobs with no computer sense at all it's a lil tedious, I am greatful it's usually women i work with because ignorant men is an entire different ball game.

Each problem is unique though. Best bet is to be patient and very descriptive, Remote Assistance is a God send. Print screens when RA is not available. And finally, 2 feet and a pleasent smile when you show up only to realise the monitor cable is loose.

chinarakinda · « **Reply #10 on:** March 31, 2009, 09:47:59 PM »

thanks for help guys.

mailman166 · « **Reply #11 on:** March 31, 2009, 10:48:08 PM »

Lol and LOl to the comments... First ask them if its plugged in... THat has solved a problem or two. If the watever cable is plugged in (like phone line for modem, etc)... Asking ping is a trouble for some... seriously... letting them work at a pace is a debatable decision. Train them throughout the course of the convo to work in a manner conducive to getting to the point... Eg

"Hey doh read everything, only the error numbers from now on"

"Click start >run>type in "cmd" > when the window pops up..." etc etc

Basically teach them a single approach to feed u the data they seeing or hearing through calm language and tone

TriniXaeno · « **Reply #12 on:** March 31, 2009, 11:08:46 PM »

I second what crixx and awesome said.

Remote assistance is the healing. We use altiris and dameware to do remote support when needed. As opposed to the microsoft tool.

Another strategy I often employ, if not using a remote control app, is mirroring the users action. That way I can see exactly what they are seeing and guide 'em through better.

Went as far as keeping an old printer by my desk to walk through users trying to setup printers and change paper sizes via the little lcd display on the machine.

Also second Doomtack's sentiment. Being in a "service" function in IT isn't the best place to be, not by a long shot!

Suppose most of us do it, being our passion, but if you analyze the job market and the service roles themselves, surely not a sweet spot in any organization.

chaff iwmc