How to Troubleshoot IT Support
Troubleshooting when you are a member of an IT support team can be difficult for some. This is mainly because it is done over the phone, so you are not able to physically work on the device. The key to a good call is to maintain composure throughout the call.
- Gather information. You need as much information as possible when attempting to fix an IT problem, especially if you are doing this over the phone. Ask closed-end questions first to establish the direction of the problem. Then lead the customer into a conversation about the problem with probing or open-ended questions.
- Do not treat the individual like he or she is not educated, but do not treat them like an IT expert, either. Just because the customer is calling you it does not mean that he or she is dumb. Treat callers with respect and understanding. At the same time, you cannot ask the customer technical questions that he or she may not know the answer too. This can lead to more frustration for both of you.
- Keep the situation under control. By the time a customer reaches a support technician, he or she is problem irritated at the very least. Do not respond with a harsh tone. Always show empathy to the situation.
- Use the resources available to you to help the customer. Some support lines have the ability to access a computer remotely. If you have this ability, you will need to obtain verbal permission first. If you do not have this feature, you will have to guide the customer through the steps to correct the problem.