10 Things I Know About ... Phoning The Help Desk
Clark
10. RESTART THE COMPUTER
This simple action can solves a lot of random problems, and may save you the trouble of calling.
9. GOOGLE IT
Search for the error over the web. You might get a very quick solution.
8. IF YOU GET AN ERROR MESSAGE, WRITE IT DOWN Many errors will vanish before you have time to call your help desk. It's important to know exactly what the error said, because in most cases, this will accurately pinpoint the cause.
7. SCREEN PRINT THE ERROR
Document the problem by printing the image on your screen, and let the help desk agent know you have the screen print. To do this: Press the Print Scrn key, then open a graphics program like Paint and paste.
6. REPRODUCE THE ERROR
Try to perform the same action that produced the error. If it's fixed, there's no need to call.
5. CHECK WITH A CO-WORKER
Chances are you're not the only one who has experienced the problem. Check with a co-worker who might have a quick fix.
4. FIND THE TIME
If you can't be seated in front of your computer to troubleshoot for 10 or 15 minutes, it might be best to delay calling until you can. It's very rare for a help desk to solve a problem without your involvement.
3. PLACE THE CALL AND ENTER A TICKET
Many IT companies have ticket systems. Typically, this is the best way to notify them that you're having trouble. If not, call them.
2. BE NICE
You're frustrated and the error is slowing down — if not stopping —your day. But the technician who answered the call didn't cause it and is just as eager to resolve it for you.
1. MAKE SURE YOU KNOW THE CAUSE
Once the error is resolved, take an extra minute to learn what caused it. This might allow you fix it yourself the next time.
Michael Clark is president and chief technology officer of Cinch IT Inc. of Worcester.
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