21 Things to Know and Do Before You Call the Help Desk
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About this ebook
Finally, all of your technology and computer problems can be solved in a fraction of the time! This is a short and concise guide for placing and using tech support combined with basic troubleshooting, prevention, and correction techniques that may prevent you from even having to place that call.
On the outset of the call the technical support representative is flying blind, with only the information you give them to guide them. The technical support team however, also has a certain maximum amount of time to actually solve your issue. As the user or the customer, you feel you need to express the sense of urgency to the support representative, and if you express this correctly, as well as with the most correct and relevant information as possible, you will save yourself, time, frustration, and money. This book makes no assumptions about your technical knowledge, but presents steps anyone should be able to follow to make preparing for, and placing the call to technical support.
Simply reading this book this weekend end could save you hours and hours of headache!
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Book preview
21 Things to Know and Do Before You Call the Help Desk - Robert Lee Scott
Introduction
Welcome to 21 Things to Know & Do Before You Call the Help Desk.
Let’s face it, none of us enjoy being on the phone with tech support. I’ve been there both as a caller or customer, and as the help desk side. First, we have to wait to contact someone. Then, we have to give them some information about us and our machine. Next, we typically have to explain to them what the problem is. Very often this is the longest part of the call.
There are times that the support representative may ask you questions that you don’t know the answers to, or they do not ask the questions in a way that is easy for you to understand. It is standard that technical support representatives have a time limitation on how long they can spend with you. On the outset of the call, the technical support representative is flying blind, with only the information you give them as a guide. The technical support team however, also has a certain maximum amount of time to actually solve your issue. As the user or the customer, you feel you need to express a sense of urgency to the support representative. If you express this correctly, with the most correct and relevant information as possible, you will save yourself, time, frustration, and money.
This book makes no assumptions about your technical knowledge, but presents steps anyone should be able to prepare for and place the call to technical support. As a user of technology, and a worker in technology support for over 13 years, both in the field and at the help desk, holding CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft Windows 7 IT Professional certifications, and Information Technology Infrastructure Library certifications, I am proud write something that I have not seen in the marketplace. This book is essentially a manual for placing and using tech support, combined with basic troubleshooting, prevention, and correction techniques that may prevent you from even having to place that call.
If you are looking for the equivalent of a college textbook or technical certification guide, this is not that book. If you are a business person or non-technical professional who wants to have an easier time when or before calling tech support, then this is your book.
1 - Is There a Problem?
The first most pertinent question to ask is, whether there is in fact a problem. This can, at times, be a vague and open ended question. Let us think about how we call and describe our problem
to technical support. We must learn to move away from It is broken, fix it
types of responses. These responses are not helpful to technical support, nor are they helpful to you. At this point I am going to offer you