From both the service provider and the client side of the equation, everyone wants to save time and money in their business. Self-reliance and a bit of common sense can go a long way in making for an efficient organization in all aspects including IT support services. Here is a short guideline on what steps you can do before contacting your IT service provider:
Step 1 – Reboot
Rebooting your computer can solve a variety of problems including a frozen computer, unresponsive programs and wierd error messages. Rebooting can also free up resources on your computer to make it run faster. Even as IT Professionals, rebooting a computer is typically our first step for resolving most computer issues.
To reboot your computer, click the start button and choose Shut Down. After the display turns black, power the computer back on by pressing the Power button on the front of the computer tower.
If the start button is innaccessible due to a frozen computer or other issue, pressing and holding the Power button on the computer tower for 5-10 seconds can shut the computer down as well, although this method should only be used in cases where the first method is completely inaccessible.
Step 2 – Duplicate the Issue
After your computer has been rebooted, it’s time to see if the problem has been resolved. Please check the status of the issue by trying to duplicate exactly how you originally encountered the problem. If the issue cannot be duplicated, IT Support generally considers the issue resolved. Is the issue intermittant? Does it happen only once in a while? Please let us know and we’ll revisit the issue as it occurs. The key is to contact support as the issue happens.
Step 3 – Document the Procedure
Gathering information about the problem is best way to have your issue resolved quickly. The more information you gather, the faster your issue will get resolved. What task are you trying to accomplish? What application(s) are you using? What steps do you go through that yield a problem? What do the error messages say when the pop up? Having this information readily available allows us to cut directly the heart of the issue and immediately begin implementing solutions.
Step 4 – Determine the Urgency
Is this problem an annoyance, critical to the function of your job or somewhere in between? Please determine a timeframe for when this issue needs to be resolved. The level of urgency will let you know if a call to our support line is necessary or if a ticket can be submitted via email to our helpdesk system. Regardless of the urgency determined, please make it clear as you contact us so we can best manage our resources in assisting you.