21 Things to Know and Do Before You Call the Help Desk
()
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!
Related to 21 Things to Know and Do Before You Call the Help Desk
Related ebooks
Video Conferencing over IP: Configure, Secure, and Troubleshoot Rating: 5 out of 5 stars5/5Network Designs A Complete Guide - 2019 Edition Rating: 0 out of 5 stars0 ratingsAdobe Audition Standard Requirements Rating: 0 out of 5 stars0 ratingsLinux, Apache, MySQL, PHP Performance End to End Rating: 5 out of 5 stars5/5Professional Red Teaming: Conducting Successful Cybersecurity Engagements Rating: 0 out of 5 stars0 ratingsBreakpoint Rating: 4 out of 5 stars4/5Leveraging WMI Scripting: Using Windows Management Instrumentation to Solve Windows Management Problems Rating: 5 out of 5 stars5/5Learn Windows Subsystem for Linux: A Practical Guide for Developers and IT Professionals Rating: 0 out of 5 stars0 ratingsVoice Over IP Crash Course Rating: 2 out of 5 stars2/5Confessions of a Network Engineer Practitioner Rating: 4 out of 5 stars4/5Beginning Kubernetes on the Google Cloud Platform: A Guide to Automating Application Deployment, Scaling, and Management Rating: 0 out of 5 stars0 ratingsReliable Computer Systems: Design and Evaluatuion Rating: 5 out of 5 stars5/5INSTANT Windows PowerShell Rating: 0 out of 5 stars0 ratingsTune into the Cloud: The story so far Rating: 0 out of 5 stars0 ratingsGUI Bloopers 2.0: Common User Interface Design Don'ts and Dos Rating: 4 out of 5 stars4/5Active Directory Service A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsThe Cash-Strapped Person's Guide to Thriving in the Digital Age Rating: 0 out of 5 stars0 ratingsSSH A Complete Guide - 2021 Edition Rating: 0 out of 5 stars0 ratingsOffice 365 Administration Second Edition Rating: 0 out of 5 stars0 ratingsJourney to becoming an Information Technology Leader Rating: 0 out of 5 stars0 ratingsNetwork Management A Complete Guide - 2021 Edition Rating: 0 out of 5 stars0 ratingsIBM Mainframe Security: Beyond the BasicsA Practical Guide from a z/OS and RACF Perspective Rating: 4 out of 5 stars4/5Eleventh Hour Network+: Exam N10-004 Study Guide Rating: 0 out of 5 stars0 ratingsConquer the Web: The Ultimate Cybersecurity Guide Rating: 0 out of 5 stars0 ratingsCloud Native Security Rating: 0 out of 5 stars0 ratingsMaking Passwords Secure Rating: 0 out of 5 stars0 ratingsGetting a Job in IT the Smart Way Rating: 0 out of 5 stars0 ratingsGetting Started with Windows Server Security Rating: 0 out of 5 stars0 ratings
Hardware For You
CompTIA A+ Complete Review Guide: Exam Core 1 220-1001 and Exam Core 2 220-1002 Rating: 5 out of 5 stars5/5iPhone For Seniors For Dummies: Updated for iPhone 12 models and iOS 14 Rating: 4 out of 5 stars4/5Computer Science: A Concise Introduction Rating: 4 out of 5 stars4/5Upgrading and Fixing Computers Do-it-Yourself For Dummies Rating: 4 out of 5 stars4/5Raspberry Pi Projects For Dummies Rating: 5 out of 5 stars5/5iPhone X Hacks, Tips and Tricks: Discover 101 Awesome Tips and Tricks for iPhone XS, XS Max and iPhone X Rating: 3 out of 5 stars3/5Unlock Any Roku Device: Watch Shows, TV, & Download Apps Rating: 0 out of 5 stars0 ratingsAmazon Web Services (AWS) Interview Questions and Answers Rating: 5 out of 5 stars5/5CompTIA A+ Complete Review Guide: Core 1 Exam 220-1101 and Core 2 Exam 220-1102 Rating: 5 out of 5 stars5/5Computers For Seniors For Dummies Rating: 0 out of 5 stars0 ratingsiPhone Photography: A Ridiculously Simple Guide To Taking Photos With Your iPhone Rating: 0 out of 5 stars0 ratingsMastering ChatGPT Rating: 0 out of 5 stars0 ratingsAndroid Phones For Dummies Rating: 4 out of 5 stars4/5Dancing with Qubits: How quantum computing works and how it can change the world Rating: 5 out of 5 stars5/5iPhone 12, iPhone Pro, and iPhone Pro Max For Senirs: A Ridiculously Simple Guide to the Next Generation of iPhone and iOS 14 Rating: 0 out of 5 stars0 ratingsRaspberry Pi Cookbook for Python Programmers Rating: 0 out of 5 stars0 ratingsBuild Your Own PC Do-It-Yourself For Dummies Rating: 4 out of 5 stars4/5Creative Selection: Inside Apple's Design Process During the Golden Age of Steve Jobs Rating: 5 out of 5 stars5/5Tor Darknet Bundle: Master the Art of Invisibility Rating: 0 out of 5 stars0 ratingsComputer Organization and Design: The Hardware / Software Interface Rating: 4 out of 5 stars4/5Exploring Apple Mac - Ventura Edition: The Illustrated, Practical Guide to Using MacOS Rating: 0 out of 5 stars0 ratingsiPad and iPad Pro For Dummies Rating: 0 out of 5 stars0 ratingsExploring Windows 10 May 2020 Edition: The Illustrated, Practical Guide to Using Microsoft Windows Rating: 0 out of 5 stars0 ratingsiPhone 14 Pro Max User Guide for Beginners and Seniors Rating: 0 out of 5 stars0 ratingsProgramming Arduino: Getting Started with Sketches Rating: 4 out of 5 stars4/5
Reviews for 21 Things to Know and Do Before You Call the Help Desk
0 ratings0 reviews
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