The aim of this paper is to help support personnel and follow the instructions in this document, you will be able to provide effective IT support everywhere.
1. Answering the phone
When a customer calls for help often feel powerless and may seem a bit irritated by the phone. If the sound of all evil, the project will be ten times harder.
2. Ask customers to develop
What are you doing on your computer when the problem occurred?
3. Regeneration of insects
Regeneration of error is an essential element in any process of solving problems. This lets you know when and where problems arise. If possible, go to the station clients in person or remotely access your computer using application software.
4. Recognizing the problem
Now try to see if the problem is related to hardware or software problems.
5. The gathering of information technology
Wherever any technical information about the problems facing the client’s needs. For example, what is the client program on your PC What is the main operating system and version of operating system you use?
6. Generating possible solutions
Fix some possible solutions through information obtained from previous phases. Go to “Events” and “the exchange of experts” to identify possible solutions to almost all problems related to the PC.
7. Repair Questions
If problems with critical information about customers, do not forget to backup all data in the system before fumbling to solve the problem.
8. Retest
Did I mention testing? Remember, the solution, the other elements of the system are affected. Therefore, you must thoroughly test the entire system there is no problem other rights.
9. The problem of
Once you’ve made to customers to resolve, must take into account somewhere and document the solution.
