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
Active Directory Service A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCompTIA Security+ Review Guide: Exam SY0-601 Rating: 0 out of 5 stars0 ratingsConcise and Simple Guide to IP Subnets Rating: 5 out of 5 stars5/5INSTANT Windows PowerShell Rating: 0 out of 5 stars0 ratingsMicrosoft Virtualization: Master Microsoft Server, Desktop, Application, and Presentation Virtualization Rating: 4 out of 5 stars4/5Eleventh Hour Network+: Exam N10-004 Study Guide Rating: 0 out of 5 stars0 ratingsProfessional Red Teaming: Conducting Successful Cybersecurity Engagements Rating: 0 out of 5 stars0 ratingsMicrosoft Intune A Complete Guide - 2021 Edition Rating: 0 out of 5 stars0 ratingsSocial Media for WordPress Beginner's Guide Rating: 0 out of 5 stars0 ratingsOffice 365 Administration Second Edition Rating: 0 out of 5 stars0 ratingsNetwork Infrastructure A Complete Guide - 2019 Edition Rating: 5 out of 5 stars5/5The Basics of Information Security: Understanding the Fundamentals of InfoSec in Theory and Practice Rating: 0 out of 5 stars0 ratingsLeveraging WMI Scripting: Using Windows Management Instrumentation to Solve Windows Management Problems Rating: 5 out of 5 stars5/5Understanding Microsoft Teams Administration: Configure, Customize, and Manage the Teams Experience Rating: 0 out of 5 stars0 ratingsPerl Scripting for Windows Security: Live Response, Forensic Analysis, and Monitoring Rating: 0 out of 5 stars0 ratingsJira Service Desk A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsBug Bounty Hunting for Web Security: Find and Exploit Vulnerabilities in Web sites and Applications Rating: 0 out of 5 stars0 ratingsSecure Your Network for Free Rating: 0 out of 5 stars0 ratingsCyber Security Awareness A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsBreakpoint Rating: 4 out of 5 stars4/5Adobe Audition Standard Requirements Rating: 0 out of 5 stars0 ratingsNetwork Designs A Complete Guide - 2019 Edition Rating: 0 out of 5 stars0 ratingsThe IoT Hacker's Handbook: A Practical Guide to Hacking the Internet of Things Rating: 0 out of 5 stars0 ratingsDNS and BIND Complete Self-Assessment Guide Rating: 0 out of 5 stars0 ratingsWindows Server 2012 Automation with PowerShell Cookbook Rating: 0 out of 5 stars0 ratingsComptia Server+ Primer Rating: 5 out of 5 stars5/5
Hardware For You
50 Android Hacks Rating: 5 out of 5 stars5/5Dancing with Qubits: How quantum computing works and how it can change the world Rating: 5 out of 5 stars5/5MacBook For Dummies Rating: 4 out of 5 stars4/5macOS Big Sur For Dummies Rating: 0 out of 5 stars0 ratingsTI-84 Plus CE Graphing Calculator For Dummies Rating: 0 out of 5 stars0 ratingsElectrical Engineering | Step by Step Rating: 0 out of 5 stars0 ratingsSamsung Galaxy S23 Ultra User Guide for Beginners and Seniors Rating: 3 out of 5 stars3/5Computer Science: A Concise Introduction Rating: 4 out of 5 stars4/5Upgrading and Fixing Computers Do-it-Yourself For Dummies Rating: 4 out of 5 stars4/5Mastering ChatGPT Rating: 0 out of 5 stars0 ratingsCompTIA A+ Complete Review Guide: Core 1 Exam 220-1101 and Core 2 Exam 220-1102 Rating: 5 out of 5 stars5/5iPhone For Seniors For Dummies: Updated for iPhone 12 models and iOS 14 Rating: 4 out of 5 stars4/5Raspberry Pi for Secret Agents - Third Edition Rating: 0 out of 5 stars0 ratingsCompTIA A+ Complete Review Guide: Exam Core 1 220-1001 and Exam Core 2 220-1002 Rating: 5 out of 5 stars5/5Build Your Own PC Do-It-Yourself For Dummies Rating: 4 out of 5 stars4/5Getting Started With MacBook Air (2020 Model): A Guide For New MacOS Users Rating: 0 out of 5 stars0 ratingsiPhone 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 ratingsCreative Selection: Inside Apple's Design Process During the Golden Age of Steve Jobs Rating: 5 out of 5 stars5/53D Printing For Dummies Rating: 4 out of 5 stars4/5iPhone X Hacks, Tips and Tricks: Discover 101 Awesome Tips and Tricks for iPhone XS, XS Max and iPhone X Rating: 3 out of 5 stars3/5Debugging: The 9 Indispensable Rules for Finding Even the Most Elusive Software and Hardware Problems Rating: 4 out of 5 stars4/5Raspberry Pi Electronics Projects for the Evil Genius Rating: 3 out of 5 stars3/5USB Complete: The Developer's Guide Rating: 4 out of 5 stars4/5Brilliant S-Pen Apps for Your Galaxy Note Rating: 5 out of 5 stars5/5Going iPad (Third Edition): Making the iPad Your Only Computer Rating: 5 out of 5 stars5/5Arduino: A Quick-Start Beginner's Guide Rating: 4 out of 5 stars4/5Raspberry Pi for Secret Agents - Second Edition Rating: 3 out of 5 stars3/5Computer Organization and Design: The Hardware / Software Interface Rating: 4 out of 5 stars4/5iPhone 14 Pro Max User Guide for Beginners and Seniors Rating: 0 out of 5 stars0 ratings
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