Ask the Helpdesk – Tips for a Successful Support Incident
What information should you give the helpdesk when you call?
Is there anything more frustrating than when you are working and all of a sudden your system starts acting crazy and you can’t move on without help? All you want is for the problem to go away! You call support because you are certain your computer hates you and you beg for a solution. OK, maybe that’s an exaggeration, but the bottom line is when your equipment won’t work properly, neither can you!
At Vertilocity, we understand that when your technology isn’t functioning properly, you can’t function properly either. We are here to help and find a solution as quickly as possible. We are heavily committed to understanding our client’s environment and working with them to identify areas of inefficiency and excess cost.
In order to better help you, we have asked our expert help desk technicians how you can make the most out of your support incident.
Before you call, email or visit our website, try to take a moment to gather the following information:
- What were you trying to accomplish when the issue occurred?
- What was the exact error message?
- What application were you working in?
- What were you doing when you got the message?
- What steps have you tried so far to resolve the situation?
- Have you been able to complete the task before? If so, what is different since the last time you completed the task?
- Does the problem occur from any other workstation or with another user?
- Are you able to recreate the problem?
It’s also important to understand that if you call, you may not be speaking to the final person helping you. Also, be sure to explain your problem without rushing through it, the more details the better.