Problem solving tips for helpdesk personnel
| Home | 1. Symptoms | 2. Examine the evidence | 3. Confirm everything | 4. Research | 5. Postulate |
| 6. Identify the problem | 7. Provide a solution | 8. Confirm the solution | 9. Communicate & record | Useful links | |
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Introduction
Working on a helpdesk is all about problem solving. Users have problems and look to us for a solution.
We all know that there are some people who are very good at solving problems and there are those who sometimes struggle. The good ones aren't necessarily more technical, they just have an almost uncanny ability to solve problems which have everyone else stumped.
If you are one of those that sometimes struggle, don't worry, it is possible to improve by following some very simple guidelines which we will show you on this site.
On this site we will take you through some of the key steps. The examples are all based on a IT helpdesk but the principles are universal.
We present this guide in the form of several numbered steps. This doesn't mean to say that problem solving is a linear process, very often you will need to loop back to an earlier stage.
Click here to start.