Helpdesk software from LBE

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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Confirm everything

Quite often you have to tease the information out of a user over several question and answer situations. Once you feel that you understand the problem, make sure you confirm it with the user :

"So, as I understand it, if you clck the Update button while creating a new record, the screen crashes with an error "Record must be unique". This was working fine on Friday, no-one else has this problem, and you haven't made any changes to your machine over the weekend. Is that correct?"

If they don't confirm then you must repeat step 1 until you are both happy that you are talking about the same problem.

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