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 the Solution
You have told the user how to fix their problem, or you have arranged someone to do it for them. After the fix has gone in, you must confirm with the user that their problem has been solved. You can't assume that the engineer visited, or that the new part worked.
Keep in touch with the user until you know the problem has been resolved.