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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Provide a Solution
This is what the user expects you to do, right? After all, you know what the problem is so fix it.
Most of the time you might have an easy solution. Other times there might not be an immediate fix available - you might need to order a spare part or it might require a new software release. There are even those situations where you don't know what the problem is. In any case, you need to communicate and manage expectations.
- If you have a solution, communicate the fix to the user clearly and ensure they understand.
- If you don't have an immediate solution, again make sure the user understands this and the likely timeframes. Make sure you schedule an action for yourself to monitor this.
- If you don't have any solution to the problem, do you have a work-around