Alt+Ctrl+Start

We’ve heard the saying “it’s not working.” We listen to the problem/issue and then try our best to comprehend the problem but after a few minutes we just experience a wave go over our head. We then try to help and try to assist, with really little to no success.

Before going into solution mode below are some questions to ask IT users or staff needing help with their technical/IT application inquiry

• Can you show me the issue
  • Go to the user’s laptop/machine and see the issue for yourself
    • If you have system knowledge you might know the root cause straight away
• Has this issue happened before?
  • If no, continue to troubleshoot
  • If yes, ask what was done to resolve the issue
    • At this stage you’re probably not going to get a straight answer because no one would have documented what was done to resolve the issue last time
    • You’ll need to hunt down the individual(s) that resolved the issue before
      • Also expect the resolution might not be the same as before
• Is there an alternative way / work around the IT user can action to alleviate the issue for the time being
  • Is there a backup system or process the IT user can perform
    • It’ll probably be a no, so you’ll need to continue to troubleshoot
    • If yes (that will be a bonus), then encourage the user to use that alternative way, while you try to fix the issue
      • Does this alternate way involve an IT user to perform backend functions and actions? if so make sure you get the processes and procedures for this action
• What is the consequence of this issue
  • Is this an issue that can wait during the day or will there be catastrophic consequences later
  • Is there going to be a big clean up job if this issue continues
    • You’ll need to weigh the cost of time. Do you drop what you’re working on and fix this issue or ask another colleague to look and assist instead
• Is there anything you, as an IT professional can think of or provide to resolve the issue
  • The IT industry lacks creativity
    • E.g. turn on a backup system for the affected user to use, if you have access to the database where the affected user needs to enter some values/numbers you can enter these directly into the d.b., if you know the backend system to run the script/function to deliver the output needed for the affected user then you may need to perform this action.
  • If you can resolve the issue yourself (in a temporary manner), I would highly suggest you action this
    • Later down discuss with your manager about how you resolve the issue
    • If your manager is smart you’ll get recognition for it

Summary:

• As you can see getting or asking for help is a long winded process
  • It’s not just a simple yes or no
• Be more smarter with the way of asking for help
  • Don’t fall into the trap of thinking the person you’re asking for help will know your issue straight away
    • In fact you need to think the opposite