Questions to ask over the phone...?

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Hello!

I'm going to start a new job in helpdesk.
It's trainee position so there will be a lot of training ( I hope so).

But my question is to people who already work in helpdesk...

What kind of questions do you ask people who call you for support?
Please give me some examples.

Thanks

 

"My Cupholder Device (CD) tray broke!"

"We're experiencing a power outage, and my PC won't turn on."

"I can't find the ANY key."

Sorry, couldn't resist.

 

"I can't see anything on the screen"

"I spilt coffee on my keyboard"

 

i cant log on..so you ask what system are you using & they say Dont know

 

First of all, relax. Most help desk positions are heavily scripted. What that means is that you are provided documentation as to the most commonly presented problems and are given a step-by-step script as to what you should ask in return. After a while, it'll become second nature, as the problems end users have are repetative and so are the solution. That said, end users also have a way of creating problems you never thought existed. Good luck.

 

hehe ... some people just have so much free time to ask such things ...

 

well from 'where is the 'any' key' to 'how to restore my system' usually.

at lease if it's the 1st line of non-business support.

and you would be surprised how many times the 'full PSU discharge' can help

 

Erm,

Some common ones are:

Is the problem affecting anyone else?

Have you recently installed any software/drivers?

How long has this been happening for / have you ever tried to do this before?

Noticed any other strange things?

Have you restarted the computer since the problem occurred?...

Would be really good for you to get any of the MCDST Microsoft press books, as they give you a nice introduction to desktop support (that's of course if you're supporting windows - though some of the basic troubleshooting stuff will still come in handy)...

L

 

You would be suprised, especially if they are business users as opposed to office workers.

I used to regularly get people calling up asking how they would get a replacement BlackBerry.

Whenever I asked them what was wrong with their existing one they would uhm and ahh before eventually muttering something about it not being "as fast" as it used to be or some other lame excuse.

Since there was nothing actually wrong with them, I generally directed them towards their departmental beancounter where I can only assume they would have recieved a similar answer, although I did have one poor suit who dropped his BB into the sea whilst sailing one weekend...