Background:

I did a little research on the subject of help desk calls and found this quote:

We know from various industry reports that the average end user calls the help desk .8 to 1.2 times per month (your mileage may vary). [1]

This seems a little high, but when I worked on a help desk were were always busy.

 

Prevention:

The best help desk call is no help desk call - take care of your computer and it will take care of you. It's easier than ever these days to keep your PC in tip-top shape - there are programs that run regular and automatic clean up and tune up routines to prevent problems before they can cause trouble. But like regular flossing, everyone knows they should do it, but very few of us actually do it.

Hang on to your disks and docs

Back up your important data - GFI

Take out your trash

Defrag every month

Make a recovery disc

Uninstall the programs you no longer use

Keep Cool

and Floss regularly

CCleaner

GFI

Tuneup Utilities

Aida or e??

LogMeIn

 

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Record the details of your system and burn it to a CD.

I'm using Aida64 Extreme Edition - the free version should be fine - run the summary report, the hardware report and the software report and burn them all to disk

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When you get an important error:

bgcolor="#1 - don't panic

bgcolor="#2 - Write down (or better take a picture of) the error message.

(the more precisely we get that message the more accurately we can search for the solution.)

bgcolor="#3 - Use the remote support tools to allow a technician to share a keyboard with you to resolve the problem

 

Communication is key

When the technician asks you do something and then asks you "What do you see on the screen?" the answer is never "nuthin" unless the technician asked you to pull the monitor power plug out of the wall. There is always something on the screen and the more accurately you can descrdibe it the bettere you chances of effecting a quick repair.

Get some value out of a crash

Note the items that you have lost

 

 

 

 

 

 

 

 

[1] from: http://h30507.www3.hp.com/t5/Client-Computing-Best-Practices/Help-Desk-Statistics/ba-p/81090

 

 

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