Figuring Out What an End User

For the tier 1 help desk technician, simply figuring out what the problem is can take a lot of creative horsepower. That’s because, depending on the end user’s technical abilities, what they ask is not always what they mean.

One of the most common things a help desk pro hears is, “My computer doesn’t work.” This could mean a lot of things – and drilling down to figure out the simplest problem can be a complicated process.

For instance, if an end user complains about a cursor that won’t move around on the screen, that could indicate a computer that has momentarily locked up, a USB mouse that’s not plugged in or even the presence of malware. Help desk pros even run into people who confuse an internet browser window with network connectivity.

Tips for a successful rollout:
Go to ready for Windows to find out what applications are Windows 10 ready.
Provide basic training on what’s new. Consider creating a quick reference guide or video.
Consider an automated app testing regimen. A monumental change with Windows 10 is its six-month auto-update cycle. Re-evaluation and re-testing of applications every six months may become a reality.
Consider combining your migration with a hardware refresh. It is unlikely manufacturers will update their drivers for Windows 10 as this will hurt product sales.
Solicit input from line-of-business managers when creating your project plan.
Consider a policy for end-user data to be kept on the company’s network drive.
You may need help. Consider outsourcing for expertise and extra hands.

It’s all part of the gig, and managing it requires IT pros to be able to put themselves in the shoes of the less tech-savvy – to think broadly about what’s happening on the other end of the call or chat, reverse-engineer the thought process and figure out what’s actually going on, and then communicate a solution in the way that makes the most sense.
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