Calling IT support follow these tips .

mach1982

Before you call the IT support try these first:

Reboot your pc, this is not the same as logging off you need to shutdown you PC and power it back on. If it frozen, press power button fro 15 second and it will reboot..

In my experience 90% of all computer problems and solve by doing this .

If this doesn’t not work and you need call It support.. Follow these tips and you call should be a little less painful..

1 .Have all your information

For Office

Your userID , (what name you use to log on with)
Location
Contact number
Your computer name /IP address

To get theses click START -> RUN -> type cmd ->

You will a get black window

For the IP type ipconfig
For the computer name, type hostname.

For Home

Instead of the userID , have the serial number and make and mode of the the PC (usually located on the back, or the underside for laptops)


2. Close all applications

3. Don’t try explaining the issue, showing them. Suggest to the agent to remotely log on to your PC..( you’ll need you IP address/computer name )

Why?
So they can they can take a screen shot of the issue. It’s easier to diagnose an issue if they can see what your doing or the error message you are getting

If they can’t log in , press the PRINT SCREEN button to the right of F12 open word and paste the screen shot and e-mail to them .

4. Have patience, as what you think is the issue, may not be the issue. The agent needs to ask a set of question and follow their process. Some of the question may sound stupid to you but the agent has to ask you them, they are try to gather as much information as possible , as they may need escalate to a 2nd/ / 3rd level team

5 Don’t be a dick! Nicer your are the to the agent, the more willing to help you they will be .


6 It would also be wise to lean the international phonically alphabet, as it handy when give out names over the phone .

petes

Why would you give them your ip address?

Teyla Emmagan

Man, I must put up a list of all the stuff that would make MY job easier.

Oh yeah tho, no one would want to hear it...

PogMoThoin

https://www.youtube.com/watch?v=PtXtIivRRKQ

calex71

Insurgent wrote: »

Why would you give them your ip address?

I'm guessing you never worked on an I.T helpdesk

Many support setups will only send someone to the users PC only if necessary. Majority of things can be fixed remotely via remote desktop connection / pc anywhere / vnc etc etc hence the need for the ip of the clients pc.

sink

NullZer0

.

Dermot Illogical

mach1982 wrote: »

To get theses click START -> RUN -> type cmd ->

You will a get black window

For the IP type ipconfig
For the computer name, type hostname.

How does that work out on the PC in your sig?

Capt'n Midnight

mach1982 wrote: »

Before you call the IT support try these first:

Reboot your pc, this is not the same as logging off you need to shutdown you PC and power it back on. If it frozen, press power button fro 15 second and it will reboot..

In my experience 90% of all computer problems and solve by doing this .

Sounds like you are pimping for support calls because you missed out on a lot of simple tips.


You misssed this tip that's been standard for 17 years
F8 , Safe Mode , reboot and see if ok now
Actually even before this you could also choose VGA mode / last known good in NT and F8 / step by step in later versions of DOS


F8 , Safe Mode, System restore to before you had the problem
Life's too short to troubleshoot all windows problems

Before you call anyone try to remember if you have made any changes since the last time the machine was restarted. Also unplug all peripherials , memory sticks, remove CD's etc. and do another restart.

Don't forget to leave the computer off for 10 seconds before turning on again.

If an internet problem, then worth turning off the wirless access point or the internet box for two minutes and then on again.


Before you call tech support ask your friends or relatives if they know anyone good at computers, as they are unlikely to screw you over and will be far more concientitous about your data.

If they can’t log in , press the PRINT SCREEN button to the right of F12 open word and paste the screen shot and e-mail to them

*bangs head on desk*

at this stage many email programs will allow you to paste an image directly into an email
but if you want people to send a picture get them to use mspaint, for a start every windows user has it.


NEWSFLASH word doesn't come as standard in windows :eek: (who'd have thunk)
And it's had many problems in the past, and likely to continue to do so in the future
Do you remember word ever having TOTALLY incompatibe formats with previous versions ???
.docx meant that tech support person would have had to download about 50MB of updates and patches just to read one file :mad:
or word viruses in embedded files - take it from me if you have a choice between word and a simple image file - send the image
Office 97 (or was it 95) was special, if you meant that even if you got the person to save in the old format they would have ended up with a file that would have taken ages to send by modem :mad: (bmp issue meant that some images bloated up to 20MB - it would have been quicker to send a pigeon)


regarding telling someone to type ipconfig
perhaps you could explain which numbers people should give
because in the real some world people get consused when they see a wall of numbers on the screen

/RANT

Capt'n Midnight

oh yeah , dead laptop tip

unplug the power supply, remove the battery, press the on button for 3 minutes

mach1982

@Capt'n Midnight, by "they" in that sentence I mean the IT Support.

Of course word doesn't come a standard but most will buy office.
Also when the last time your average computer user press an F key most probably don't even know hat they do .

Time is money , and also people have become lazy, people have lost their common sense and ability to think. If they want an answer the don't have think or figure it out they just goggle it.

Capt'n Midnight

mach1982 wrote: »

Time is money , and also people have become lazy, people have lost their common sense and ability to think. If they want an answer the don't have think or figure it out they just goggle it.

Those sort of people should have bought Mac's

Seriously it's recession so a few people might be interesed in how to save themselves the more than half of a weeks social welfare. Some places charge €99 for data backup and windows reinstall (note not all the apps etc., and probably a generic install at that)

In reality everyone on this Island knows someone who knows someone who knows about computers, so it's worth asking.

As for saving time, you could probably do F8 / restart / System restore while on hold for tech support.