The IT Department’s main goal is to
ensure that all district systems are functioning properly
to be utilized to their utmost potential. When an issue
arises, the IT Department would like to resolve it as
quickly as possible. If the issue goes beyond your
building technician and the Helpdesk is called, the
Helpdesk secretary will be asking the caller a variety of
questions. So that the caller can prepare themselves ahead
of time, I have included the standard questions below:
- Have you rebooted?
- Is it only your computer or a
building problem?
- When did the problem first start?
- Are there any error messages?
If so, what?
- Has the system ever worked properly?
- What was the last thing done (to the
system) prior to failure?
- Is the issue intermittent or
ongoing/constant?
- Has any (new) hardware been added to
the system?
- Has any (new) software been added to
the system? Is that software approved or not?
- Has anything changed with the system
(e.g. has it been moved) since the issue presented
istelf?
- Has anyone else had access to the
system?
- Are there any environmental factors
that could be causing the issue>
- Have you done any troubleshooting on
the system on your own?
- Have you checked all the cables and
connections for a tight fit?
Granted, all of these questions do not
apply to every situation, but a caller should be prepared
to answer any that would be relevant to their
situation. This will allow the IT Department
to handle several problems over the phone. This
process benefits both the user (less waiting time) and the
IT Department!
