Helpdesk

• Engels
• MBO
• Studiejaar 2

Helpdesk

Giving instructions over the phone

Helpdesk - Step 1, 2,3

1. Answering the phone in a polite way.

Hello, IT helpdesk. This is ....... speaking. How may I help you?

2. Check for understanding by summarising the problem.

3. Ask the right questions to get to the bottom of the problem. (= troubleshooting)

Step 3: Troubleshooting

• Is anyone else experiencing this issue?
  
• Have you had this problem before? If so, when?
  
• Has anything changed since this issue started?
  
• Do you experience this issue on another computer\device\network?
  
• What impact does this issue have on you, or your team, or department?

Helpdesk - Step 4, 5, 6, 7

4. Explain what the problem is.

5. Offer a solution. The description should be understandable for the user.

6. Ask whether the caller has other questions and  if necessary invite them for a follow-up.

7. End the conversation in a polite way.

Step 4 & 5

Problem: Power button will not start computer

• Solution 1: If your computer does not start, begin by checking the power cord to confirm that it is plugged securely into the back of the computer case and the power outlet.
  
• Solution 2: If it is plugged into an outlet, make sure it is a working outlet. To check your outlet, you can plug in another electrical device, such as a lamp.
  

Step 4 & 5

• Solution 3: If the computer is plugged in to a surge protector, verify that it is turned on. You may have to reset the surge protector by turning it off and then back on. You can also plug a lamp or other device into the surge protector to verify that it's working correctly.
• Solution 4: If you are using a laptop, the battery may not be charged. Plug the AC adapter into the wall, then try to turn on the laptop. If it still doesn't start up, you may need to wait a few minutes and try again.

Networks: Troubleshooting

Problem 1

1. You've just returned from a week's holiday and you can't log into your computer at work.

Work in pairs.

Customer: Call the IT Helpdesk and explain your problem.

IT Helpdesk employee: Make notes of the conversation, write down personal information and try to solve the problem.

Problem 2

1. You want to send some pictures to a colleague of yours but your e-mail will not send.

Work in pairs.

Customer: Call the IT Helpdesk and explain your problem.

IT Helpdesk employee: Make notes of the conversation, write down personal information and try to solve the problem.