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Memory Refresher Tech Troubleshooting Rules for new Techs'

Discussion in 'Tech Tips and Reviews' started by Professionalgirl, Feb 19, 2020.

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  1. Professionalgirl

    Professionalgirl Thread Starter

    Joined:
    Jan 10, 2020
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    First Name:
    Tina
    If you are experiencing difficulties retaining information that you have acquired in college or technical trade school, please view the five step troubleshooting rule program for technicians below.

    1. Ask Questions: Ask the user if there were any changes that were made prior to the incident but avoid blaming the user directly to mitigate the risk of offending the user. Always remain tactful in your approach. Be polite and respectful and speak in a calm tone as well as showing the user that you care and that their issue is important to you and they are valued as a client. Many users tend to get frustrated or very upset and its important to remain empathetic to their misfortune. Maintain safe boundaries and never use remote access to the clients operating system unless they give you permission to do so. This does not apply to this forum because we are not permitted to use remote assistance since it would be considered a violation of this forum's code of ethics and we must adhere to the policy just as you normally would a company policy.
    2. Reproduce the issue: Reproduce the issue by asking the user to work on something that triggered the issue and determine the cause. This provides insight to technicians working toward resolving an issue by observing the behavior of the issue and determining the cause with observatory visual clues. This help us gain better insight as to what the exact issue at hand is.
    3. Plan a Resolution: Brainstorm solutions that may work to resolve the issue and tell the user exactly how you plan to resolve the issue in the most basic form as possible and avoid using technical jargon that basic users may not understand.
    4. Apply the Solution: After the plan for a resolution is in place apply and implement the solution.
    5. Document the Solution: Document the solution that worked to resolve the issue and use as a future reference in the event that another user has the same issue. Technicians can go back and read the document with the solution to retain information that was previously learned to resolve the issue.

    I hope you enjoyed this memory refresher that will help you succeed and prosper as a perductive member of society. Good Luck! :)
     
    TXjim likes this.
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