Support Solutions

Need to call User Support?

Prior to making the call

1. Organization is key.
   1. State where you are working and whether you are using a Mac or a PC.
   2. Make sure you have your computer’s operating system, processor speed, and RAM specifications written down.  In most cases, the level 1 tech will ask for this information.
2. Have a description of your problem written down.
   
1. Write down any error messages that you receive.
2. What were you trying to do when the problem occurred.
3. What happens when you try it again.
4. Does the problem persist after you have restarted your computer.
5. Does the problem persist after a cold boot (complete shutdown, wait at least 30. seconds and then power the system back on).

Making the call

Please try to remain calm.  Be ready with the description of your problem and the details you’ve written down.  Once the call is answered, write down your work order number.  Your issue will be entered in 360, and the work order contains all the information you have relayed to the technician, including who was assigned the problem.  Take notes in order to troubleshoot on your own should you encounter the same problem in the future.

Levels of Support

Level 1
What the Level 1 technician will do:

1. Obtain your computer system’s specifications.
2. Obtain an understanding of the nature of your problem.
   
3. Calmly talk and walk you through possible solutions.
4. Escalate the issue to level 2 if a hardware or software specialist is required to correct the problem.
5. Request information on your availability for desktop support at your workstation.

What you should do while on the call:

1. Maintain a calm and respectful demeanor.
2. Resist screaming, cursing, and insulting remarks.
3. Be ready with your computer system information and a description of the problem.
4. Do the requested action and nothing more.
1. If the representative ask you to “Click on Start, then Control Panel” do just that.  Do not anticipate the next direction and move on.
2. Say “Okay” or “Done” when you’re ready to move on to the next step.
5. If you suspect that you have a major problem, respectfully request that your case be escalated quickly.

Level 2

1. Write down the level 2 technician’s name.
2. Remain cordial.
3. Again, perform only the requested action, nothing more.