A reliable troubleshooting method
- Identify the problem. Ask questions and collect facts.
- Reproduce it if possible. Note error messages exactly.
- Check what changed recently: updates, new software, moved cables.
- Form a theory of the likely cause, starting with the simplest.
- Test the theory. Change one thing at a time.
- Fix it and confirm with the user that it works.
- Document the issue and solution.
- Prevent it happening again where you can.
Good questions to ask
- What exactly happens? What did you expect?
- When did it start? Did anything change?
- Does it happen every time?
- Are there any error messages? Can you send a screenshot?
- Does it affect only you or others too?
Writing a good ticket
| Field | Example |
|---|---|
| Title | Cannot connect to office Wi-Fi on laptop |
| User and device | Priya, Dell laptop, Windows 11 |
| Description | Wi-Fi shows connected with no internet since this morning |
| Steps tried | Restarted laptop, forgot and reconnected to the network |
| Priority | Medium, works on phone |
| Resolution | Renewed IP with ipconfig /renew; issue resolved |
Communication scripts
Greeting: "Thank you for contacting IT support. My name is Ravi. How can I help you today?"
Showing empathy: "I understand this is frustrating, and I will help you fix it."
Asking the user to wait: "May I put you on hold for two minutes while I check this?"
When you do not know: "I do not have the answer right now. I will find out and update you by 3 pm."
Closing: "Is it working now? Is there anything else I can help with? Thank you for your patience."
Professional habits
- Be patient. Users are often stressed.
- Avoid jargon, or explain it simply.
- Do not blame the user.
- Keep promises about follow-up times.
- Protect privacy. Never share passwords or private data.
- Escalate when needed, with full details.
Practice
Take one problem (for example "my printer does not print") and write a full ticket plus a five-question set to ask the user.