Here are 10 things every employee can try before calling the Help Desk
- Reboot
Believe it or not, rebooting really does fix so many things, reboot first may cut down on your need to call by a noticeable percentage. **MAKE SURE TO SAVE ANY WORK FIRST**
- Leave on the screen/write-down/screenshot the error message
- If you can leave the error where we can see it, write it down, or otherwise capture it, we can potentially jump right into fixing your problem instead of first trying to figure out what the problem is.
- Your computer name
- Your operating system you can obtain this by typing System Information in the search bar at the bottom on your PC. It will be the Device Name and Version that is asked for.
- Your major application details.
At the very least, you should be able to tell you whether you are trying to do something with IE or Chrome, Word, Excel, Adobe PDF, ApplicationX or ProgramY, so that we can start with the proper troubleshooting steps. “The Internet” is not a program on most company computers. 😊
- Confirm Internet access
Since so many calls have to do with reaching a website, getting to email, or other things that come down to Internet access, confirming you have Internet access will also be a big time saver. You can try a couple of these links: · http://www.whattimeisit.com is easy to remember, pays homage to Run DMC, and confirms that you are not looking at something cached. · http://www.downforeveryoneorjustme.com/ so they can see if a website is down or not.
- Confirm spelling
Address bars do not have a spellcheck function, typos will still be a major root cause of support calls. Check twice, enter once, and we will be happier!
- Check to see if anyone else has the same problem
One of the first things we have to do when working an issue is to scope the problem. If you have already checked with a colleague to see whether the problem is limited to just your or several people, a lot of time can be saved, and resolution is that much closer. Simply ask the people around you in the next cube to confirm something before calling is a simple thing to do. - Put in a Support Ticket @ My Dashboard | JCC Support The Help Desk Technicians are often out and about in the departments working on other issues. A support ticket will make sure that your issue is captured and followed up on in a timely manner. If you still need to call. Our number is 205-325-5999.
Here are 10 things every employee can try before calling the Help Desk
- Reboot
Believe it or not, rebooting really does fix so many things, reboot first may cut down on your need to call by a noticeable percentage. **MAKE SURE TO SAVE ANY WORK FIRST** - Leave on the screen/write-down/screenshot the error message
- If you can leave the error where we can see it, write it down, or otherwise capture it, we can potentially jump right into fixing your problem instead of first trying to figure out what the problem is.
- Your computer name
- Your operating system you can obtain this by typing System Information in the search bar at the bottom on your PC. It will be the Device Name and Version that is asked for.
- Your major application details.
At the very least, you should be able to tell you whether you are trying to do something with IE or Chrome, Word, Excel, Adobe PDF, ApplicationX or ProgramY, so that we can start with the proper troubleshooting steps. “The Internet” is not a program on most company computers. 😊 - Confirm Internet access
Since so many calls have to do with reaching a website, getting to email, or other things that come down to Internet access, confirming you have Internet access will also be a big time saver. You can try a couple of these links: · http://www.whattimeisit.com is easy to remember, pays homage to Run DMC, and confirms that you are not looking at something cached. · http://www.downforeveryoneorjustme.com/ so they can see if a website is down or not. - Confirm spelling
Address bars do not have a spellcheck function, typos will still be a major root cause of support calls. Check twice, enter once, and we will be happier! - Check to see if anyone else has the same problem
One of the first things we have to do when working an issue is to scope the problem. If you have already checked with a colleague to see whether the problem is limited to just your or several people, a lot of time can be saved, and resolution is that much closer. Simply ask the people around you in the next cube to confirm something before calling is a simple thing to do. - Put in a Support Ticket @ My Dashboard | JCC Support The Help Desk Technicians are often out and about in the departments working on other issues. A support ticket will make sure that your issue is captured and followed up on in a timely manner. If you still need to call. Our number is 205-325-5999.