michael mcdonnell winterstorm solutions [email protected] technical support simple rules for...
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Michael McDonnellWinterstorm Solutions
[email protected]://winterstorm.ca
Technical SupportTechnical Support
Simple Rulesfor
Getting the Help You Need
Every Single Time
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Why?Why?
Technical skills solve technical problems
Is “getting technical support” learnable?
Getting technical support is
a management skill
a communications skill
NewNewTechnicalTechnicalSkillsSkills
OverviewOverview
How Helpdesks WorkHow Helpdesks Work
Writing Effective RequestsWriting Effective Requests
Managing the ProcessManaging the Process
11
22
33
Section 1Section 1
How Helpdesks WorkHow Helpdesks Work11
Why Learn about Helpdesks?Why Learn about Helpdesks?
Build Confidence
Improve Communication
Inform Decisions
The 9-step/4-phase ModelThe 9-step/4-phase Model
• Phase 1 : Greeting• Phase 2 : Problem Identification
– Problem Classification– Problem Statement– Problem Verification
• Phase 3 : Planning and Execution– Solution Proposal– Solution Selection– Solution Execution
• Phase 4 : Verification– Craft Verification– User Verification / Closing
Source: Limoncelli, T. 1999. Deconstructing user requests and the nine step model. Proceedings of LISA ’99: 13th Systems Administration Conference. Seattle, Washington, USA, November 7-12, 1999.
Problem Identification LoopsProblem Identification Loops
Classification Statement VerificationLater
Phases
1 2 3
Phase 2: Problem Identification
Loops Between PhasesLoops Between Phases
Phase 2:Identification
Phase 3:Planning &Execution
Phase 4:Verification
1 2 3
ConsequencesConsequences
Classification Statement VerificationLater
Phases
1 2 3
Feeling Ignored? Helpless?Getting the “runaround”?Frustration growing?
Solution #1Solution #1
Classification Statement VerificationLater
Phases
1 2 3
Write a completeand
detailed request
Let them go in circles alone,
not you.
Solution #2Solution #2
Phase 2:Identification
Phase 3:Planning &Execution
Phase 4:Verification
1 2 3
Manage thecommunication
process
Know whowill do whatand when
Section 2Section 2
Writing Effective RequestsWriting Effective Requests22
Writing Effective RequestsWriting Effective Requests
1. What is wrong: in a single sentence
2. What is wrong: in detail
3. How will you when it is working?
4. [ Who does this affect? ]
5. [ When does it need to be fixed by?]
6. [ Why are you contacting this person specifically? ]
Worst Case ScenarioWorst Case Scenario
Getting Help from TELUS Advanced Communications
Key to Solution: Writing and Effective Request
• I failed to describe the problem (only the solution)• Staff responded with few details• Staff did NOT want to help me• Staff wanted to go home• Staff had procedures that supported NOT helping
Example: The Wrong WayExample: The Wrong Way
From: Iva Gott-problems <[email protected]>
Subject: help!!!!
Problems accessing files and printers. Please advise.
Example: URGENTExample: URGENT
From: Iva Gott-problems <[email protected]>To: [email protected]: [URGENT] The whole office cannot access networkHi,Starting about an hour ago, everyone in the office is unable to
access the network: we cannot access the fileserver, printers, email, or the web.
All of the PCs can boot up and we can run most programs without a problem (e.g. Microsoft Word and Excel run just fine), but anything that needs to interact with a server or the Internet is having a problem.
Can you investigate this as soon as possible. Our department has a deadline Tuesday, and we need to access files on the fileserver and the printers at the bare minimum….
Example: SimpleExample: Simple
From: Iva Gott-problems <[email protected]>To: [email protected]: Cannot view webpages with Internet ExplorerHi, I’m writing to you because, as of this morning, I cannot
view any webpages using Internet Explorer.After restarting my computer and logging in, I double-
click the I.E. icon on my desktop. IE starts up normally, but no matter what address I type in I get an error (“Server is Unreachable”). I have tried the following URLs…
Example: Why Them?Example: Why Them?
From: Iva Gott-problems <[email protected]>
Subject: Many Shaw customers unable to view our homepage
Hi,
I’m writing to you because some of users, those who use your cable-model service, cannot reach our homepage. I am writing to your email address because it appears on the Shaw support site at http://support.shaw.ca/ and the users reporting this problem are Shaw customers….
Example: Verification InfoExample: Verification Info
From: Iva Gott-problems <[email protected]>
Subject: Many patrons unable to login to ezproxy
Hi,
I think there is a problem with ezproxy, many but not all of our patrons are unable to login this afternoon.
We are not sure when the problem began, but we have no reports from yesterday, and many starting this afternoon.
I have tested using the barcodes (included below) and PINs of several patrons and this is what happens…
Section 3Section 3
Managing the ProcessManaging the Process33
Worst Case ScenarioWorst Case Scenario
Dealing With Dynix
over RPA
Key to Solution: Managing the Process
• Long process (Less than a year)
• Dozens of problems
• Complex problems requiring many experts
• Deception and “misunderstandings”
Managing the ProcessManaging the Process
3 Rules of Thumb:
Focus on the result you want
Know who will do what next and when
Specific questions deserve specific answers… but so do general ones
Focus on the ResultFocus on the Result
From: [email protected]
To: Iva Gottaproblem
Subject: Re: Browser issues
Hi Iva,
We haven’t been able reproduce the problem you are reporting with Internet Explorer, but our network specialist suggests that you install Firefox because it has fewer problems of this type….
Who, What, WhenWho, What, When
Information Required for Better Decisions
• Who will take the next action?– What does it entail?– What is it supposed to accomplish?
• When will you know that they are done?
• Who will contact you when it is done?
General Questions, Specific AnswersGeneral Questions, Specific Answers
From: [email protected]
To: Iva Gottaproblem
Subject: Re: network problems
Hi Iva,
The network problem is resolved now. Let us know if you have any further problems.
1.What was the problem?2.Will it happen again?
3.Should we do something different?BUT…
