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How would you respond
if I asked you,
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do you know how long it'll
take me to get to the bank?
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You'd probably ask, where
are you, where's the bank?
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Are you walking,
driving, biking?
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00:00:12,300 --> 00:00:14,100
But if you just
guessed the details of
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my situation to direct
me to the bank,
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your response would be a
day late and $1 short.
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It seems such a
natural thing to ask
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questions and gather
information to solve a problem.
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00:00:24,810 --> 00:00:26,475
But it's usually
one of those most
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overlooked steps and
troubleshooting.
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Troubleshooting
is the ability to
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diagnose and resolve a problem.
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00:00:32,535 --> 00:00:34,850
One of the most difficult
skills to acquire in
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an IT role isn't
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technical knowledge, but
effective troubleshooting.
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Rather that's helping someone
face-to-face or remotely.
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It's not specific to
the IT world either.
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We use troubleshooting
skills everyday.
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My car is broken,
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the light bulb went
out. I feel sick.
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Imagine if you went to
your doctor and said,
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I feel sick and without
any other information,
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he gives you a prescription
for allergy medicine,
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time to find a new doctor.
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00:01:01,550 --> 00:01:03,545
Well, this might
seem far-fetched.
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00:01:03,545 --> 00:01:06,245
This can happen pretty
often in the IT world.
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00:01:06,245 --> 00:01:09,380
We're so in the habit of fixing
things that sometimes we
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00:01:09,380 --> 00:01:12,475
try to fix something without
diagnosing it first.
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00:01:12,475 --> 00:01:14,090
We're going to give
you the tools you need
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to develop good
troubleshooting habits.
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No matter how big or
small the problem is,
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the first thing to do
in troubleshooting
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is, ask questions.
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There are a lot of factors
that can cause a problem.
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You want to make sure you gather
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all your data before you
start to tinker with it.
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00:01:30,125 --> 00:01:31,715
Over the next several videos,
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we're going to
demonstrate real-world
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in-person and remote
troubleshooting scenarios.
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For the in-person scenarios,
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you'll meet Gail and Marty.
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And yes, we have another
Marty joining us.
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00:01:42,185 --> 00:01:44,480
But he spelled his
name with a y and I
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still mine with an i,
confusing. I know.
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00:01:46,985 --> 00:01:50,345
Please keep in mind these
are not professional actors.
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00:01:50,345 --> 00:01:52,850
We want to give you the
opportunity to see how
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00:01:52,850 --> 00:01:54,170
these different scenarios would
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00:01:54,170 --> 00:01:56,225
play out in real-world settings.
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00:01:56,225 --> 00:01:58,220
Let's look at a
quick scenario of
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a not so awesome troubleshooting
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interaction and an awesome one.
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My computer's broken.
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This looks bad. I think
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you're going to need
a new computer.
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It's going to be
about a 1,000 bucks.
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00:02:17,600 --> 00:02:20,830
My computer's broken.
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Can you tell me a little bit
more about how it's broken?
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Does it turn on at all?
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Has there been any damage to
it lately that you know of?
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00:02:32,380 --> 00:02:34,225
Well, when I hit
the power button,
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I hear a Ding, but nothing
comes up on screen.
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00:02:37,570 --> 00:02:39,935
Oh, okay. Can I take a look?
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00:02:39,935 --> 00:02:40,635
Sure.
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00:02:40,635 --> 00:02:45,010
Let me just see
what's going on here.
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00:02:48,590 --> 00:02:52,450
You know what, the
brightness was turned down.
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These brightness buttons are
a little bit fiddly and it's
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00:02:56,350 --> 00:03:00,400
easy to hit them by
accident. There you are.
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00:03:00,400 --> 00:03:01,990
Great. Thank you.
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00:03:01,990 --> 00:03:03,295
You're welcome.
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00:03:03,295 --> 00:03:05,905
If we didn't ask
follow-up questions,
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00:03:05,905 --> 00:03:07,480
we wouldn't have
realized the issue is
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00:03:07,480 --> 00:03:09,895
something as small
as screen being dim,
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00:03:09,895 --> 00:03:11,665
but it's important that
you're able to gather
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enough information to start
troubleshooting an issue,
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whether it's big or small.
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00:03:16,555 --> 00:03:17,890
With a little digging,
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00:03:17,890 --> 00:03:19,000
we're able to understand
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00:03:19,000 --> 00:03:22,030
the situation and effectively
troubleshoot the issue.
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00:03:22,030 --> 00:03:23,920
What's also really
important to call out
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00:03:23,920 --> 00:03:25,660
from the scenario is the tact
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00:03:25,660 --> 00:03:27,310
and make the user
feel silly for not
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00:03:27,310 --> 00:03:29,445
realizing the screens
brightness was down.
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00:03:29,445 --> 00:03:31,250
Can you think about a
time someone made you
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00:03:31,250 --> 00:03:33,125
feel silly or even dumb?
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00:03:33,125 --> 00:03:35,285
It's a pretty terrible feeling.
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00:03:35,285 --> 00:03:37,730
Don't be that person that
does it to someone else.
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00:03:37,730 --> 00:03:39,620
Remember, IT support is
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00:03:39,620 --> 00:03:41,570
about working in the
service of others.
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00:03:41,570 --> 00:03:44,705
Always try to create a positive
experience for the user,
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00:03:44,705 --> 00:03:47,105
will deep dive into
customer service later on.
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00:03:47,105 --> 00:03:48,980
In the meantime,
I'll see you back in
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00:03:48,980 --> 00:03:51,960
the next video on
isolating the problem.
7190
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