Answer:Description about the issue in details and if the data of hard-drive has been backed up or not. Taking the permission for the servicing of the computer.
Explanation: On the call with the user, the whole detailed description about the issue in the computer system should be asked and on the basis of the on-call understanding the customer-help person should take any further step.
The user must be asked about the hard drive data back up so that while on site visit repairing or alteration the data does not vanish or lost.Then the permission for the servicing of the computer unit should be done so that the issue can be examined internally.