Question

You're doing desktop support and the company policy is that you can only help with company equipment. A user walks in:

Tech: Hi there, how can I help you?
User: My computer is really slow and I can barely use it. Can you help me figure out what's wrong?
Tech: It looks like this is a personal computer. Are you talking about your work computer?
User: Uh, no, this is the one that I need help with. I figured you're good with computers and you could help. My daughter needs it for a school assignment that's due tomorrow, but it's too slow for her to get anything done.

Answer 1

As a desktop support technician, your company policy may restrict you from assisting with personal computers. In this situation, it's important to set boundaries and inform the user that you are unable to help with their personal device. You can suggest troubleshooting steps, such as clearing temporary files, running a malware scan, checking for software updates, reviewing startup programs, and updating hardware components, for the user to try on their own.

Step-by-step explanation:

As a desktop support technician, your company policy may restrict you from helping with personal computers and limit your assistance to company equipment only. This policy is in place to ensure that you focus your expertise on the technology that directly supports the company's operations. In the scenario you described, if the computer in question is a personal computer that does not belong to the company, you may need to communicate this to the user and inform them that you are unable to provide support for personal devices.

It's important to set clear boundaries and prioritize your responsibilities to align with the company policy. By doing so, you contribute to maintaining a secure and efficient technology environment for the company.

If the user is having performance issues with their personal computer, you could suggest they try the following troubleshooting steps:

1. Clearing temporary files: This can help free up disk space and improve system performance. They can do this by navigating to the computer's temporary files folder and deleting unnecessary files.
2. Running a malware scan: Malware and viruses can significantly impact computer performance. Recommending a reputable antivirus program and performing a full system scan can help identify and remove any potential threats.
3. Checking for software updates: Outdated software can sometimes cause slow performance. Encourage the user to check for and install any available updates for their operating system, drivers, and applications.
4. Reviewing startup programs: Some programs may be set to automatically start when the computer boots up, consuming valuable system resources. Suggest that the user review their startup program list and disable any unnecessary ones.
5. Updating hardware components: If the computer's hardware is outdated or insufficient for the user's needs, they may experience slow performance. However, upgrading hardware components, such as RAM or storage, can improve the overall speed of the computer.

By recommending these troubleshooting steps, you can guide the user in resolving the performance issues with their personal computer without compromising your company's policy.