Question

You provide desktop support for a small company. The company has two locations in the same city, but they are several miles away. You get a call from a user who is having problems with an application. He tries to describe what he is doing in the application, but you just can't understand what he is doing that might be causing the problem. What should you do?

Answer 1

To address the user's application issue, consider using remote desktop software for direct observation or requesting screenshots to understand the problem better. Speak slowly and clearly to avoid communication issues and use troubleshooting steps to guide the user.

Step-by-step explanation:

When you are providing desktop support for a user who is experiencing issues with an application, and you cannot understand the problem through a phone description, you should consider employing a different problem-solving strategy. One effective approach is to use remote desktop software to view and control the user's computer. This will allow you to observe the issue firsthand and provide targeted assistance.

Alternatively, if remote support is not available or appropriate, you can ask the user to send screenshots or a video of the problem. This visual evidence can give you better insights into the problem. If the issue cannot be resolved remotely, arranging for an in-person visit or guiding the user to perform troubleshooting steps under your direction could be your last resort.

Whichever method you choose, ensure to speak slowly and clearly during communication to prevent any misunderstanding due to technical issues like wi-fi delays or microphone malfunctions. Remember, your main goal is to efficiently diagnose and solve the user's problem with the application.

Answer 2

access the computer remotely

Step-by-step explanation:

The best option would be to access the computer remotely. This allows you to remotely view the computer and control it from anywhere in the world. This allows you to take full control, analyze, and fix the problem that the individual is having without having to explain step by step to the user what they have to do. This can be accomplished through a direct IP connection or through a third-party software, which the user will need to have installed on their computer.