It seems each major IT vendor publishes its own approach to computer troubleshooting. Even CompTIA, the vendor-neutral IT industry consortium, has its own methodology. Join IT industry SME Tim Warner as he helps you translate theory into practice. Learn to become a much sharper, efficient, and effective IT troubleshooter in just one hour.
Recommended Group/Partner Discussion Questions:
1. What are good open-ended questions to ask during the 1st step to understand a user's problem?
2. What was your favorite piece of Tim's guidance and how will you apply?
3. To Tim's point about expressing empathy when a customer brings us a problem, how should we respond when they call or email us?
4. Talk through your companies troubleshooting methodology, with perhaps at least one best practice/recommendation for each step.
Tim Warner is a Microsoft MVP in Cloud and Datacenter Management and a full-time author with Pluralsight. He has worked in nearly every facet of IT, from systems administration and software architecture to technical writing and training. You can reach Tim via Twitter (@TechTrainerTim) or his blog, azuredepot.com.