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Sunday, October 24, 2010

Technical Support: Sharing a small knowldege

Greeting to all, before i continue with the series on Self computer maintenance, i would like to share a bit of information on how to make a Technical Support job easier. Off course this not applicable to all Tech Supp job out here. But i hope with this i can help some Tech Guy how to make your job easier if your the only one in your company and if that company allows employee to take good care of there own computer unit. Again this not applicable to all. Being a technical support guy for all sort of computer problems in a company is rely hard and it also harder if your the only one there. Your expected to solved almost any computer problem that the company and its employee encounters. Luckily we have the good all internet as our resources to help us in our daily task of trouble-shooting the computer hardware and software and to help and guide all the employee and Big Boss at our company. Now how can we possibly make it more simple and less demanding. The answer share a little bit of your knowledge on almost everything you do to all of them. After the training you must follow it up every now and then to make sure they are doing it. Also to let them know that this is serious stuff and you are serious in training them.

At first it will require a huge amount of task and energy on your part but the benefit of this in the long run will be more than enough satisfaction if done correctly and positively. even your manager will be able to notice the different in productivity for each employee by reducing idle time and maximizing the effectiveness and prolonging the life of the computer.

Star with the basic, like how to properly refresh the computer if its being used all day long. Explain it to them in plain simple terms that the computer just like any other machine needs to be refresh from time to time in order for it to function longer, therefore making them more productive. Don't do it by yourselves, guide them on a step by step task on how to properly shutdown and restart the computer. This way they will be able to do it by themselves id they feel that the computer is becoming sluggish in it performance. Explain it to them nicely and keep it simple how important it is do this as to maintain the right condition to make the computer more reliable in the long run. Be a friend them them and have the patience to share this one with them. Thereby giving them the basic tools needed to understand how there computer works. Also the solution to the most complex computer problem is sometimes prevention. Just alike a sickness or deceases, before started to become more serious, at its earlier stage the problem should be nip in the bud. This must be emphasis on the employee by your the Tech Support Guy pf the company. They will listen to you because they know that it is your job to know how to solve or fix the problems they encounter. Another plan of action is to scheduled seminar with actual hands-on exercises. Make a plan in advance draw up the topic you wish to train the employee. Topic that doe snot require in-depth technical knowledge for them. It must be easy and FUN for them so they will not be bored and they will become interested and pursue it even after the training. Of course you have to coordinate this with your boss and every person involved in the decision making.

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