3 Ways to Make Your Remote Help Desk Experience More Productive

Remote tech support for computer repair has made life a little more convenient from the end user’s side. No more bringing your system down to the shop and leaving it for days or waiting for a tech to make a house call. However, it can also be frustrating if you approach it the wrong way. Trying to diagnose an issue via the phone or online messaging takes the visual aspect out it the process. Since a technician can’t lay eyes on your system, they rely on you to accurately describe the situation.

1. Evaluate the problem and possible solutions before contacting tech support whenever possible.

We’ve all heard the old trope ‘did you turn it off and turn it back on again?” However, it’s often the simplest things that cause the seemingly biggest problems. Before calling or messaging tech support, try searching for the issue on Google. Even if you don’t find a fix – or the solution is beyond your skill set – it will help you narrow down the possibilities and help you describe the issue more accurately. This especially true if it turns out to be a common probblem with your particular device, app or computer system. FAQs on manufacturer or vendor websites are also a good source of potential troubleshooting suggestions and solutions.

2. Paint a picture, or just send one.

As we said before, one of the difficulties with remote help is the lack of visuals. If you’re working via a virtual help desk where you can send files, try taking a photo or screen capture. This allows the tech to see exactly what you’re. Since they have a more trained eye, they may be able to pick up on visual clues that a non-tech wouldn’t notice.

If you’re unable to send an image, try to paint a picture with your words. You should also have any other information the technician might need at hand. This includes the version and generation of the part or software, serial or part numbers and what operating system you’re using as well as all of your account data. This information will makes the whole process move along faster.

3. Be concise when describing the issue.

When you’re working with someone via phone or messaging system, vagary just adds to the confusion. Before reaching out for assistance, you should have an idea of how to describe the problem using clear language. You should also be able to relay when the problem began as well as what you were doing just prior to the issue. Let your technician know what part of the processing you were in when you noticed a problem; was it on login, while you were performing actions or if there was no response at all? and if you’ve downloaded anything from a dubious website, updated any software or done anything outside of your normal routine.

Following these steps will also help the support desk accurately prioritize any repairs that may be necessary

We’ve all had less that pleasant experiences with customer service departments. Knowing a little more about how the process works from the other side will give you some insight into how to approach the situation. That way, you can remedy the situation fast and with less aggravation.


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