“ Doctor Nikki” Massaro Kauffman Andrew Calvin, “HelpDesk Therapist” I-Tech Troubleshooting Self-Help

Troubleshooting Self-Help You’re good enough. You’re smart enough. Doggone it. People like you!

You’re good enough.

You’re smart enough.

Doggone it. People like you!

Troubleshooting Self-Help You’re good enough. You’re smart enough. Doggone it. People like you!

You’re good enough.

You’re smart enough.

Doggone it. People like you!

Troubleshooting Self-Help You’re good enough. You’re smart enough. Doggone it. People like you!

You’re good enough.

You’re smart enough.

Doggone it. People like you!

You’re Good Enough. (Search Strategies) Get to know the terminology: Ribbon Quick Access Toolbar Browser Wizard

Get to know the terminology:

Ribbon

Quick Access Toolbar

Browser

Wizard

You’re Good Enough. (Search Strategies) Start with the Help files.

Start with the Help files.

You’re Good Enough. (Search Strategies) Search other sources: HelpDesk Community Hub Staff Training Site ITS Knowledge Base Google

Search other sources:

HelpDesk Community Hub

Staff Training Site

ITS Knowledge Base

Google

Troubleshooting Self-Help You’re good enough. You’re smart enough. Doggone it. People like you!

You’re good enough.

You’re smart enough.

Doggone it. People like you!

You’re Smart Enough! (Troubleshooting) Identify the the following: date & time now date & time things were fine any changes since then

Identify the the following:

date & time now

date & time things were fine

any changes since then

You’re Smart Enough! (Troubleshooting) Copy (or screen shot) the error text.

Copy (or screen shot) the error text.

You’re Smart Enough! (Troubleshooting) Start over: quit application/close browser clear cache shut down

Start over:

quit application/close browser

clear cache

shut down

Troubleshooting Self-Help You’re good enough. You’re smart enough. Doggone it. People like you!

You’re good enough.

You’re smart enough.

Doggone it. People like you!

People Like You! (Requesting IT Help) Use correct terminology: Oracle Calendar v. Oracle Browser Wizard

Use correct terminology:

Oracle Calendar v. Oracle

Browser

Wizard

People Like You! (Requesting IT Help) Share any troubleshooting steps you’ve already taken.

Share any troubleshooting steps you’ve already taken.

People Like You! (Requesting IT Help) Describe how to duplicate the problem step-by-step.

Describe how to duplicate the problem step-by-step.

Troubleshooting Self-Help You’re good enough. You’re smart enough. Doggone it. People like you!

You’re good enough.

You’re smart enough.

Doggone it. People like you!

Questions?