1. Michael SteinsonMichael Steinson
Information Technology SupportInformation Technology Support
SupervisorSupervisor

2. Difficulty with Geeks?Difficulty with Geeks?
 IT Specialists vary in their ability to solveIT Specialists vary in their ability to solve
your problemsyour problems
 IT Specialists tend to be extremelyIT Specialists tend to be extremely
focused on the problem and not so muchfocused on the problem and not so much
on the personon the person
 IT Specialists find it difficult to explain theIT Specialists find it difficult to explain the
problem in a non-technical wayproblem in a non-technical way

3. My Approach to Solving Your ITMy Approach to Solving Your IT
ProblemsProblems
 The most crucial objective is to listen toThe most crucial objective is to listen to
the user as they explain their problemthe user as they explain their problem
 During this time, I assess the user’s levelDuring this time, I assess the user’s level
of comfort and interestof comfort and interest
 Determination of the user’s frustrationDetermination of the user’s frustration
levellevel
 I then adjust my approach based on myI then adjust my approach based on my
interaction with the userinteraction with the user

4. Root Cause AnalysisRoot Cause Analysis
 My extensive experience inMy extensive experience in
troubleshooting problems has developedtroubleshooting problems has developed
an effective methodology that allows me toan effective methodology that allows me to
determine quickly the source of thedetermine quickly the source of the
problemproblem

5. Consider Best SolutionConsider Best Solution
 Usually there are multiple solutions thatUsually there are multiple solutions that
require varied approachesrequire varied approaches
 Various items to consider –Various items to consider –
 Efficacy of the solutionEfficacy of the solution
 Detour vs. RepairDetour vs. Repair
 Time constraintsTime constraints
 How much time do I have to effect the repair?How much time do I have to effect the repair?

6. Solution DocumentationSolution Documentation
 You can be sure similar problems willYou can be sure similar problems will
recurrecur
 Reduced downtime due to readilyReduced downtime due to readily
available documented solutionavailable documented solution
 Development of a solution repositoryDevelopment of a solution repository
effectively builds team spiriteffectively builds team spirit
(empowerment, value)(empowerment, value)

7. Sharing Lessons LearnedSharing Lessons Learned
 Readily sharing information ensures theReadily sharing information ensures the
appropriate response is delivered quickly andappropriate response is delivered quickly and
effectivelyeffectively
 Openness builds loyalty and trustOpenness builds loyalty and trust
 Sharing information empowers others to becomeSharing information empowers others to become
more confident and competentmore confident and competent
 Mentoring/Training – Opportunity to useMentoring/Training – Opportunity to use
problems as an occasion to learn how toproblems as an occasion to learn how to
respond in the futurerespond in the future

8. Supervisory CapacitySupervisory Capacity
 Serve as “Level 2” support resource forServe as “Level 2” support resource for
exceptional issuesexceptional issues
 Mentor coworkers to encourage performanceMentor coworkers to encourage performance
improvementimprovement
 Offer an open platform for suggestions forOffer an open platform for suggestions for
improvementimprovement
 Plan for future opportunities by being proactivePlan for future opportunities by being proactive
 Process improvement initiativesProcess improvement initiatives

9. ResultsResults
 Value - Listening to people enriches theValue - Listening to people enriches the
speaker and the listenerspeaker and the listener
 Loyalty – Being approachable builds trustLoyalty – Being approachable builds trust
which encourages open questionswhich encourages open questions
 Customer satisfaction improvedCustomer satisfaction improved
 Cohesive teaming, empowerment, value,Cohesive teaming, empowerment, value,
trust, effectivenesstrust, effectiveness
 Productivity improvementsProductivity improvements

10. ResultsResults
 Value - Listening to people enriches theValue - Listening to people enriches the
speaker and the listenerspeaker and the listener
 Loyalty – Being approachable builds trustLoyalty – Being approachable builds trust
which encourages open questionswhich encourages open questions
 Customer satisfaction improvedCustomer satisfaction improved
 Cohesive teaming, empowerment, value,Cohesive teaming, empowerment, value,
trust, effectivenesstrust, effectiveness
 Productivity improvementsProductivity improvements