Gather information by identifying the problems that users most commonly experience and that they call the IT help desk for, given the scenario. Identify what has changed in the system that may have caused each problem. Create a hypothesis of what you think the probable cause for each issue is, based on the information gathered in the first step. You may want to come up with several hypotheses. Determine the appropriate fixes by testing your hypotheses. You will also want to account for possible ramifications that you could cause by fixing the issue based on your hypotheses. Given the tickets, phone calls, and chat transсrіpt, the IT support specialist assisting those users at the time may or may not have attempted the same fix. If they did, state that they determined the appropriate fix already. If you believe that they did not identify a probable cause, explain what you would have done differently if you were the one assisting the user. Explain how you would implement the fix to verify the cause of the problem if you were the IT support specialist assisting the users at the time. In some cases, it could be that the IT support specialist had already implemented the fix, but explain whether you would have handled it similarly or differently. Describe how you would ensure satisfaction of the user after the issue has been resolved. In some cases, it could be that the IT support specialist demonstrated ensuring satisfaction, while they did not in other cases. In these circumstances, explain whether you would have done this in the same or a different way. Document the solution within your knowledge base document. Provide how-to’s or steps for common user issues, as well as any lessons learned from troubleshooting these issues that would be beneficial for other IT help desk support specialists to know.
