Tip #3:
Screen Capture
A screen capture can not only save your support resource a great deal of time trying to figure out what you're talking about when you say "It said I was an illegal alien!", but, it can also save you a lot of time trying to write down every little detail, of an error message.
A screen capture is a very simple process that can be done in seconds, when you know how. When you get an error message (this will also work for any other window displaying important data, you don't want to loose), simply follow these easy steps:
1. Press the "Print Screen" key on your keyboard. It is located between the "Backspace" key and the "Num Lock" key on most keyboards. This will "capture" the screen into the computer's memory (it will NOT instantaneously print the screen out, as one might assume from the name of the key being used).
2. Open the "Microsoft Paint" application (Start, Programs, Accessories, Paint), and once the application is open, simply "paste" the image into the "paint" document (you can either use the "Ctrl + V" key combination, or, from the "pull-down" menus, click on "Edit", "Paste".
3. At this point you have the option of whether to print the document (either "Ctrl + P" or "File", "Print"), or save it as a file ("File", "Save-As", and give the document a name and decide where to save it).
Note: You can also paste the screen capture into some word processors (Word, WordPerfect, Wordpad, etc.)
That's it. You're done. Now when your IT support person arrives, they'll be in & out that much quicker, because you better armed them to solve the problem!
Tip #2:
Imagine again, you are the support resource, can't you imagine, you could be entirely more productive, when you arrived at the user's workstation, if they provide you with accurate information with regard to exactly what this problem is?
Scenario #1:
You arrive at the user's workstation, and the user who reported the issue is out getting coffee. You wait for them to return, only to find, when you ask how you can help them, they are not sure. They were doing something on the computer, before they went to get coffee, and they got this error message (the same one that's been popping up for the last week), but they just clicked on "OK", because that's what they had to do, to make it go away.
Scenario #2:
You arrive at the user's workstation, and the user who reported the issue is waiting for you to arrive with a piece of paper in each hand. In one hand, they have notes, describing exactly what they were doing, at the time the error message popped up (I was using Microsoft Outlook, writing an email, and when I attempted to attach a photo, I got this error message. I also had Microsoft Word, and Quickbooks open). In the other hand, they are holding a print-out of the screen capture, they did, that shows the entire content of the error message.
As the IT support resource, which scenario do you think, you could resolve most expeditiously?
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Tip #1:
Keep in mind, the easier you make it on the IT person who supports you and your system, not only the easier life will be for them, but the better your system will perform (and with less down time).
Question:
Imagine you are the IT support resource, don't you think you could be more productive supporting (for example) a fifty workstation network, where all 50 systems were the same configuration, as opposed to fifty different configurations?
Answer:
Don't download and/or install any software, or change any system configuration, without first consulting your support resource. As harmless as they may seem, seemingly simple software packages can make life very miserable for your support reasource. Screensavers, wallpaper, instant messengers, etc. may contain code that can capture keystrokes, record website visits, allow pop-up advertising, or even prohibit your system from performing optimally. Your employer has purchased these systems to be used as a tool, to increase your productivity. If you are the cause for requiring extra support time, or even worse, system down time, do you think they will view this as increased productivity?
