We’ve all been there: you’re in the middle of an important meeting, presentation, or customer transaction when technology decides to inexplicably fail. All eyes are on you as you phone tech support. The stakes are high. So is your anxiety. While losing your cool and questioning your line of work might be a natural response, knowing how to talk to your IT technician can not only help you keep a calm head; it can also get your problem solved faster.
Think of us as Physicians for Your Computer
When you to go any doctor, you describe your symptoms and the doctor hunts for the issue causing you distress. Tech support is no different. “The more information you give us, the better we can diagnose the computer and recommend the correct fix the first time,” says Cody Cornelison, Vice President of Advantage iTS. Conversely, you can also lead your doctor or your IT tech astray if your descriptions are too vague.
Try to Be Specific
Avoid generalized language like “nothing is working.” If your computer doesn’t start, instead of saying “my computer won’t turn on” try something like:
The computer is plugged in and there is power to the socket. I hit the power button as usual and it makes the startup bong and the lights come on. The screen shows a few lines of text for an instant and then the computer shuts down. All the lights go off. When I hit the power button again, the same thing happens.
Describing these little details can make all the difference in distinguishing between an operating system error or a hardware failure.
Prepare Before You Call
It can be tempting to just grab the phone, but if you prepare what you want to say in advance, the call will go faster and your IT tech will be able to solve your problem more quickly. Here are some things to think about before you call:
- What error messages have you gotten? (write them down)
- When did the problem start, exactly?
- What exactly is happening, step by step?
- What, if anything, did you change between the last time it worked and now?
- What have you already tried to fix it?
- Is anything else acting up, and did that start just before or at the same time?
- Has anything about the problem changed since it first manifested?
Be Upfront
If you aren’t tech-savvy, there’s no shame in admitting it. Ask us to explain what we mean or ask us to slow down our instructions if necessary. We promise we won’t judge. Did you accidentally change a setting you didn’t mean to touch? Be honest and we can set it right much faster than if we have to guess what caused the problem.
Remember We’re Here to Help
Everyone hates a computer problem, and it can be hard not to get worked up about it. Just remember that tech support didn’t cause your problem; we’re also your best bet for getting it fixed! Hey, we get it. Tempers flare when the blue screen of death pops in for an unexpected visit, but yelling at your technician will only prolong the call. It’s okay to take a minute to breathe.
Talking to your IT Technician is Easier Than You Think
If you’re having trouble talking to your IT tech, contact Advantage ITS today. Our professionals are here to help you and talking to an IT technician doesn’t have to be intimidating. Call Advantage iTS and get your problem solved now!
