SAS 003 – The Basics of Problem Solving

Today’s episode answers listener feedback and explains the basics of problem solving. You can send feedback and ideas for future episodes to [email protected] Listener Q&A Example degree AAS Computer Information Systems Computer User Support Specialist 25k – 40k Lab Equipment Cost DL360 G7, 8 Cores, 32GB – $220 DL360E G8, 16 Cores, 32GB – $320 Today’s Show The Basics of Problem Solving Users report symptoms not problems Break/Fix Verify the issue Can it be reproduced? Other users affected? Is a work around available? Printer example User reports unable to print Where are you? Which printer? When did this happen? When did you last print successfully? What are you printing? How urgently do you need it printed? Try another printer as a quick workaround Offer to print it for them if urgent Can you get online? Printer Testing Check if printer is online Check supplies / Status Check print server Test print from another computer PC Testing Network connection Correct printer selected? Default printer correct? Correct driver? Print spooler service restart Computer restart Printer port correct Feature or Project Request Define the requirements and scope Validate resolution path Training on deployed solution User already has the ability to do what they are requesting Deploy standard solution The requirements fit an existing solution already deployed to others Manager approval required Investigate and deploy new solution Validate the request by user’s manager Research candidates that meet requirements and scope Demo top candidate, include business community as needed Management approval Deploy solution Final Thoughts User Training Users have less issues when they are properly trained Communication is key Especially if a problem will take some time to resolve