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When you’re staring at a blue screen, need to run that report for your boss ASAP or can’t remember if that’s a cup holder or disk drive, you need clear instructions from the IT support person.
But sometimes it seems like IT staffers speak a foreign language. And, truth is, they might just think you do, too. So how can you bridge the language gap? Here are four tips you can use to help make yourself understood and get your tech support needs met fast.
Be Specific
Tell your IT professional as much as possible about the problem. What you may think is irrelevant may be the key to the solution. And don’t be afraid of using nontechnical terms to describe the issue.
“Use whatever terms you are most comfortable with when describing a problem,” suggests Matt Dworkin, a Rockland, Maryland-based “double agent” for Geek Squad, the 24/7 computer support task force focused on computer support and repair. “We can usually parse a description with details into exactly what we need to figure out the problem.”
Rita Mewing, help desk manager at Wake Forest University in Winston Salem, North Carolina, offers these examples:
Not so good: “The CD/DVD player is broken.”
Good: “The CD/DVD player reads CDs and DVDs, but can’t burn CDs or DVDs.”
Not so good: “The keyboard is dead.”
Good: “The Shift key isn’t working at all.”
Not so good: “Internet does not work.”
Good: “Internet Explorer can’t open www.google.com; Firefox can.”
Write Down Error Messages
“I know it looks like a bunch of gobbledygook,” Dworkin says. “I mean, really, what could 0x000071 possibly mean to anyone?”
Anyone but a computer tech specialist, that is. “It means a lot to us, and can often tell us exactly what the problem is.” That’s why he suggests writing the error message down before you call.
Follow All the Steps
Often working through a problem can be monotonous for those not well-versed in technology. However, Dworkin promises there is a method to the madness. “If we ask you to check something, don’t just say you did it and move on because you’re ‘sure’ it can’t possibly be what we ask,” he says. “There’s a reason for each step in troubleshooting.” Those seemingly unrelated steps are actually indicators of what the actual breakdown is.
And if you’re not sure what your IT support person is telling you, speak up. “Sometimes we can forget that something we consider common isn’t,” Dworkin says. “Don’t be afraid to ask us what we mean, or ask us to clarify.”
Be Appreciative
Typically, network problems that affect multiple folks will take priority over a problem that affects only you.
While you might be frustrated over having to wait for your problem to be addressed, Penelope Trunk, author of Brazen Careerist: The New Rules for Success, advises minding your manners. “Most people think it’s their right to have the IT person fix things, so they are not grateful,” she says. “But in fact, someone is helping you, and they deserve thanks. So be thankful, even if you had to wait a long time.”
Remember, although it may not seem like it, the tech support pro is there to try to solve your technology crisis. Better communication will allow your IT expert to get the job done faster, so you can get back to work sooner.
