Help Desk Training Episode 2 - Ask End-Users the RIGHT Questions

Summary

In this video, Zach discusses the top three key questions helpdesk professionals should ask when troubleshooting technical issues. He emphasizes the importance of gathering information from users to help resolve issues or escalate them effectively. The questions include: 'What changed recently?' to identify the cause of the problem, 'What is your end goal?' to understand the user's objective, and 'When does the issue occur?' to pinpoint specific triggers. By asking the right questions, helpdesk support can streamline troubleshooting and provide valuable information to escalate cases when needed.

Takeaways

• 😀 You don’t need to know all the answers as a helpdesk technician, but you must know the right questions to ask.
• 😀 Asking the right questions can help you resolve the issue or gather enough information for further escalation.
• 😀 The first question to ask is: 'What changed recently?' to identify any changes that might have caused the issue.
• 😀 A key part of troubleshooting is understanding what, if anything, changed in the user's system, software, or workflow.
• 😀 The second question to ask is: 'What is your end goal?' to understand the user’s objective and tailor the solution accordingly.
• 😀 Knowing the user’s goal helps you suggest alternative methods or solutions that better align with their needs.
• 😀 The third important question is: 'When does this issue happen?' to pinpoint the specific time or scenario in which the problem occurs.
• 😀 Users often claim an issue happens 'all the time,' but pressing for specific timing and conditions helps identify patterns.
• 😀 Asking detailed questions allows you to escalate the issue efficiently if you’re unable to fix it yourself.
• 😀 Gathering complete information from the user means your coworkers can pick up the issue where you left off, saving time and effort.
• 😀 As a helpdesk technician, your primary role is to gather as much information as possible to support the troubleshooting process.

Q & A

Why is it important to ask the right questions in helpdesk support?

Asking the right questions helps gather critical information to diagnose and resolve issues more efficiently. It ensures that the helpdesk professional can either solve the problem directly or pass on accurate information to the next tier of support.

What is the first key question a helpdesk professional should ask a user?

The first question is 'What changed recently?' This helps identify any recent modifications, updates, or changes that might be causing the issue.

How can asking 'What changed recently?' assist in troubleshooting?

It allows the helpdesk professional to pinpoint potential causes for the issue, such as updates, software modifications, or changes in the user’s computer setup, which can lead to quicker resolution or escalate the issue properly.

Why should helpdesk professionals focus on understanding the user’s end goal?

Understanding the user’s end goal helps to provide context for the troubleshooting process, allowing the helpdesk professional to focus on finding a solution that aligns with the user’s needs and desired outcome.

What kind of follow-up questions might be asked after asking 'What are you trying to accomplish?'

The helpdesk professional might ask questions like 'Why can't you do it this way?' or 'What if you tried it another way?' These questions help explore different approaches to achieving the user's goal.

Why is it important to ask the user when the issue is happening?

Asking 'When is the issue happening?' helps to narrow down potential causes by identifying specific triggers or patterns, such as the time of day or specific actions that cause the issue to occur.

What challenge might arise when asking the question 'When is the issue happening?'

Users often respond that the issue happens 'all the time,' which can be vague. The helpdesk professional will need to rephrase the question to gather more specific information about when the issue actually occurs.

What should a helpdesk professional do if a user says the issue happens 'all the time'?

The helpdesk professional should ask more specific questions, like 'Can you tell me exactly when the issue happens?' or 'What steps are you taking when the problem occurs?' This helps gather more precise details.

Why is gathering detailed information from the user essential in helpdesk support?

Detailed information helps either solve the issue on the first call or provides the next tier of support with the necessary context to resolve the issue more efficiently, preventing time wasted on redundant troubleshooting steps.

How does asking the right questions benefit coworkers or other tiers of support?

By collecting thorough information and passing it along to the next tier, the helpdesk professional ensures that their coworkers don't have to redo initial troubleshooting steps, allowing them to focus on solving the issue more effectively.