Determine if anything has changed.ExplanationAfter identifying the problem, determine if anything has changed. For example, question the user and identify user changes to computer. From there, you establish a theory of probably cause, and continue through the troubleshooting process. Before you can establish a probable cause, do additional work to see what might have changed. After selecting a probable cause, determine if escalation is required, then create an action plan and implement the solution.

Create an action plan.ExplanationAt this point, you should create an action plan and account for side effects of the proposed plan. Identifying the effects ahead of time helps you put measures into place to eliminate or reduce any potential negative consequences. Escalation is not necessary because you are already in charge of managing and maintaining the desktop computers. Fix the problem only after creating the action plan and identifying possible effects. Document the problem and the solution after the problem has been fixed and the solution has been verified.

Check the manufacturer's website for information about the error.ExplanationFor information about a specific error, check the manufacturer's website. Taking any other action might fix the problem, but would most likely just waste time. In most cases, device-specific problems can be corrected with a new driver or other software update.

Save you time and money in troubleshooting problems.ExplanationBy keeping adequate documentation, you can reduce the time and money spent troubleshooting. While documentation can help reduce troubleshooting, it can never completely eliminate it. Documentation helps you know when regular maintenance of hardware is required, but does not eliminate maintenance.

Identify the problem.ExplanationCurrently you have no idea what problem the user is having. The first step would be to identify the problem. You would ask questions to identify what the problem and its symptoms are. You would find out what has changed only after you know a bit more about the problem. Before taking any actions, back up the system to protect user data. Establishing a theory and a plan of action occurs only after you know what the problem is.

Have you ever printed to that printer?ExplanationWhen a customer reports a problem, it is important to ascertain the extent of the problem. The fact that the user cannot print to a particular printer should first be approached from the standpoint of determining if they ever could and, if so, what has changed since then. Checking cables and restarting the printer are all actions that could be taken to resolve the issue. However, you should first identify the extent of the problem before attempting solutions.

Educate the user as to how the problem was resolved and verify that they are satisfied with the results.ExplanationAfter resolving any incident, you should spend a few minutes with the user, client, or customer and explain how the problem was resolved and verify that they satisfied with the results.

Determine if escalation is needed.ExplanationAfter you identify the most probable cause, escalate the problem if it s beyond your ability to fix or your scope of management. For example, the problem might be in the network server configuration that you are not authorized to correct. When forwarding the problem onto someone else, be sure to describe the nature of the problem, the actions you have already taken, and the symptoms that lead you to believe the problem is outside of your area of responsibility. If you have decided that escalation is not necessary, create an action plan that includes the fix and identifying possible effects of implementing the fix. After the solution has been implemented, verify that it works and that there were no unforeseen consequences. Finally, document the problem and the solution.