Bruinator Posted October 9, 2021 Share Posted October 9, 2021 For those who work as a help desk position, I am wondering what types of problems occur that you deal with on a regular basis? What are the most common, very rarely occur and other issues as well. I might be dealing with these issues on a regular basis so I can prepare myself now before I will actually be doing it. Examples from you guys would be most helpful for me. If you want to help me by telling me the resolution that would be helpful too. TIA Link to comment Share on other sites More sharing options...
Bruinator Posted October 12, 2021 Author Share Posted October 12, 2021 Am I missing any? Please add or delete to my list. Help Desk Issues 1. Login issues: Why cant I login. A. Too many login attempts? B. Typing credentials wrong? C. Using uppercase? D. Changed your password? To reset your password go to Settings> Accounts>Signin options>Password and select Change. 2. BSOD Issues: This is caused when there is new Hardware or Driver not working correctly A. Look up the error message on Google. B. Ask the user what they just did. C. Check RAM, CPU, HD for issues. D. Clock settings E. Check for updated drivers. 3. Deleted / Restored Files Issues: A. Check the Recycle Bin. B. Check One Drive or Drop Box if you use them. C. Backup software. D. System Restore Point. E. Recovery Software 4. Computer running slow. A. Running too many programs. B. System scans or Updates running. C. Virus or Malware issues D. Not enough RAM E. Not enough hard drive space. F. Defrag computer. G. Too many processes at startup 5. USB not recognized: A. Try another port. B. Any other devices recognized in that port. C. Does it work on another machine. D. Does it have the correct drivers. 6. Printer issues. A. Is it out of paper or ink. B. Is it jammed. C. Are you mapped to the printer itself D. If it refuses to print: is it connected by a cable. E. Bad wireless connection. F. If connected by Bluetooth or WIFI, is it paired. 7. Internet is slow: A. If wireless, too many people on or too far away from router B. Spyware or Virus issues. C. Reboot PC or Router if at home. D. Use an Ethernet cable. 8. Network issues A. Network upgrades B. Too far away if wireless. C. Building materials causing issue. 9. Password issues A. Did you change it or has it expired B. Typing it wrong or caps lock on C. Use Lastpass software to remember for you 10. Computer turning off by itself. A. Too much dust inside computer B. Overheating C. Virus or Malware issues D. Bad PSU or CPU Resolution: Test PSU or replace it, check CPU and/or replace thermal paste. 11. Software issues A. Re-install it. B. Admin blocking it from being installed. C. Firewall blocking it. 12. Virus or Malware issues A. Run scans for it. When done delete and/or quarantine the virus B. Disconnect from the internet C. Run PC in safe mode. D. Delete Temp files. E. Change all passwords F. Update your software, browser and operating system 13. Monitor not working A. Is it on B. Loose cables C. Wrong video settings. 14. Cant send or receive emails A. Too many emails B. Delete cache from browser C. Wrong settings of IMAP / POP or SMTP settings D. Wrong port 15. Adding a user Go to Control Panel >User accounts >Manage another account >Add new user in PC settings >add someone else to this computer >select: I don’t have this persons sign-in information >add user without MS account > enter in credentials 16. Adding a printer Go to Settings >devices >printers >add printer 17. Reset a password Go to Settings >accounts >sign-in options >password >select change 18. Reset default applications Go to Settings >Apps >Default apps Link to comment Share on other sites More sharing options...
Bruinator Posted October 13, 2021 Author Share Posted October 13, 2021 Thanks guys for all your help with this. spikey_richie 1 Share Link to comment Share on other sites More sharing options...
spikey_richie Posted October 13, 2021 Share Posted October 13, 2021 Depends what the help desk is supporting. Bruinator 1 Share Link to comment Share on other sites More sharing options...
Bruinator Posted October 13, 2021 Author Share Posted October 13, 2021 On 13/10/2021 at 10:29, spikey_richie said: Depends what the help desk is supporting. TYVM for responding. Level 1 support things in general. Whatever you guys can think of is appreciated. :) Link to comment Share on other sites More sharing options...
spikey_richie Posted October 13, 2021 Share Posted October 13, 2021 Your list looks pretty comprehensive for a 1st line, and some of those things are 2nd/3rd line like re-pasting a CPU or testing a PSU. I might add some stuff around the basics on Office applications such as not able to save a file (write permissions), can't find a file (basic search using cmd, it's stored on an external device/cloud), unable to print (wrong paper size, print queue is broken). Maybe add some stuff around BitLocker/encryption. Why not use that as a basis, and then add to it over time when you get issues come in that you'd not considered? Also, this site is great for help troubleshooting issues https://superuser.com/questions, this is my profile https://superuser.com/users/603073/spikey-richie Bruinator 1 Share Link to comment Share on other sites More sharing options...
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