Computer Troubleshooting: What to Do When a Computer Won't Boot Up

Troubleshooting Steps for a Non-Booting Computer

Prev Question Next Question

Question

Joe, a customer, has informed a Tier 2 help desk technician that a computer will not boot up.

After about ten minutes of troubleshooting, Joe is increasingly concerned and claims that the technician is wasting his time because he has already tried everything that has been suggested.

Which of the following should the technician do?

Answers

A. Since Joe is concerned about time, suggest calling back later when Joe has more time to troubleshoot

B. Record the call and send it to the local intranet for future technicians to learn how to deal with calls like this one

C. Ask more open-ended questions to see if the issue can be narrowed down in order to properly identify the issue and save time

D. Inform the customer that there is a troubleshooting script that must be followed to get the issue resolved.

Show Answer

Explanations

Click on the arrows to vote for the correct answer

A. B. C. D.

In this scenario, the Tier 2 help desk technician should choose option C, which is to ask more open-ended questions to identify the problem.

Option A is not helpful as it is unlikely that the customer will have more time later to troubleshoot the issue. This option does not address the problem and may even cause frustration for the customer.

Option B is not recommended as it is not a helpful solution to the problem. It does not provide any immediate assistance to the customer, and recording the call without consent is not ethical.

Option D is also not recommended as it is not a productive approach to resolving the issue. A scripted approach may not be applicable to every situation, and customers may become frustrated with a rigid troubleshooting approach.

Therefore, the technician should use open-ended questions to try to gather more information about the problem. Open-ended questions allow the customer to provide more detailed information about the issue they are experiencing, which can help narrow down the problem and save time. Examples of open-ended questions could include:

Can you describe what happens when you try to turn on the computer?
When did this issue first occur?
Have you noticed any error messages or unusual behavior before the computer stopped working?
Are there any recent changes or updates that may have caused the issue?

By asking these types of questions, the technician can gather more information and work towards a resolution for the problem. Additionally, this approach shows the customer that the technician is actively trying to help and may help to ease their frustration.

Prev Question Next Question