ReBoot – The Trouble is Between the Keyboard and Chair

I have been in information technology for more than 15 years now; to this day I am still amazed by some of the issues end users call helpdesk about. A CIO's Voice

Here are some real world examples:

1. User – “I cannot my desktop on my monitor. “ Helpdesk – “Have you pressed a key and moved your mouse? Maybe your PC is in hibernation.” User – “Yes but still nothing.” Helpdesk –“Is your monitor turned on?” User – “How do turn it on?” Helpdesk – “Push the power button on the lower right of the monitor.” User – “Ohh. I see a green light and now my desktop appears.”

2. User – “My phone is not ringing.” Helpdesk-“How do you know it is not ringing?” User – “I see it flash but no sound.” Helpdesk – “Is your ringer turned off.” User-“Yes”. Helpdesk –“That is the reason why you do not hear it ringing.”

3. User – “I don’t have internet access.” Helpdesk –“Can you give further details?” User – “When I go to Explorer and type Yahoo. It says page cannot be displayed.” Helpdesk – “Have you tried other sites?” User – “No.” Helpdesk – “Try typing yahoo.com.” User – “Amazing! Thanks for turning my internet back on.”

Just another day on the front lines of the technological jungle….

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