A helpdesk technician takes a call, “Good morning, this is the helpdesk. My name is Greg. How may I help you today?” The frantic caller states, “My computer will not turn on and I have a presentation in 15 minutes.” The technician responds, “Now calm down and let us see what we can do.” The technician then proceeds to lead the caller through the process of checking power cables and power lights. Which troubleshooting step is being used at this point?
- Identify the problem.
- Establish a theory of probable cause.
- Establish a plan of action to resolve the problem.
- Verify full system functionality and, if applicable, implement preventive measures.
- Implement a solution.
By leading the caller through the a series of steps the technician is attempting to identify what the caller means by saying that “the computer will not turn on.” Once the problem is identified, then a probable cause can be established and a solution developed and implemented.