What strategies can you use to build a knowledge base of common computer problems and solutions?

To build a knowledge base, there is need to critically identify the major problems encounter by systems. 1 There is a problem of Power. Systems run on power and the power have to be stable for proper running of the system. In Africa where I work, there is high instability of power and this pose alot of damages to the computer systems. 2 Hard Disk crashing. Systems run on Hard Disk, everything that runs in the system is based on the Hard disk storage. This hard disk get damaged along the line and the system stopped working. 3 RAM. System requires Random Access Memory for its activities. How responsive a system is depends majorly on the size of the RAM. These RAMs also get damage after a while. 4 Heat. Systems generate alot of heat

When identifying the most frequent and critical problems, it is necessary to have fluid communication with the end user to then understand the causes, reasons and circumstances in which the technical problems arise and thus be able to classify them into hardware technical problems, software technical problems and problems. Inappropriate or incorrect use techniques. It helps us build a Knowledge Database that is technically adequate and functional to the real situations that arise in IT Technical Support.

It's good to have a centralised KB storage location, especially with onboarding new staff. However, such elements serve no long-term purpose if they are not consistently managed, ratified and updated appropriately. That said, individuals need to be tasked with the responsibility of the latest/current and relevant updates, and not treat the process in a scatter-gun/ad hoc approach. This is where continuous improvement comes into play.

One of the keys is to have an open and intuitive channel of contributing knowledge. Tribal, or implicit, knowledge is what is used to solve most issues, and anything that contributes to turn this knowledge into easily accessible content must be considered. A proper system of contribution, vetting, writing and publishing is vital to the building and maintenance of a knowledge base. Software that integrates searchable knowledge with a ticketing system is also essential, as is having technical writing resources - with technical support experience and interaction - that can own and manage the knowledge base.

Initiating the creation of a knowledge base begins with identifying the most frequent and critical problems in computer repair work. These issues often result in downtime, frustration, and potential damage to customer relationships and reputation. Utilize sources like customer feedback, service tickets, error logs, and online forums to pinpoint these problems. Once identified, prioritize and systematically document solutions to build a comprehensive knowledge base that addresses common and urgent issues. This strategic approach ensures effective problem resolution and enhances your capacity to deliver reliable computer repair services.

Documentation should be centralized to facilitate seamless sharing, and platforms like SharePoint serve as excellent examples of achieving this goal. The registered document library within SharePoint, in particular, proves to be an effective tool for creating and managing knowledge bases. This centralized approach ensures that documents are not only easily accessible but also protected, with the added benefit of being flagged for regular reviews. This system enhances collaboration and efficiency in maintaining up-to-date and relevant information.

If it were up to me I would decree some things needed to create and maintain KB's. 1) Someone should be chosen as Information Officer who is responsible to oversee instructions for all issues. That person should delegate to their respective experts the task of writing their instructions and testing them. 2) At least annually instructions need to be reviewed/retested by the experts to confirm those instructions still work. Systems change, patches make things work differently. 3) KB's need to be written so that anyone (even someone new can follow them from beginning to end. Steps cannot be vague or missing or expecting reader's intuition, they need to be understood by everyone.

Prepare the detailed step-by-step solutions document along with possible screenshots with a bookmark for easy reference. Use the easy keywords so that anyone who refers to it should understand the solution. Store the document at a centralized location like - Sharepoint, Confluence, or Shared folder or whichever is applicable in your case. Review and update the documents if new changes or required updates need to be added and release a new version document.

Documentation should be stored in central locations to make for easy sharing. SharePoint is a good example of this and the registered document library is great for knowledge bases. This way they can be protected and marked for review on a regular basis.

To have standard operating procedure for all solutions in IT field it a must. You can have this solution as hardcopies as a backup if cloud storages like sharepoints or google docs have technical problems

Keywords and correct spelling can save a specialist a lot of time. Being sure to properly spell and use the most common terms related to the fix are key to having useful information. Using a proper numbered or bulleted format ensures that the documentation is fool proof as well.

Start arranging with your bed first then it goes all the way up to organising the solutions while finding the best ones applicable.

The third step is all about making it simple to find and use solutions. Imagine sorting them like you organize your music into playlists—use categories, tags, and keywords to group solutions by device type, software, or any other relevant criteria. Create links or cross-references to connect related solutions and add extra details. It's like having a well-organized library where you can easily grab the book you need. Also, keep these solutions in a secure place that you can access from anywhere, just like your favorite songs on a streaming service, making it hassle-free to get what you need, when you need it.

By creating technically supported and adequate digital documentation where the technical problems and the most appropriate technical solutions are captured or entered, a database of real knowledge about the technical problems, the resources used and appropriate tools for solving these problems can be generated. , with which the search for solutions by other IT Support specialists in this area can be shared and diversify this knowledge, creating real and reliable technical support knowledge on technical problems that can be corrected with technically tested and reliable solution alternatives designed and tested by real field experience.

é sempre legal nomear as solu??es de forma simples e clara, para que fique fácil de pesquisar e que fique acessível, para isso, eu costumo usar a rede e colocar na rede uma pasta específica para isso. Além da rede, gosto tbm de usar o onedrive para realizar o compartilhamento e até mesmo o backup.

Keeping technical knowledge-base documents and guides updated can be a time consuming job in itself. Updating these when a procedure changes is essential and technology is always changing, so how do you make sure your knowledge-base is kept up to date? Create mini guides that are quick insights into a specific tasks and easier to digest. Need to perform a specific function in exchange? You might not need to understand the whole infrastructure around exchange, the hybrid onprem setup etc but just need to create a mailbox. Keeping relevant sections in bitesize chunks will help keep the knowledge-base less bloated and actually used rather than avoided. Technical guides can then point at and refer to these mini guides rather than repeat info.

One constant in computer work is change. you have to go back and update the knowledge base to have good reliable information. Just like policies this information needs to be updated periodically.

Some problems have different ways to solve, so when same problem occurs, it will be a good idea to go back to your files and your stored file on cloud to update/add that new step of a solution

Codes update with new issues and new solutions. ICD 10, job codes and so on for medical. Ensure the new updates still offer reference to old solutions in the database. Issue: 100.1 - No BIOS POST... 100.2 - BIOS POST Failure... 100.3 - new issue in 2024 BIOS POST shows success, restarts POST as failure and cycles. We had a major issue in a school deployment. Vendor refused to acknowledge DOA and manufacturing flaw until their image was loaded. Showed as GPU error across 909 computers, actuality was a sporadic BIOS hardware issue patched with a custom BIOS update in software. Visual issues: 98.5 - BIOS causes catstrophic failure in GPU leaving screen solid, random color, while power unavailable to CPU and other elements of the hardware.

With the advancement of hardware and software information technologies, it is important to update technical solutions to technical problems regularly and review the comments of other IT Technical Support specialists on common or frequent topics in this area that can also be solved in other ways or different or updated technical support techniques achieving an effective solution result.

Documenting solutions in a clear and consistent format is good. Organizing the solutions in a searchable and accessible way twice as good, but don't forget to leave some place for well... other. Call it "Tips&Tricks" or "/VAR" and make centralized store for the quick notes of the whole support team. Short notes, useful cmd/powershell lines, weird findings you have no idea how to categorize. Who said "garbage heap"? Indeed it is, but from time to time there are pearls in those heaps. Also a fine onboarding trick is to let a newjoiner to rummage through such a heap, asking questions, removing obsolete info, highlighting actual facts probably turning some pearls into a full sized knowledge base article.

Follow a framework like KCS that adheres to all these guidelines. Find something that works well for your organization and that your technical staff will follow. Make sure the framework includes some methods for measurement, holding both the organization and the individuals accountable. Adjust your hiring processes to include your knowledge capture requirements.

Appropriate technical language must be used clearly and effectively, proposing solutions in a specific and concise manner, explaining the technical problem, presenting the possible solutions, the tools and means to achieve the objective of finding the desired solution to a specific technical problem.

Proper framework is essential, it is very important to use the best possible tools known within the industry these tools have to be also scalable and versatile for future purposes.

Identify the common problems. Once solutions are identified. Document properly the basic steps involved in solving. Your solution must be in a more organized and easy searchable wa. Finally keep updating the problem document guide once a new solution is formulated or identified.