How do you troubleshoot and resolve issues remotely?

Explain your troubleshooting methods and potential cause (you don’t have to go into detail) to the user it gives them an understanding and sometimes an assurance that they are not the cause of the issue.

Do not be afraid to change up the form of communication! if after 10 emails back and forward, the end user still isn't getting it, pickup the phone or start a video call, this will also redirect there attention to the issue at hand; IM and Email allow users to multi-task and important details can be missed when they are trying to do more with less

Para solucionar e resolver problemas remotamente, eu: Estabele?o comunica??o: Inicio uma conversa clara com o cliente para entender o problema. Uso software de acesso remoto: Utilizo ferramentas que permitem visualizar e interagir com o dispositivo do usuário. Sigo o processo de solu??o de problemas: Aplico métodos sistemáticos para identificar e resolver a quest?o. Escalo se necessário: Se o problema for complexo, encaminho para um especialista. Confirmo a resolu??o: Verifico se o problema foi resolvido e fecho a sess?o adequadamente. Essas etapas garantem um atendimento eficiente e eficaz, mesmo à distancia.

When I remotely access a user's device, I always request permission from the user. I also ask them to close any windows that are showing something that I shouldn't see.

As others have said Always ask for permission before remotely accessing a users device. If the application you use allows for the ability to remove wallpapers, I highly recommend turning on this feature. In my experience, I've worked with companies that do not enforce wallpaper policies, and I've seen numerous instances where wallpapers are borderline inappropriate or against company policy. These situations can be uncomfortable, particularly when users are seeking help and you have to inform them of potential disciplinary actions due to their wallpaper. By removing this potential issue altogether, you can create a more professional and comfortable work environment for everyone.

Other good remote software is ultra view The benefits are: SAFE REMOTE CONTROL UltraViewer is designed to support customer, partner remotely. Your clients can observe all you do on their screen and take control whenever they want. CHAT WINDOW Conveniently chat with your partner while controlling their machine. You can toggle chat on/off when controlling by press default hotkey F1 or any hotkey you set. SHARE FILES You can send and receive files to/ from your partner easily from the chat window. All under the safe control of your partner MULTI-COMPUTER You can control multiple computers simultaneously or share your screen with multiple computers.

if the troubleshooting process requires a reboot of the device always triple confirm with the user that they do not have any open documents that require saving, return control to them and have them reboot the machine for you, this simple request can save you from the dreadful "I've lost data" call that could follow

After an escalated ticket has been resolved, take a moment to message your point of escalation and ask for feedback. Not only will you gain insight into how the issue was resolved, but you may also pick up a few tips and tricks that can improve your first call resolution (FCR) rate going forward. Also, it's important not to take things too personally. I've had instances where the solution was as simple as rebooting the device, even though I had already done so twice during the troubleshooting process. In cases like these, a third reboot may be all that's needed and the Tier 2 team will inform you that they "just rebooted the device." At times like these, it's important to laugh it off and not take it to heart.

When escalating a ticket, ensure you have performed your due diligence and documented your research in the ticket. Escalating a ticket without any notes will result in spending more time on resolving the ticket. Even if the issue is with a remote user, you should document what you have done to troubleshoot the issue, and when your resources are exhausted, you will then escalate if needed.

I can not stress this enough - Clear documentation on your resolutions is an absolute requirement in this role. I have lost count of how many times a user calls back with a reoccurring issue, or "my co-worker called about this last week" and you find the ticket with a resolution code of "Fixed" or "Dealt with" having a complete detailed resolution (or notes) with the work done will assist not only your co-workers that have similar issues but it may help jog your memory if the user ever calls back with the same issue.

Document, Upload in Knowledge Base and Share! How to achive a good resolution notes: 1. Determine the Issue 2. Write down the Diagnosis 3. List down the Action Taken 4. What are the Tools Use 5. Take Screenshots 6. Resolution Status 7. Follow Up Required? 8. Share This is an must for all the IT tickets that you will handle and this help the next team member thay may encounter any issue.

Collaboration is key. Ask a coworker or reach out to an online group for assistance. Google is great, but experience is better.