Help Desk Tips & Tricks

Tip 1: “What is your ID number?” Numbers are better than names. 

Always get the user’s ID number!

Tip 2: Type while the user talks. Type the information into a notepad or word

document as it’s being relayed to you.

Tip 3: Remote into the user’s laptop/computer. If you can’t solve it instantly, remote

in so you can see the issue. If you’re remoted in and still can’t solve it, see tip 4.

Tip 4: If you must delegate the issue to someone else, get as much information as

possible. Take screenshots with the snipping tool if you can.

Information to retrieve:

  • The user’s ID Number
  • The software or program where the issue is occurring
  • Screenshots of any error messages that appear
  • The user’s location (building, office, vehicle number)


Tip 5: Utilize Fresh Service. Search for tickets or articles that may relate to 

or solve the issue. 

Tip 6: Troubleshoot first. Then ask for help. Take it as an opportunity to learn from who

helps you. You won’t be able to solve every problem. But without troubleshooting, you will solve nothing.

Tip 7: If a caller asks to speak to a specific person in IT: 

Ask them, “Are they expecting your call?”

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Tip 8: If you don’t see a device active on Bomgar:

  • Have the user go to support.lcso.org & click your name (if they can’t, they are not connected to the internet/service.)
  • Click Jump To... in Bomgar, enter the computer name, and click Jump
  • Go to SCCM and look for the device there. If it shows offline, then the device is not connected to the internet/service.
  • If the user is mobile, ask if they can travel to an LCSO office and directly plug it into the network via an ethernet cable.

Tip 9: If someone comes to the window while you’re on the phone, verbally announce to

the office for assistance.

Tip 10: Announce where you’re going if you leave (lunch, bathroom, etc.) 

 

#1 Rule of Help Desk – Remain on Help Desk

If you are on the help desk, you should only be leaving for bathroom breaks, lunch breaks, and emergencies. If a user has an issue that you can’t fix remotely, ask another specialist to visit the user. 

 

#2 Rule of Help Desk – Escalate Calls from Higher-Ups

When a Captain, Major, the Chief, the Sheriff, or any of their Directors is on the phone, try to assist them as quickly as possible and keep hold times to a minimum.

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