Hi,

Fixing problems may sometimes be a hard task, even harder if you can't figure out exactly what the problem is.

Talking to fellows working at a client's IT help desk, we agreed that it could be a good idea to have some kind of "instruction" to give their users (of computers and computer systems - I mean users that make hardware help calls and software help calls), in order to help them in reporting problems.

This instruction should be a way to guide users in describing correctly the problem they are experiencing, contextualizing the occurrence of the problem etc. Doing so we hope to have improved eficiency in solving problems, and user satisfaction.

Any sugestions?

Thanks,

Fernando