Computer won’t start? Network and Internet Slow and Congested? Devices not cooperating or behaving the way they should? Something that can start as a minor irritation in the morning can turn into a cracked device by the end of the day due to frusturation.
With the vast majority of technological issues there simply is no “cookie cutter” fix. Fortunately, I’ve encountered more than enough of these issues throughout my tech career, so I generally know how to fix them so they don’t recur.
The above listed service offerings can each fall into one of the following “buckets” listed below. For example I may troubleshoot a software installation via remote session (Remote Tech Support) or at the client’s request I may troubleshoot this same piece of software in the client’s home (In Home Tech Support).
Tech problems can show up at any time in any number of ways. Trying to get a report written and printed? All of a sudden, Microsoft Word doesn’t work. Trying to get some quick information on a house you want to look at? Not so fast – the Internet is down.
In the corporate world, technical workers are measured by their “Mean Time to Resolution” (MTTR) and “First Call Resolution” (FCR). I have carried these invaluable metrics with me into private consulting. This means that I reach out as soon as I can, I propose a meeting time (either in person or virtual) as soon as possible, and when we get together, you can count on the fact that I’ve studied the issue and I’m ready to tackle it.
If you’ve never tried remote support before you’re denying yourself a real opportunity to have your tech issue fixed much sooner than an in-person visit. The process is simple. Using collaboration software we both have on our machines a “support window” is open in which I can see your screen and “drive” the support session as though I was with you in your home. Once we are in agreement that the issue is resolved the support window is severed as a means of security.