IT and Business Insights for SMB Solution Providers

Basic Troubleshooting Questions a Non-Technical Resource Can Ask Prior to Assigning a Ticket to a Technician or Engineer

  1. Gather Symptom Data

    • Please describe the problem you’re having exactly?
    • When did the problem begin?
    • Has the problem occurred before?
    • What software was running and what were you doing when the problem occurred?
    • Does the problem occur in any other application?
    • How long had the system been running when the problem occurred?
  2. Identify Possible Problem Causes
    • Verify the system hardware (PC/Laptop/Tablet/Smartphone make/model, etc.)
    • Verify the OS (Windows, IOS, Blackberry, Android, Linux, etc.)
    • Has any new software or hardware been added?
    • If so, was the system working before it was added?
    • Have you tried to remove it?
    • Are you directly attached to a network or using WiFi or a HotSpot)?
    • What kind of network are you attached to? (Office, Home, Hotel, HotSpot, etc.)?
    • Does the problem occur if you disconnect from the network?
    • Has the system been moved or dropped recently?
    • What has changed in the environment (new equipment, construction, liquid spills, etc.)?
  3. Identify Possible Solutions
    • What have you done to correct the problem? (Reload, Reboot, etc.)?
    • Have you removed all external devices from the system and rebooted (USB sticks/drives/devices, memory cards, printers, additional monitors, mp3 players, etc.)?
    • Have you checked for malware on the system? (Anti-virus software, presence of pop-ups, etc.)?
    • Have you checked our Website for troubleshooting steps?
  4. Document all answers in ticket and assign to a technical resource

The post Basic Troubleshooting Questions a Non-Technical Resource Can Ask Prior to Assigning a Ticket to a Technician or Engineer appeared first on SPC Managed Services Blog for MSPs.

About the Author

Erick Simpson's picture

A Technology Businesses and Channel Growth and Transformation Consultant | Business Process Improvement, M&A and Integration Expert

Co-Founder of one of the first "Pure Play" MSPs in the industry, and creator of the MSP Mastered™ Methodology for Managed Services business performance improvement and the Vendor Channel Maturity Level Index™ that identifies IT channel program maturation for strategic growth, Erick Simpson is a strategic technology business growth and transformation specialist. He is experienced in improving top and bottom-line business performance by increasing operational efficiencies, boosting marketing and lead generation outcomes, accelerating sales velocity, shortening sales cycles and maximizing service efficiencies.

With over 30 years of experience in the IT industry as an Enterprise CIO, MSP, Strategic Coach and Consultant, Erick is a Business Process Improvement Expert with hundreds of successful IT Solution Provider, MSP, Cloud and Security practice business improvement consulting engagement outcomes.

One of the most prolific, recognized and sought-after  business improvement and transformation experts, authors and speakers in the industry, Erick has contributed to numerous industry publications and spoken at hundreds of events.

His published works include "The Guide to a Successful Managed Services Practice"; the definitive book on Managed Services, “The Best I.T. Sales & Marketing BOOK EVER!”, “The Best I.T. Service Delivery BOOK EVER!” and “The Best NOC and Service Desk Operations BOOK EVER!”, along with 50 Best Practice Guides.

Consulting Services for MSPs and Channel Vendors:



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