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What are some best practices when providing remote IT support?

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Last Modified: 2020-04-10
What are some best practices when providing remote IT support?
What are some things and IT technician should do when providing remote support?
What should an IT technician consider when providing remote support?
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Business Analyst
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Dr. KlahnPrincipal Software Engineer
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The very best practice is to not do remote support.  Nothing is as satisfactory as seeing the issue in person.  Have the client bring the system in or go there and see it in person.

In the process of personal, I-see-you-and-you-see-me troubleshooting they will often let useful information slip such as:

"It worked OK until my grandson used it yesterday."

"Does it matter that the router has a blinking trouble light?"

"Microsoft called into it yesterday and fixed a virus."

And seeing the environment with your own eyes is often useful:

"Oh, I see you have the computer located right next to the microwave oven."

"Oh, I see the fans are jammed with cat hair."

"Oh, I see this mouse doesn't work right."

"Oh, I see the computer is plugged into the same outlet as the refrigerator."
John TsioumprisSoftware & Systems Engineer
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M

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Commented:
garlin007,

The URL below is great, I have to finish reading it after my nap.

https://blog.techinline.com/2017/03/22/7-ways-to-improve-the-remote-support-you-provide/
M

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Thank you all for your time.
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