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Share the knowledge

Teach teleworkers these tips to optimize the remote support experience.

Know what you've got. Tech support will need to know the type of PC on which you work, the operating system, application versions, how much RAM, what peripherals you have running, etc. Get a spiral notebook, write these down, and keep them handy.

Reproduce the error. Reboot the PC and try to re-create the problem. If it happens again, write down the error message - and the steps you took that caused the problem. If the error doesn't freeze the computer, hit the "Print Screen" button, open a blank document in Word and Paste (Edit, Paste) the picture into the document. This will help you explain the problem to tech support.

Take notes. Before calling, put on your headset (this will free up your hands to take notes and execute commands). Then, in your spiral notebook, write down the date, start time and duration of your call. Noting the start time will help alleviate any aggravation you may otherwise feel from believing you've been on hold forever. Also, get the tech support staffer's name and write down what he or she tells you to do - and the result.

Get help. If someone in the office can help solve the problem faster, conference them into the call. If the help desk staffer is a rookie - or "Tier 1" support - and isn't getting anywhere, politely ask that the call be escalated to a more experienced support representative or engineer.

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