Comments on: It’s all about methodology http://itknowledgeexchange.techtarget.com/it-support/it%e2%80%99s-all-about-methodology/ Sat, 28 Nov 2009 00:06:21 +0000 http://wordpress.org/?v=2.6.2 By: Suzmonster http://itknowledgeexchange.techtarget.com/it-support/it%e2%80%99s-all-about-methodology/#comment-11 Suzmonster Wed, 23 Jul 2008 15:05:27 +0000 http://itknowledgeexchange.techtarget.com/it-support/it%e2%80%99s-all-about-methodology/#comment-11 [B]Right on![/B] Problem solving is the exact skill set our 'book-learned' brothers and sisters in IT need to brush up on. It's okay to earn certification after certification, but without solid problem solving skills you will falter. When I worked support I kept plenty of scrap paper on hand and wrote notes as I talked with the customer. Often a map of the problem unfolded in front of me as I took notes. Taking notes can also help you listen better by focusing on what the customer is saying rather than thinking about potential solutions. I try to approach each problem with a blank slate that I fill with information from the customer. Only after I have a good picture of the incident do I tap my own knowledge and resources to solve the problem. It took practice to better my support skills but the rewards of job satisfaction from making customers happy were well worth it! Alessandro, keep sharing these great tips. I look forward to more soon! Right on! Problem solving is the exact skill set our ‘book-learned’ brothers and sisters in IT need to brush up on. It’s okay to earn certification after certification, but without solid problem solving skills you will falter.

When I worked support I kept plenty of scrap paper on hand and wrote notes as I talked with the customer. Often a map of the problem unfolded in front of me as I took notes. Taking notes can also help you listen better by focusing on what the customer is saying rather than thinking about potential solutions.

I try to approach each problem with a blank slate that I fill with information from the customer. Only after I have a good picture of the incident do I tap my own knowledge and resources to solve the problem. It took practice to better my support skills but the rewards of job satisfaction from making customers happy were well worth it!

Alessandro, keep sharing these great tips. I look forward to more soon!

]]> By: Suzmonster http://itknowledgeexchange.techtarget.com/it-support/it%e2%80%99s-all-about-methodology/#comment-10 Suzmonster Wed, 23 Jul 2008 15:05:15 +0000 http://itknowledgeexchange.techtarget.com/it-support/it%e2%80%99s-all-about-methodology/#comment-10 [B]Right on![/B] Problem solving is the exact skill set our 'book-learned' brothers and sisters in IT need to brush up on. It's okay to earn certification after certification, but without solid problem solving skills you will falter. When I worked support I kept plenty of scrap paper on hand and wrote notes as I talked with the customer. Often a map of the problem unfolded in front of me as I took notes. Taking notes can also help you listen better by focusing on what the customer is saying rather than thinking about potential solutions. I try to approach each problem with a blank slate that I fill with information from the customer. Only after I have a good picture of the incident do I tap my own knowledge and resources to solve the problem. It took practice to better my support skills but the rewards of job satisfaction from making customers happy were well worth it! Alessandro, keep sharing these great tips. I look forward to more soon! Right on! Problem solving is the exact skill set our ‘book-learned’ brothers and sisters in IT need to brush up on. It’s okay to earn certification after certification, but without solid problem solving skills you will falter.

When I worked support I kept plenty of scrap paper on hand and wrote notes as I talked with the customer. Often a map of the problem unfolded in front of me as I took notes. Taking notes can also help you listen better by focusing on what the customer is saying rather than thinking about potential solutions.

I try to approach each problem with a blank slate that I fill with information from the customer. Only after I have a good picture of the incident do I tap my own knowledge and resources to solve the problem. It took practice to better my support skills but the rewards of job satisfaction from making customers happy were well worth it!

Alessandro, keep sharing these great tips. I look forward to more soon!

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