What To Do First: Solving Your Tech Problems

Five Nines Team : Jun 14, 2017 10:39:09 AM

1 min read

IT Services Strategic Planning IT Tips & Tricks

What To Do First: Solving Your Tech Problems

TL;DR

Route tech issues to the right people at the right priority level so the most urgent problems get solved fastest.
Pause before acting on the first apparent fix and consider multiple solutions to avoid wasted time.
Commit to ongoing learning so you can solve new technology problems faster and more effectively over time.

The process of solving a problem can often be strenuous, stressful, but it is one of the major components of the Information Technology industry.

Here are a few steps we feel are most important when solving tech problems.

STEP ONE: Allocating the Job to the Right People

IT engineers each have their own set of skills. IT is filled with different tiers and levels of expertise, therefore it is important to designate a problem to the right group of people at the right time. Not sure who or what level your problem should be designated to? Here are a few things to keep in mind:

LOW PRIORITY: Need a password reset? Have a question about the software you are using? Need help setting up a new account? You're in the right place.

NORMAL PRIORITY: Do you see a concerning pop-up notification? Are you running into consistent issues with your software? Need help updating your software/hardware? If your is productivity affected, but not at a complete standstill, you may find yourself here.

HIGH PRIORITY: Are you locked out of staff accounts? Can you access your organization's server? If you are unable to do your job due to technological issues, your IT should be considered a high-priority ticket.

CRITICAL: Is your network server down? Are your applications unresponsive? Is a portion of your connectivity lost? Critical tickets typically impact more than one user, if your whole team is experiencing technical issues, you are on a critical ticket level.

STEP TWO: Do a Double Take

While the first solution at hand may seem irresistible to follow, do a double-take. Jumping to the first solution and sticking with it could end up wasting more time. Critically consider about all potential solutions in the beginning problem-solving stages to save time and resources.

STEP THREE: Always Pursue Growth

Technology never stops evolving, there are always new problems and even newer solutions. Always chasing the ability to learn new things in the industry will not only increase skill set and understanding but the turn-around time on a problem as well.

Whether you are a technological guru or an IT beginner in need of assistance, these steps should help guide you in the right direction when facing a problem. The truth is, technology will always come with potential error messages or connectivity issues. Rather than letting those problems define your day, provide yourself with the tools necessary to succeed and enhance your day-to-day technology.

Frequently asked questions

How do I know what priority my IT issue should be?

Use impact as your guide. If it is a simple request like a password reset or a “how do I” question, it is low priority. If your work is slowed but not stopped, it is normal priority. If you cannot do your job, it is high priority, and if many users or core systems are down, it is critical.

Why does assigning tickets to the right people matter so much?

Different engineers specialize in different tools and problem types. When issues are routed to the right skill level and role, they are resolved faster and with fewer back-and-forth handoffs.

What does “do a double take” mean in troubleshooting?

It means resisting the urge to jump at the first idea that comes to mind. Instead, you pause, consider alternative causes and fixes, and choose the approach that is most likely to solve the root problem.

4. Why is ongoing learning important in IT problem-solving?

Because technology changes constantly. Staying curious and learning new tools, patterns, and best practices makes you more effective and reduces the time it takes to resolve unfamiliar issues.

Can non-technical staff use these steps too?

Yes. Even if you are not in IT, you can still describe impact clearly for proper prioritization, avoid quick assumptions about the cause, and learn from each issue so you handle future problems more confidently.