1. Chapter 6 Skills for Troubleshooting Computer Problems
A Guide to Computer User Support for Help Desk & Support Specialists Fourth Edition by Fred Beisse
Chapter 6
Skills for Troubleshooting Computer Problems
Created by L. Asma Rikli (adapted from A Guide to Computer User Support for Help Desk and Support Specialties by Fred Beisse)

2. Critical Question
“What program were you running when the sound stopped working?”
Created by L. Asma Rikli (adapted from A Guide to Computer User Support for Help Desk and Support Specialties by Fred Beisse)

3. Analogy
“Last time the scanner didn’t work because its driver wasn’t installed. Maybe that is the case with this printer”
Created by L. Asma Rikli (adapted from A Guide to Computer User Support for Help Desk and Support Specialties by Fred Beisse)

4. Paraphrasing
“Well, the box on the screen asks me for a file to open, but there are no files listed. Cant the program find its own files?”
“So, the program opens a window and starts to run, but when the Open Files dialog box appears, the file list is empty?”
Created by L. Asma Rikli (adapted from A Guide to Computer User Support for Help Desk and Support Specialties by Fred Beisse)

5. Probe
“How frequent does this problem occur? Once a week, once a day or more often?”
Created by L. Asma Rikli (adapted from A Guide to Computer User Support for Help Desk and Support Specialties by Fred Beisse)

6. Critical Question “Has this software ever worked properly?”
Created by L. Asma Rikli (adapted from A Guide to Computer User Support for Help Desk and Support Specialties by Fred Beisse)