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Understanding IT Support: Navigating Help Desk Challenges and Tips for Users

This presentation explores the complex yet essential relationship users have with IT support. Led by Bob, a seasoned IT professional, it covers how the IT department operates, the process of ticketing and prioritization, and the crucial role of specialists. Bob shares practical tips to empower users, such as common troubleshooting steps, understanding security measures, and maintaining organized file storage. The talk also addresses frustrations users may feel and advocates for a collaborative approach to resolving IT issues.

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Understanding IT Support: Navigating Help Desk Challenges and Tips for Users

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  1. TAHIMA Oct 17, 2013 IT/IS: A Tongue in Cheek Look at Our "Love/Hate" Relationship

  2. Introduction: Who am I and why am I here? Bob Short MCSE CCA Sr Systems Administrator – World Vision US Former Supervisor Microsoft Servers Catholic Heath Initiatives WA/OR

  3. Not Every Application Is A Success

  4. How does an I.T. department work? Just like Doctors, we all have specialties Help Desk Application Analysts Network / Telecom Engineers Server Engineers Security Engineers Enterprise Architects

  5. What happens when I call the Help Desk? Calls Prioritized Ticket Created Ticket Routed to “Specialist” Issue Investigation (possible customer interaction) Issue worked on Issue Resolution (You should get a call!!)

  6. Things to try before you call. F1 = Help Google – BE Careful (Whitehouse) Reboot

  7. Have you tried turning it off and on again

  8. Why do you I.T. guys hate me and my computer?

  9. Why can’t I update my computer myself.

  10. Trying to keep you and your computer safe.

  11. EHR – Electronic Health Records Why security? Lock your computer Windows Logo+L: Lock the computer (without using CTRL+ALT+DELETE) Strong passwords Don’t hide your password under the keyboard HIPPA effects I.T. also!

  12. Get Organized • Mail Boxes – • Your inbox is just that… • File Storage – • Keep a good folder structure. • FY folders • SharePoint – • What is it and why use it.

  13. Vocabulary lesson – Cloud PING IP Address Workstation Server Cat5 Router Switch Citrix

  14. Bob’s FavoriteShortcuts for navigation http://support.microsoft.com/kb/126449 F1: Help CTRL+ESC: Open Start menu ALT+TAB: Switch between open programs (Windows + Tab on Windows 7 and later) ALT+F4: Quit program SHIFT+DELETE: Delete item permanently Windows Logo+L: Lock the computer (without using CTRL+ALT+DELETE)

  15. Bob’s FavoriteShortcuts for navigation F2: Rename object F3: Find all files CTRL+X: Cut CTRL+C: Copy CTRL+V: Paste SHIFT+DELETE: Delete selection immediately, without moving the item to the Recycle Bin ALT+ENTER: Open the properties for the selected object

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