You are help desk technician. An end user is experiencing a technical problem and does not know enough about the problem to describe it clearly. What should you do?
Review the user’s product manual with him to help him understand the technical issues.
Inform the user the he needs to bring the system t you so you can assesses the technical situation yourself.
Explain to the user that until he can accurately describe the problem, you are unable to troubleshoot the system.
Request additional specific information from the user so you can troubleshoot the problem and provide an appropriate solution.