DRAFT

A good portion of the support requests we receive from our users are related to office productivity software.

General office work often implies being proficient in using word processing, spreadsheets, presentation software, and email. It is important that enterprise systems are supported well.

To be able to support users in the best possible way, it is advisable for IT specialists to use the same productivity tools as your users. So, for example, when migrating to a new version of programs and systems, we will start with a pilot phase with the IT department. The idea is that IT people encounter and solve problems before users do.

However, certain problems may arise at a later stage. First of all, it is important that the user feels that their problem is taken into account. The issue may not have the highest priority on your list, but for the user it's what's preventing them from doing their job. An answer will therefore have to be provided.

The first important step is to sit down with the user and seek to understand what they are trying to do and how they are doing it. Offer an attentive ear. Make sure you understand the user’s needs before proposing solutions. At this stage users may appear frustrated and stressed, sometimes even brittle. Be patient, understanding, don't react. Some problems may arise simply because the right tools are not being used. For example, someone may use Word as a spreadsheet or to create an infographic when they’d be better off using Excel or Publisher. In which case, be gracious.

If the person is using the right tools, they may not be using them correctly. So being with and observing is important.

Good IT support always starts with identifying the problem. How often does it appear, under what conditions, how does it manifest itself, do you have an error code? This is important. You can start solving a problem only to find out that it only appears once every six months. At this stage, we will make sure that the program used is up-to-date, i.e. that the latest version is installed.

Ideally, the second step is to be able to reproduce the problem on another computer. It's always preferable to work on solving a problem elsewhere than on the user's workstation. It allows them to keep working on other things and it gives you space and time and takes the pressure off. You can work on this issue later, without monopolizing/disturbing the user.

In a third step, you can analyze the method used by the user. If the steps the user follows lead to this error, but is it the right way to go about it? Take the time to check with the software publisher to verify this.

If the tool is being used correctly but is causing an error, you now need to search the knowledge bases to see if others have encountered this issue and how support has already helped them. A fix may be available, or a workaround may be suggested.

Working on another computer allows you to ensure that the identified problem is corrected before finally bringing the solution to the user's computer. Try out your solution and make sure it fixes the problem there as well. The user will certainly appreciate receiving a few explanations, in simple and non-technical language, especially if they help prevent the problem from occurring in the future. After some time, don't hesitate to come back to the user to make sure that the problem has not returned.

Whenever possible, keep a log of troubleshooting and configuration changes. Chances are, in six months’ time, another user will ask you the same question and you'll appreciate not spending another half a day again tracking down the solution that worked before. And if you have colleagues on the support team, they will surely appreciate it.

Of course, users may also consult you not for a problem but to get advice on how to carry out a task. Make sure you understand what the user wants to do. Unless you know exactly how to answer the question, it's best to write it down and take the time to do your own research. Don't neglect to read documentation or support articles. Discovering and following software publishers' procedures can help you avoid spending time intuitively searching for a solution. Give priority to the publisher's website. 

If you're primarily assigned to user support and find that you're frequently asked questions, it's a good idea to take some courses on the software in question. This will allow you to master it better and keep up to date with the latest improvements. These are some sites 

• Alison: Free online courses on a variety of topics, including office administration, computer skills, and customer service.
• Coursera: Online courses from top universities and companies, including courses on office administration, project management, and business communication.
• edX: Online courses from top universities and companies, including courses on office administration, data analysis, and presentation skills.
• Udemy: Online courses on a variety of topics, including office administration, computer skills, and communication skills.

Don't hesitate to anticipate questions by organizing an in-house training session to share your findings.