Before you call, please have the following information ready:
Your name, extension, and location
The type of computer you're having a problem with (Macintosh/PC)
Operating system (Mac OS X, Windows XP/Vista, Linux, etc.)
A description of the problem or question
Perform the following diagnostics:
Turn your computer completely off, then on.
Check cables, phone line, and power supply for loose connections.
Make sure "caps lock" isn’t accidentally turned on.
Make sure you're using an Ethernet cable (8-pin connector) and not a phone cord (4-pin connector).
Make a careful note of any error messages you are getting.
Net connection problem? See if you can connect to at least one off-campus website, or browse the campus network.
During the Call
Be sitting in front of the computer and have paper and pencil ready.
Carefully note any instructions or execute any specific commands.
Give as complete and accurate information as you possibly can. The help desk staff is not psychic.
Indicate anything you’ve recently changed on your computer, whether you think it’s related or not. Have you installed new software, added a new printer, spilled coffee on the keyboard? Was this change made before the problem occurred or after?
Think creatively about what your computer is or isn’t doing and the potential reasons why.
Don't be afraid to ask the support person to slow down or go over something again if you do not understand.