When evaluating a user's diagnosis, it might be helpful to spend a little time determining that user's abilities to analyze the problem. Nothing frustrates a sophisticated user more than the question "is your monitor plugged in?"
You can save a lot of time for both the user and the help desk technician by evaluating the skill level of the user. I've suffered too many "reinstall Windows" sessions when diagnosing a DSL problem. "Hmmm. I can traceroute three hops away. Besides, this is an Ultra 5. I don't think a Windows reinstall will do much good." (grin)
Besides, if the user knows how to employ certain tools it can make the help desk technician's life much easer.
Keep Up with TechRepublic