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Help Desk Support for Total Newbies

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by fanchant

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We recently added about fifty users through a corporate acquisition to my company, and installed thin clients to replace the DEC terminals previosuly used. Unfortunately, we didn't stop and assess user PC skills before this implementation, and as a result I'm getting a lot of help desk calls on some VERY basic PC use issues (EX: I have a message on the screen "Non system disk or disk error, remove disk and hit any key to continue", what do I do?) Another EX : User did not know what "right click" meant.
How can I educate these people without coming across as if we're talking down to them? They need help on the "kindergarten" level, but complain when we assume they don't know anything and try to give them help on the level it appears they need it.

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by linda wilson

Be thankful for people like these, who are either untrained or naive to PC's... in many companies they are 60% the reason for the existence of an internal IS department...
I use humor in email.. and send out "did you know" messages... with screen captures (use FullShot) of the message and then statements of how to respond to them...

Use humor, respect, and dare to teach them... their questions will then become different, not necessarily challenging, but different.

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