People have usually encountered problems with a computer and the easiest way for help is through phone. Determining the real problem through phone is a challenge for computer support people. This is especially true when the the user asking for help is someone new to the computer environment. As a person who work as a technical support staff in our Information Technology Services Unit, I have received a number of calls asking for assistance from friends.

One instance was a problem about connecting to the Internet, which is a very common and could be due to diverse reasons. Everything eventually ended with setting up the computer to connect with the Virtual Private Network (VPN) of the Institute. I was lucky to get hold of the instruction webpage of the institute on how to setup the VPN. I end up guiding my friend over the phone on how to do things. Guiding a user to do things on a computer takes patience as they don’t have the level of understanding and skill that computer geeks have.

I normally suggest they call-in some on site Computer Repair services expert when the problem is beyond my skill. The computer technicians are highly trained and could easily fix the problem a the comfort of your home or business. They charge also reasonable rates for the services rendered. Phone-in computer support is only applicable to minor and little problem, but if the problem is a delicate and serious one (e.g. a computer blue screen or hang up) then calling an on site computer services would be better. If the problem would not be possible to fix on site then the machine would be brought to the nearby computer repair services shop. A piece of advice, never do things on your own as you may do more damage to your computer.