Top tips for delivering minor tech support

Visionary members have pulled together some tech support tips that may help If you decide to implement your own tech support service:

What device do they have?

Find out exactly what the device is. Callers may not know the name of the phone or tablet they have, so you might have to be patient and do a bit of detective work. Once you know what you’re dealing with, you can go on to the next step, which is finding out what’s not working for them.

What’s the problem? Gather as much information as you can! T

he caller may be able to articulate the problem, but more often people will describe a symptom e.g. ‘I can’t get the internet’ or ‘Facebook has disappeared’. Ask:

  • Have you tried turning the device off and on again?
  • What where you doing when you first encountered the problem?
  • Is the device is charged up or plugged in?

Establish competence

How tech savvy is the user? know how to pitch your advice and support.

Avoid Jargon

Use clear simple language

Ask if there anyone at home to help?

Even if it’s just during the support call. They will also learn steps to resolving problems so could help in future.

 Keep a Record

Subject to Information governance, it’s helpful to write down what the problem(s) are, what solution they are seeking and keep a record of any support you give as well as making a note of what device the caller has for future reference, especially in the event of any follow-up calls.

Fix it!

It’s useful to have the same device as the caller so you can work through the problem together. You may need to go and do some research before you start making suggestions on a fix. Here are some excellent websites:

  • Microsoft – Disability Answer Desk (also available through Be My Eyes app) Phone: 0800 026 0584

Nominate ‘go to’ people

Encourage staff/volunteer to specialise in specified platforms/ software

Remote access

Diagnose/fix the device using remote access software such as Team viewer. Be aware of privacy issues and the need to install software

Additional General Support

Broadband & Mobile services

Ofcom have published a statement ‘How broadband and mobile firms are serving customers during the coronavirus pandemic’ which lays out a range of measures the main providers have introduced. It also includes Seven tips to stay connected

Vital Tech

A web site that can guide through the world of assistive tech for blind and partially sighted people in the UK.

Ability Net

AbilityNet supports people of any age, living with any disability or impairment to use technology to achieve their goals at home, at work and in education.

Thank-you

Thank-you to all those Visionary members who have contributed to this resource. If you have any feedback, would like more advice or have any other resources which you would like to share across the Visionary network then please get in touch with us.

Download guidance

You can download the above guidance as a word document by clicking on the icon below.

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