Help Desk Troubleshooting Flow

START | v 1) What is the issue category? ├─ Password / Login ├─ Wi-Fi / Network ├─ Email / Outlook ├─ Printer / Peripheral ├─ Slow Computer └─ App / Installation | v 2) Gather basics (always) - User, device, location, urgency - Exact error message (screenshot if possible) - What changed? (updates/new software/new password) - Repro steps + when it started | v 3) Quick checks (fast wins) - Is it happening to 1 user or many? - Restart app → restart device - Check cables/power/Wi-Fi toggle - Check service status/outage (if applicable) | v 4) Branch by issue PASSWORD / LOGIN - Confirm username + caps lock - Reset password / unlock account - Check MFA method + time sync - Verify access works on another device - If still failing → escalate (SSO/AD/IdP) WI-FI / NETWORK - Confirm connected to correct SSID - Forget network → reconnect - Try another site/app to isolate - Reboot router/AP (if user-side) - ipconfig /renew + flushdns - If others affected → escalate (network) EMAIL - Check webmail vs desktop client - Check storage quota + mailbox rules - Re-authenticate account - Try sending to internal + external - If widespread → escalate (mail service) PRINTER / PERIPHERAL - Power cycle printer - Check paper/ink/jams - Confirm correct printer selected - Remove + re-add printer - Test print from another device - If shared printer down → escalate SLOW COMPUTER - Task Manager: CPU/RAM/Disk usage - Free disk space - Startup apps cleanup - Update + reboot - Malware scan (if needed) - If hardware failing → escalate/replace APP / INSTALL - Confirm permissions / license - Reinstall / repair - Run as admin (if appropriate) - Check antivirus blocks - Capture logs/error codes → escalate | v 5) Verify fix + document - Confirm user can complete original task - Document: cause, fix, prevention, next steps END