100 Most Frequently Asked Help Desk Questions and Answers

http://www.terminally-incoherent.com/blog/2013/06/24/100-most-frequently-asked-help-desk-questions-and-answers/

I have been working in IT for way to many years to be still considered a sane and well adjusted individual. After you spend a few years in this industry you realize that some questions asked by users keep recurring like bad dreams or glitches in the matrix.

Below is my attempt to compile a comprehensive list of frequently asked IT questions you might encounter when working as a systems administrator or help-desk drone. All of these are actual quotes from various ticketing systems and email exchanges. I preserved original grammar and spelling wherever possible.

Feel free to print this out and use it in your help desk training manuals.

1. Is it a virus?

No.

2. Are you sure?

Yes.

3. My Microsoft is error!

Reboot.

4. I already did!

Disconnect all cables and peripherals, remove the battery and hold down the power button for 60 seconds.

5. Oh, am I doing this to discharge the capacitors on the motherboard?

No, you are doing this to ensure that you actually reboot the machine rather than browse Facebook for 5 minutes and say that you did.

6. Is the email down?

No. Flip the WiFi switch on the side of the laptop.


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