Is IT troubleshooting slowly becoming a lost skill? What can we do as IT leaders to coach, train and empower our staff to be better troubleshooters of the myriad of problems what we face each and every day?
As years have gone by I have been fortunate to have worked with hundreds of IT professionals from all levels during my career. I have observed how people approach the myriad of problems that come into our inboxes daily. One does not have to look far to see examples of troubleshooting gone wrong.
Troubleshooting any problem, whether it is a hardware failure, software issue, a car making a funky noise, or your furnace has stopped blowing hot air all require the same skill set from the troubleshooter.
Some of the attributes that can be applicable to a good troubleshooter include: tenacity, patience, open-mindedness, logic, critical thinking skills, and persistence. Of course, experience is important and will help a troubleshooter get to the root cause faster in some cases, but it is not always the most important attribute a good troubleshooter has in their bag of tricks.
For a summary of this topic refer to my linked-in article: https://www.linkedin.com/pulse/troubleshooting-slowly-becoming-lost-skill-jeff-wood/
This presentation would review the challenges of the IT professional when it comes to troubleshooting problems, and what techniques and skills we should be training our staff in order for them to solve them quicker and more accurately.