A step-by-step troubleshooting method

Good IT support follows the same steps every time.

1. Identify the problem: ask questions and find out what changed.
2. Establish a theory of the likely cause, starting with the simplest.
3. Test the theory to find the cause.
4. Make a plan to fix it.
5. Carry out the fix, or escalate if it's beyond your access.
6. Verify the whole system works and take steps to prevent it happening again.
7. Document what you found and did.

Always check the simple things first: Is it plugged in? Is it turned on? Is the cable connected?