How to help users with Problem Steps Recorder.

I spend a lot of time helping people fix their IT problems but I’m located in central Australia and I have the majority of my users in the eastern states as well as users internationally. There are a few tools that I use that makes the task of getting people back up and running on their systems easier and quicker.

The first this to know is what the problem is. And that’s where Problem Steps Recorder comes in.

How do I use Problem Steps Recorder? You can use Problem Steps Recorder to automatically capture the steps you take on a computer, including a text description of where you clicked and a picture of the screen during each click called a screen shot. Once you capture these steps, you can save them to a file that can be used by a support professional or someone else helping you with a computer problem.

via How do I use Problem Steps Recorder?.

This tool gives the user the ability to replicate the problem and send me the details. Neither of us need to be on the phone for hours trying to explain what the computer is doing and I can see exactly what happened to cause the problem. Miscommunications are eliminated and I’m in a much better position to give them the right advice first time.

Problem Steps Recorder is available on Windows 7.

Toby

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