Asking the right questions before you get started can help you avoid jumping to conclusions, and also help narrow down the possible source of the problem
Consider a Backup
Consider the symptoms and determine whether you need to do a backup.
Check Simple Things First
Based on the answers you got from interviewing the user, make some preliminary decisions about where you are going to start troubleshooting.
Verify the Fix
Sometimes techs under the gun and trying to get a lot done (or not wanting to wait for a user to return) will leave thinking they fixed the problem. Take the extra time to have the user verify the problem is resolved. That way there is no misunderstanding.
Look for Other Issues
Take a few minutes when you’re done resolving the issue to see if anything else stands out. Is the computer up to date with its system updates? Is their antivirus software loaded, and is it current?
Document the symptoms and problem that were first reported, what ultimately resolved the issue, and what the outcome was.