Describe your personal problem solving philosophy, when acting as a troubleshooter. Cite examples of your approach to solving problems (not necessarily IT problems) that you have helped with recently.
2. Discuss some of the different information resources mentioned in the chapter (personal experience, scripts and checklists, knowledge bases, coworkers and professional contacts, support vendors and contractors, and escalation and team problem solving) and what role they would play in your daily activities as a help desk support person.