Problem Solving & Troubleshooting


Effective technical problem resolution requires the ability to communicate effectively with customers at different knowledge levels, asking key questions to gather the appropriate information and simultaneously making judgments about the information provided. This presents a significant challenge to support professionals in a market where customer satisfaction is derived from effective communication in an ever changing environment of technology. The Problem Solving & Troubleshooting course uniquely addresses this challenge.

This two-day workshop style course begins by teaching the communication skills needed to get the customer wanting to cooperate in isolating the problem and then builds into the generic troubleshooting skills needed to resolve complex problems in a systematic way. Participants learn a five-step framework that includes engaging and communicating with the customer, defining the problem, analysing the problem, selecting and developing a solution and following-up with preventive actions. In addition to developing individual support employees problem solving skills, this framework also provides an organisational methodology that leads to greater consistency in troubleshooting.

This comprehensive approach ensures success through presentation of concepts and the application of those concepts incorporated into issues brought to class by students. These real world problems are resolved in class using the skills taught. Students will return to the job armed with experience in working through the framework applied to their specific situations, and immediately realising benefits from the class.

Who Should Attend

The program teaches support professionals the skills required to troubleshoot and resolve technical issues at all levels. Front line staff as well as back line, experienced staff will benefit from these hands-on strategies and techniques.

Some of the training objectives…

  • Communications
  • Information gathering and questioning
  • Critical thinking
  • Problem definition
  • Lateral thinking/creative analysis
  • Decision-making
  • Teamwork
  • Feedback methodology


  • Improved satisfaction survey results as related to issue resolution, professionalism and accuracy
  • Reduced issue resolution times
  • Higher first contact closure rates
  • Reduction in issue re-opens
  • Reduction in call-backs for additional information, i.e., fewer calls per case
  • Improved satisfaction at the escalation level with the quality and completeness of information coming from the support staff
  • Improved collaboration/teamwork
  • Improved consistency in process

More information

To request a course brochure, please complete our Contact Us form.


  1. Valentin Bondzio says:

    Very good instructor. Seemed to be aimed at entry level support during the first day.

  2. Nigel Fleming says:

    Was very happy and delighted to have completed this course. Definitely worthwhile.

  3. Tim Sampson says:

    Really helpful – At the start I was quite cynical that we could find a new methodology for supporting ICM. But we have a number of different things to take away and implement which could dramatically improve our work. Thank you.

  4. Stephen Wall says:

    Well presented and relevant.

  5. Garry Stack says:

    Enjoyed use of fishbone and other diagram tools for brainstorming solutions/questions to customers.

  6. Eamon Shields says:

    Very informative, educational and a bit of fun. Thanks a lot.

  7. Barry OBrien says:

    Excellent all round. Maybe include a section on confirming resolution with 3rd parties responsible for maintaining a clients environment.

  8. Colin Canty says:

    Very good. Killer Q’s list great idea. Will try to push it here for new hires + as a TSE aid.

  9. Elaine O'Callaghan says:

    Very useful course.

  10. Ethan Zhao says:

    Thanks Steven. This course was great to help me!!!

  11. Longwei Yin says:

    Very useful training. I got what I want.

  12. Seonghoon Yim says:

    This class gave me a new idea for support skills.

  13. Xiaoxiang Qiu says:

    Good teacher

  14. Yuki Jia says:

    Very helpful! Thank you!

  15. Martin Midolesov says:


  16. Victor Milchev says:

    Really satisfied with the class. Enjoyed working with Steve.

  17. Ivaylo Mitev says:

    Instructor = 6/5

  18. Zhenya Tineva says:

    It was a great pleasure to take this course. It was very funny and pleasant. I really enjoy the games.

  19. Damien Sheehan says:

    Thanks very much for the class last week, it’s already helping me close more cases! 🙂

  20. Patrick Pulfer says:

    I would like to see more time spent on topics within my sphere of influence.

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