If you’re working in IT Support for few years then most probably you’re already following similar steps. Geeks are Sexy have an excellent article 10 steps to a better IT support process. It’s refreshing and should be helpful to novice as well as veteran IT Support.
- 1. Answering the call
2. Asking the user to explain the problem
3. Reproducing the error
4. Identifying the problem
5. Gathering technical information
6. Determine possible solutions
7. Fixing the problem
8. Test and test again
9. Documenting the issue
10. Pat yourself in the back for a job well done.
I’d written a Productive Network and System Administration which you might find helpful as well.