PRIORITY 1—IS TO GET YOU BACK TO WORK
One of the truths in the tech world is this…
Not all problems can be resolved on the spot.
Sometimes research is needed to determine the best way to resolve a problem.
Enter parallel problem-solving.
The first priority is always to get the person back to work as soon as possible.
You can call this a Band-Aid, a temporary solution or a work around.
Whatever you call it.
The goal is to solve the first issue which is...
Getting you back to work.
Most of the time your issue will be resolved on the first support interaction
But sometimes it can’t.
And when that happens.
A second process is spun up to help solve the root issue.
This involves taking the information that’s available, researching this issue and determining how best to fix the problem.
And then last but not least…
Fixing the problem.
At my company we use parallel problem-solving every day.
Parallel problem-solving is not an excuse for not solving the problem right away.
It’s just a method that allows the person we are helping to be as productive as possible until a resolution can be found.
While most issues can be addressed quickly other issues take some time to resolve.
This could be due to complexity, access to vendors, or other issues.
I know this sounds like a bunch of tech mumbo-jumbo but it’s important to know and have an expectation that not all things tech can be solved right away.
Somethings will take time
And that’s okay.
The main thing is that at the end of the day issues get resolved.
That the finish line is crossed.
And that things go back to normal.
At least until the next issue comes up.