"I always start by listening to the customer to make sure that I fully understand the problem they are having. I ask questions, if necessary, to clarify everything. Once I'm certain that I comprehend the issue, I locate any manuals or materials that might help me to figure out the problem. I then walk the customer through each step of the process to find out if a step is missing or not. Many times, they are missing a step, and I'm able to fix the problem by pointing this out to them and making sure they understand what they need to do differently. If this isn't the case, I may then consult with colleagues and/or my manager to see if they can offer any suggestions. By this point, we have generally determined the problem and resolved it. If not, it is my job to escalate the issue further so that our IT team can look into it. If I have to do this, I make sure to clearly communicate with the customer during all stages of this process so they don't experience any frustration. In the end, I make sure that the problem has been solved and the customer is satisfied."