Purpose

The purpose of this document is to establish a clear framework for identifying situations that require onsite IT support, ensuring that interventions are timely, appropriate, and efficient. By defining these conditions, the document aims to:

• Enhance IT productivity and user satisfaction by providing tailored solutions that address the unique circumstances of each onsite environment.
• Minimize device downtime and operational disruptions by leveraging hands-on diagnostics and intervention when necessary.
• Facilitate effective troubleshooting in complex environments where remote support may fall short due to communication barriers, lack of access, or the need for comprehensive physical assessments.
• Provide technicians and decision-makers with the criteria needed to determine the necessity of onsite assistance, thereby optimizing resource allocation and response times.

Scope

This document outlines the scenarios and circumstances under which onsite IT intervention is necessary. It provides guidelines for determining when an onsite visit is the most effective approach to resolving technical issues, as opposed to remote troubleshooting. This includes both hardware and infrastructure challenges, as well as operating system failures. The scope encompasses:

• Hardware troubleshooting and verification
• Network and connectivity assessments
• Environmental adjustments for device performance
• Software installations and upgrades
• Operating system diagnostics and installation
• Situations where user collaboration and information gathering cannot be effectively managed remotely

Onsite IT Interventions

Hardware and Infrastructure Issues

1. Hardware Failure - Desktop PC Won't Boot:
   1. Local power supply issues or faulty outlets can prevent desktops from booting. Onsite visits allow technicians to verify power delivery and address any electrical infrastructure inconsistencies.
       
2. Printer Malfunction - Connectivity Issues:
   1. Connectivity problems may arise from local network issues like IP conflicts or interference. Technicians assess network setups and adjust configurations as needed during onsite visits.
       
3. Network Issue - Slow Internet in One Office Section:
   1. Slow speeds may result from outdated cabling or network congestion. Onsite inspections allow for infrastructure upgrades and network load redistribution.
       
4. New Equipment Setup - New Employee Onboarding:
   1. Desk layout and power distribution impact workstation setup. Onsite techs provide optimal configurations in line with user needs and physical setups.
   2. Dependency of onsite connectivity to finalize user configuration, such as adding a workstation to On-Premises Active Directory.
       
5. Software Installation - Specialized Software:
   1. Network or security settings might block software installations. Onsite technicians adjust firewall and network settings to enable installation.
       
6. Peripherals Issue - Non-functional Conference Room Equipment:
   1. Local wiring or power supply issues may affect equipment functionality. Onsite troubleshooting ensures compatibility with local standards.
       
7. Environmental Issues - Overheating Laptop:
   1. Inadequate ventilation or desk setups may cause overheating. Onsite technicians suggest environmental adjustments to mitigate issues.
       
8. Data Recovery - Failed Hard Drive:
   1. Local storage policies or backup inefficiencies complicate recovery. Onsite reviews suggest infrastructure improvements for data integrity.
       
9. Complex Diagnostics - Intermittent Network Issue:
   1. Intermittent problems may stem from Wi-Fi interference or outdated components. Onsite visits facilitate hands-on testing and equipment updates.
      Operating System Failures

Operating System Failures

1. Operating System Installation/Reinstallation:
   1. Installation or reinstallation of an operating system may be required for new devices or to resolve persistent system issues. Onsite intervention ensures that the process is executed correctly, hardware compatibility is verified, and any required drivers or updates are installed for optimal operation.
       
2. Blue Screen of Death (BSOD):
   1. Frequent BSOD crashes require onsite diagnostics to bypass drivers, perform hardware checks, and update drivers or replace faulty components.
       
3. Operating System Corruption:
   1. Corrupted operating systems hinder booting. Onsite intervention allows Safe Mode boot and recovery tool use, minimizing data loss risk.
       
4. Failed OS Upgrade:
   1. Post-upgrade boot failures require onsite assistance to rollback changes or resolve conflicts, such as driver issues or disk space insufficiencies.
       
5. Registry Errors:
   1. Windows Registry errors cause instability. Onsite access to Safe Mode facilitates registry editing and corrupt entry repairs.
       
6. Virus Infection:
   1. Severe infections prevent normal booting. Onsite technicians use Safe Mode for virus scans and removals, restoring system security.
       
7. Startup Loop:
   1. Restart loops indicate driver, software, or file issues. Onsite technicians use Safe Mode to stop processes and identify causes.
       
8. Third-Party Software Conflicts:
   1. Conflicting software requires onsite intervention to disable or uninstall problematic applications using Safe Mode.
       
9. When End Users Cannot Collaborate Remotely:
   1. Onsite intervention is crucial when end users are unable to effectively collaborate with technicians remotely. This in-person approach expedites troubleshooting by allowing direct access to necessary information about onsite devices and systems, ensuring swift and accurate problem resolution.