Computer “Help Desk” Services
Telephone & email support
Phone Support | Email Support | On-site Services | Getting Prepared
Before contacting Russ, try these “quick fixes” to see if you can resolve the problem yourself. Restarting your computer often fixes common issues.
What Services Are Available?
“Help desk” services are personalized help with computer software and hardware issues, usually by telephone.
- Phone support and email support are available either locally or at distance during regular business hours.
- On-site or in-shop service is available but only by appointment and in Greater Victoria.
- In-person restrictions are in place for Russ's safety.
Whether it is resolving a problem configuring a document or troubleshooting unusual behaviour, Russ can usually help.
Supported Operating Systems
Most of Russ's clients are running Microsoft Windows but he can provide help with Mac and Linux computers too.
Dealing with network issues including wireless connections generally requires on-site service.
Russ can also help with smart phones and tablets. He's more familiar with Apple's iOS but can work with Android or other smart devices on-site or if you bring them to him.
While he can work with and help you upgrade older (legacy) computers, purchasing new hardware may be more economical.
- Older computers, peripherals and devices tend to take longer to service. They respond and boot up much slower than newer equipment.
- Your support options may be limited for obsolete items.
Russ can transfer your programs and data to a new computer or other device, advising you about software which needs to be upgraded or replaced. In most cases this is more economical when performed in-shop.
Booking an Appointment
Call during regular business hours to book an appointment.
Phone Support
Phone support is preferable in many circumstances because you can get immediate answers to your questions.
- Russ can quickly determine your technical comfort zone and configure his responses accordingly.
- We can troubleshoot your problems, determine possible solutions for you to try out in realtime.
However, some time might be required for him to do further research before returning your call.
The Right Solution Depends Upon You
Remember, Russ can't see your computer so he needs you to describe what you're seeing accurately.
If we determine that phone support cannot resolve your issues, an on-site visit may be required.
What About Remote Access?
Many companies offer to remotely repair your computer.
Not only does that leave your computer vulnerable, but the necessary settings leave you more susceptible to being hacked or scammed in the future.
Getting Ready for the Call
You'll need to be ready to make changes to your computer following the instructions Russ provides over the phone.
- Your computer should be on but freshly restarted.
- Programs unrelated to the problem should be closed.
Have You Collected Necessary Information?
Before calling me, review “Preparing for a Service Call.” and Getting Prepared.
Call during regular business hours to book an appointment.
Email Support
Email support is preferable where you are located outside of Greater Victoria or if my business hours are inconvenient.
Turnaround is usually within one business day.
Preparation Takes Time
It takes time to research a problem and prepare an answer based upon the information you've provided to me in your email.
Describe the Issue
You need to describe the issue you're having accurately. Make a note of any error messages or other indications of what the problem is, including what you were doing when the problem occurred.
The more detailed your information, the more likely a reasonable answer can be provided quickly.
A screen capture of any error messages is very useful.
How Technical Are You?
If you're a new client and Russ is unfamiliar with your technical knowledge or your computer and software, he may spend more time providing basic instructions (he cannot assume your comfort level with technology and its terminology).
He may also provide more than one solution if he's unsure which one will provide the results you're seeking.
- Before calling or emailing him, review “Preparing for a Service Call.”
- Existing clients may email with your questions.
Not in Victoria?
Clients living outside of Greater Victoria, please see the pre-pay requirement for NEW distance clients.
On-site Services
If email or phone support cannot resolve your issue, an on-site visit may be required.
- On-site services is only available in Greater Victoria and only by appointment.
- In-person restrictions are in place for Russ's safety.
While phone or email support may be quicker, sometimes the issue cannot be resolved with either method. In many cases it has more to do with knowing what to look for. Once diagnosed, Russ can usually fix the issue.
When he's on site he will have much more information available to him and can often quickly diagnose a problem then provide a solution because of his familiarity with computers and operating systems.
However, he cannot bring all his tools and resources and may not foresee the necessity for specific resources. He may need to take the computer back with him and repair it in-shop.
Booking an Appointment
Call during regular business hours to book an appointment.
Getting Prepared
Russ can't see your computer so he needs you to accurately describe what you're seeing.
Computer Terminology
Using proper terms to describe specific tasks and locations on your computer will make the session go much quicker.
Using the correct terminology to describe the problem is helpful. You might wish to review:
Have You Restarted Your Computer?
Simply restarting your computer resolves many issues. These quick fixes eliminate the most common issues with starting your computer.
What if Your Computer Still Won't Start?
If you're unable to start your computer, Russ probably can't help you over the phone.
- Call to arrange for on-site or in-shop service.
- This site's free Self-help Resources may help you to resolve many issues yourself.
Gathering Information
Before contacting Russ, you'll need to gather some information about your computer.
Preparing for a Service Call walks you through the process including how to locate necessary details.
Don't Assume
Russ will need to know as much detail as possible about the problem including
- all the software that was running when the problem occurred;
- what hardware is affected; and
- if the problem is random or occurs consistently.
If He is able to duplicate the problem on his equipment it will be easier to fix.
Narrowing the Possibilities
Determining the answer is often a process of elimination. by narrowing the possible reasons for your problem, resolving your issue becomes much easier.
Details Ready?
Call to book an appointment!
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russharvey.bc.ca/helpdesk.html
Updated: May 29, 2025