It is very important for IT professionals to have a certain methodology to analyze and resolve user issues. You should be able to clearly explain this methodology or theory in the exam environment, as these questions will likely be scenario-based. Additionally, when employed, you should be aware of corporate policies, in addition to procedures and impact, prior to modifying equipment.
First, start by identifying the problem. Ask the end user questions until you can establish a solid base understanding of what is happening. Then, make sure there is a current backup of all information on the device in the event you lose some information and need to perform a restore.
Second, you should always seek to establish the potential cause of the problem. This is your hypothesis to the problem resolution. You should be prepared to conduct research, as needed, to find an appropriate solution.
Once you have an idea of what is causing the problem, test what you believe to be the solution. If it works, then continue to the next component until operation is fully restored. If it did not work, look to re-establish a probable cause.
You can implement your full plan to resolve the issue when all of your theories have been confirmed.
After you have resolved the issue, be sure to verify that the solution has, indeed, worked as intended. A good thing to do, at this point, is to repeat what your customer was trying to accomplish. Additionally, attempt to put measures in place to prevent the problem from recurring.
Always finish by documenting the things you did to resolve a problem. This helps you more easily remember the solution should the problem recur. It also allows other professionals to view past solutions to similar problems.