The IT Department: Not Coded Breakers

It is a given that you will need to get some assistance from your IT service provider at some time.  However, it is hard for them at times to help you due to their busy schedule, trying to solve a lot of people’s difficult problems.  When requesting IT support, know that they cannot read your mind, and it will help them to solve your problem if you are able to provide as much detailed information as possible in the initial request.  Here are some tips to make the process more streamlined for both of you.

Write an Informative Email Subject Line
Your company’s IT provider deals with countless requests a day.  Their greatest frustrations come when the requester does not give enough valuable information.  When you send them an email, you should first identify yourself, and tell them where you work.  If your computer is having problems, identify your machine by make and model. Provide them with as much detail as possible.  Simply saying “Help!!!!!!!!” in the request is far from helpful.

Details, Details, Details
In the body of your email, be sure to include as much information as possible, i.e. what OS you are running, what actions you took, and what error messages you see. Error messages may not mean anything to people outside of the IT world, but they can offer a lot of insight into what’s happening with your machine. Also, don’t be vague and say, “followed recommended procedure,” as the person receiving your email may not know what that is.  Instead, explain the exact steps you took.

Be Frank
You are a busy person and so is your IT support team.  Though it may be necessary to explain details, don’t write a book about your annoyance.  Provide the required information in a detailed but succinct manner.  Offering too many unimportant details increases the time it takes to provide you an answer to your problem.

In the end, you are all busy people and your IT services provider wants to help you quickly and efficiently. Help them do so by following the tips above!


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