It is inevitable that you will need to solicit help from your IT service provider. They are a busy bunch, helping many people with frustrating problems. It’s not an easy job. When you ask for their help, there are some considerations to bear in mind. Namely, they are not mind readers. Provide as much important information in your initial request. Help them, help you. Below are a few steps to make your experience and theirs more streamlined and enjoyable.
Write an Informative Email Subject Line
Your company’s IT provider deals with numerous requests a day. Their greatest frustrations come when the requester doesn’t 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. Give them 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 provide 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 understand what that is. Instead, explain the exact steps you took.
You want your issue resolved fast and so does your IT support team! They are as busy as you are, so when outlining your issue, concentrate on the issue at hand and avoid including too much nonessential detail. Simply record the basic issue and send the message; if you include too much unnecessary detail, it lengthens the process and takes that much longer before tech support can resolve your issue.
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!