Help your Help Desk Help you

March 2, 2016

help your help desk

“Helping your Help Desk help you,” is a mouthful, but it’s actually pretty easy. When you experience an IT issues, it can be frustrating and stressful. We understand. We are here to help. Clear communication is the key to getting to the bottom of your issue and getting you back on track in no time at all. Here are a few tips that will get you the answers you need as quickly as possible:

1. Attach a screenshot 

This is one of the simplest and clearest ways to convey your issue and the kicker is, you don’t have to say a word. Often the error message, pop-up, or issue you attach is enough of a clue to help your service desk engineer understand exactly what you need.

2. Explain what are you experiencing versus what you are expecting.

Saying you can’t get to a file isn’t usually enough of a clue to narrow down an issue. Be more specific by framing your issue in this way, “I was expecting to open the shared drive and access our sales contracts folder but the sales contracts folder is not there.”

3. Answer these questions:

  • When did this issue first occur?
  • How often does it occur?

Yes, it really is that easy. These three small details will help your service desk engineers understand the root cause of your issue. Include this information in your initial ticket and your service desk engineer will thank you.

We hope you never have an issue that causes you unpleasantness and forces you to call us, but if you do, we are always here. 24/7.