It is a given that you will need to get some assistance from your IT service provider sooner or later. 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 solve your problem if you are able to offer as much detailed information as possible in the preliminary request. Here are some tips to make the process more streamlined for both of you.
Write an Informative Email Subject Line
IT technicians receive frequent requests on a variety of issues – some are incredibly urgent such as “I have a virus that destroying my documents”; while others are can withstand a 1-2 hour response delay, for example: “My monitor has a pinkish tinge.” It helps the technician if you add a subject line containing the basics of the issue, which helps them determine the priority level. A good example of a subject line is “Installed __ got error __”, which helps them to know instantly what your problem is with the computer. A vague subject line without a meaningful description of the problem won’t help them solve your issue.
Details, Details, Details
It is important that you include a detailed description including as much information as possible. Please include your OS, any steps you took, and any error messages. Error messages might not mean anything to you, but to an expert they are a source of great information.
Be Frank
Your IT provider is likely to be busy most of the time, so while details are important, when communicating your issue be sure to keep unnecessary information to a minimum. Simply record the essential information and send the message along. Too much needless detail can delay how fast the issue is resolved and add to your frustrations.
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!