The IT Department: Not Coded Breakers

Without question, there’ll be an occasion when you’ll need help from your IT service provider. Be aware that they are responsible for aiding many people with a wide variety of challenging problems.  In order to receive the best possible response to your request, be sure you include as much important information when you initially ask for help

Without question, there’ll be an occasion when you’ll need help from your IT service provider. Be aware that they are responsible for aiding many people with a wide variety of challenging problems.  In order to receive the best possible response to your request, be sure you include as much important information when you initially ask for help. You can’t assume they will understand your problem if you don’t supply them with all the details. By following these few steps, you can be assured that the whole experience goes smoothly and efficiently.

Write an Informative Email Subject Line
Often, the IT department will get inundated with requests ranging from those that require immediate response – “my computer is smoking and smells like burning plastic” – to those that can handle a one to two hour delay in response – “I want to send this 150 MB file but it just won’t upload to my email.” Using a detailed subject line will let them know the basics up front and help them prioritize the request appropriately.  For example, the subject line “Installed ___ got error _____” will help them immediately know what your issue is all about.  In other words, do not write “Computer problems!!!!!!!!!!” This is not helpful as it provides no real description of the problem.

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.  Even though it is 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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