It is a given that you will need to get some assistance from your IT service provider at some point. 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 asking for IT support, know that they cannot read your mind, and it will help them solve your problem if you are able to provide as much detailed information as you possibly can in the initial 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
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 know what that is. Instead, explain the exact steps you took.
You are a busy person and so is your IT support team. Even though it is necessary to explain details, don’t write a novel about your annoyance. Offer 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!