Time is of the essence for every industry that I have ever worked in and the professional services industry is no different. Based on my experience, many individuals will bypass making an IT support request and just deal with the inconvenience of an item not working properly. This can tend to build up until the issue becomes so serious that the entire user experience comes to a screeching halt.
That just happens to be one end-user scenario that I have experienced in my role as an IT professional. I have five tips that will maximize your IT support request regardless of what type of end-user scenario you find yourself in.
Do not wait to report your issue.
In many cases, IT issues tend to be weathered by an end-user. Even if an issue only occurs once, make sure that you report it to your IT support team. A good IT professional will document that reported issue and will be able to reference the original material if the issue happens to re-occur which will lead to, in many cases, a resolution much quicker than normal.
Details are key.
The more detail that is in the original IT support request will lead a faster response and resolution from your IT support team. It is very common for a support request to only contain “My PC is running slow” or “My Internet is broken”. These are very general scenarios that can lead an IT professional down many time-consuming troubleshooting paths before a possible resolution is found. When framing your support request, quickly note what applications you were using and how you were using those applications before the issue occurred. Those few details will give an IT professional a head start in diagnosing and fixing the problem.
Your point of view matters.
There have been many occasions where an end-user will not want to give their prospective regarding an IT issue because they fear that they will sound unintelligent. You are not expected to know all of the IT terms and what they mean. Looking at a situation from the end-user’s prospective is very helpful to an IT professional and will lead to a prompt fix to the reported issue. A good IT professional will translate what the end-user is describing while remaining courteous and professional.
Be honest and open.
This is a very important aspect when submitting a support request. If you believe that a series of actions caused the issue that is being seen then reporting those actions within the support request is very important. A good IT professional will not pass judgment when responding to the support request.
It is ok to ask questions about what steps are being taken during an IT support call or onsite visit. This is one of your most valuable tools when your support request is being worked on. Asking questions about an IT support request will lead to a stronger professional bond between an IT professional and an end-user.
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