Tip of the Week: What You Can Do to Help IT Support

We are the first to understand that nobody really likes reaching out for support. It’s time-consuming, for starters, and there’s something uniquely humbling about having to ask how to use the tools everyone relies on nowadays. However, there is nothing to be ashamed of when turning to help, especially if you can do so as effectively as possible.

Let’s go over what you can do, as someone seeking IT support, to make things as simple as possible from a provider's perspective.

IT Support Goes Easier If…

…You Take Note of Error Messages

Knowledge is, as they say, power. The more we know about the issue, the more efficiently we can fully diagnose and resolve it. This is where any error messages that kicks back to you as the user or descriptions of the problem itself can be extremely helpful.

Knowing what these messages say in detail helps us better understand what your computer tells us. Specificity is your friend, so be as specific as possible.

…You Snap a Screenshot

Similarly, if you can grab a screenshot of the issue you’re dealing with, IT will have that much more information and context on their side.

To grab a screenshot, simply press the Print Screen key or use the Snipping Tool (accessible via Windows Key+Shift+S). You can then paste it into an email to your provider, giving them some much-appreciated context about the issue you’re experiencing.

…You Keep Your PC On

Modern IT tools enable remote operations, including the monitoring and diagnostic tools today’s providers use to oversee a business’ technology. Using them not only enables us to attend to most issues more efficiently but also allows us to do so at any time… provided the device on the other end is powered on. By leaving your PC on overnight, we can avoid interrupting your day with updates and the like by pushing them outside the typical workday.

…You Are Ready to Answer Questions

The easier it is for us to contact you, the more effectively we will be able to solve your issue, as we’ll be able to reach out and ask any pertinent questions to speed up the process.

Therefore, it is best that you do whatever you can to remain available. Of course, we understand that it isn’t always practical to do this, but keeping yourself as accessible as possible is appreciated and helpful to a support professional.

…You Trust the Process

When you speak to an IT person, it is generally safe to assume that there are dozens of other tasks piling up alongside yours. Since IT is so involved in modern business, a lot needs to be covered. This means that some could take some level of precedence over your needs by necessity.

When you submit a ticket, it is important to know that it will be measured and prioritized against all the others you’ve sent your IT professional and then scheduled appropriately. Understand that there is a reason for this, and we will attend to your issue as quickly as possible.

Keeping These Tips in Mind Simplifies Support (By a Lot!)

Whether you’re working with us or another provider, I’m sure it would be appreciated if you could keep some of these points in mind throughout your interactions… and it will likely help improve the service you receive by enabling us to communicate better.

If you ever want to learn more about managed services or any other services we offer, please don’t hesitate to contact us at 301-740-9955.