Vital Information: How to Get the Most Out of Your IT Support

We have all been in a situation where something has gone wrong with one of our devices. Whether this is a laptop, phone, server, cloud platform, or any of the various devices and platforms used in business today, it always ends up with the same result. Something isn’t working as it should, so we call for IT support.

Ideally, this is a short process. Raise a ticket. Issue Resolved. Done.

Realistically, we all know the process isn’t quite so smooth. However, there are ways for us as users to assist in streamlining support and getting the resolution much quicker.

Be honest

Honesty goes a long way in reducing fix time.

The support team is likely going to ask you a lot of questions. This is both to ascertain what the problem is and to try to find the cause. This isn’t an attempt to brush you off or catch you out. Answering all questions honestly with as much clarity as possible can help with a faster resolution. It can also help prevent recurring issues.

Spill on laptop

We all make mistakes. Sometimes, this can be accidentally deleting a file, or even clicking the wrong link. The important part is to ensure you relay the correct cause (if known) when raising a problem. This allows the support team to focus on the proper fix rather than trying to find a cause.

Give as much information as possible

There is no such thing as too much information when speaking to IT support. As users, we might not always know what information is or isn’t relevant, so the safest way to go is to provide all of it.

If you have received an error message, include it in full. This can be either typing out what the message said or screenshotting it when it appears. If the support team know the exact error, they can more easily trace the problem and resolve it.

Error message

Do you know what time the problem occurred? Sometimes issues occur but we don’t have time to raise it then and there. Make a note of what time the problem happened and include it in your support request. This can help the support team search the appropriate log files to find the issue.

What were you doing at the time of the problem? There may be a known issue with certain devices, programs, apps, etc. Knowing what you were doing at the time the issue arose could help the team trace this back to a known problem.

Has anything changed? Environmental changes are the cause of a lot of IT issues and informing the team of these in the first instance can cut out a lot of support time. Moved a printer to another room and it no longer works? Upgraded to the latest OS and now having performance issues on your machine? These sorts of things are the first piece of information that should be provided, as this can often point straight to the source of the problem.

Another key piece of information is whether something has broken or if it has never worked. This will change the way the team will look at the issue and can often mean quicker fixes.

Work with us

We all know the pains of having an IT issue. It can interrupt your workday, slow down your productivity, and even stop you from working altogether. All the worse if it impacts your entire userbase. At that point, investing more time into the issue is usually the last thing we want to do, but it is sometimes the best thing.

Incoming support call

The only way to fix a problem is to communicate. If you won’t be available at a certain time, let the support team know so they can call when you’re free. If you prefer email over phone communication, let them know so they can get in touch in the way that is best for you. The key is to be responsive, so the support team can resolve the problem quickly. If they cannot get in touch with you, they are unable to work on the problem for you.

Especially with remote support, some end-user troubleshooting may also be required. The engineer might need you to input passwords, unplug or plug in a certain cable, or test that their fix has worked as intended. You must be willing to work with them and help them to help you.

Ask for escalation

If your issue persists or you find that you are not getting the response you need, remember to escalate the issue.

Internal escalations happen all the time in support, with engineers passing tickets to more experienced team members when they are unable to resolve. If you feel this problem hasn’t been resolved within your agreed SLAs, request escalation to another engineer or to a manager.

Also keep in mind your account manager. Even if the issue is technical, if you are not receiving the response you expect, your account manager is there to work on your behalf. They can chase internally and escalate for you as the situation requires.


If you are experiencing any IT issues, please talk to us. We offer a range of support options, including remote or onsite assistance, cover for laptops, desktops, servers, cloud platforms, and more.

Click here to contact our team

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