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It’s an all-too-common scenario: you’re in the middle of a project when the computer you’re using decides to take a little unauthorized vacation. Computer problems happen to us all—it’s just an unavoidable part of life, but also a major annoyance when so much depends on your technology running smoothly. When something breaks down or you require help with a certain task, sometimes you need to get assistance from an expert. Here are a few tips help you get the most out of interacting with your I.T. help desk support provider:
- Be Ready With Specific Details
The more information you can give the technician helping you, the easier it will be to figure out what the problem is and how best to solve it. Make a note of what happened right before your I.T. issues started. Did you download any unusual files or experience a network outage? This information could be highly relevant to the person assisting you. It could be helpful to take a few notes before contacting the help desk so you remember everything you’d like them to know.
- Know Your Type of Request
I.T. help desks typically organize their tickets into two categories: service requests and incidents. A service request is a non-emergency such as a question about data storage or a request to install new software. These can often be submitted using a service catalog or app and scheduled for a future date.
An incident is an immediate problem such as an email outage or server issue. It requires in-person help from an expert to resolve. Understanding how your request should be prioritized will help you to work with the I.T. support desk to solve your issue effectively while letting them figure out how best to prioritize various requests.
- Tell the Technician If You Have Had the Same Problem in the Past
Talking to your I.T. help desk technician is a lot like consulting with a doctor—giving all the context you can will assist the diagnosis. For example, if you let the help desk know you have lost access to the cloud server, and it’s not the first time, they can look into and fix what might be a systemic problem. In addition, there is probably a record on file at the help desk detailing how your previous request was resolved, which will help to solve the issue more quickly. Making technicians aware of repeat problems helps them to assist you more effectively while also giving them the information they need to anticipate future developments.
- Try a Self-Service Solution First
If you are experiencing a relatively common problem that others in your organization have had before, such as a synchronization failure with Outlook, for example, there may already be an announcement from your I.T. department about how to solve the problem. Check to see if the help desk has sent out any recent email blasts pertaining to the issue, because they might have the information you need.
Alternatively, you could try looking up a guided video walkthrough or user forum, as oftentimes help desk best practices advise technicians to suggest these options first, according to I.T. operations software maker Manage Engine. Usually, if your question is a fairly straightforward one such as how to access a certain software feature, there is probably a YouTube tutorial that will show you everything you need to know. Of course, if you would feel more comfortable getting advice from an expert, I.T. technicians are always there to help.
- Be Sure You Understand the Steps You Need to Take
When you’re dealing with a frustrating technology problem, it helps to stay calm and attentive as you request help finding a solution. Jot down the technician’s recommendations, and ask them to go over anything you didn’t understand in more detail. According to iSupport, a good I.T. help desk team will try to be as transparent as possible in order to keep clients informed throughout the process, helping them take an active role in their I.T. solutions. The help desk should also follow up to ensure the issue is resolved in a timely manner.
In addition, it could be helpful to ask if there are any proactive steps you can take to avoid encountering the same problem in the future. Your technician will definitely appreciate the extra effort and will probably be more than willing to offer suggestions.
- Fill out a Detailed Service Request
When submitting a service request to the help desk, make sure you provide all the relevant information on the online form whenever possible. For example, if a new employee needs to be given access to the system, be sure to include the devices the person will be using, any software to be installed, and what their specific permissions are. This cuts down on a lot of back-and-forth and allows the new employee to start working immediately. Of course, the level of automation involved in submitting I.T. help desk requests varies among companies, but whether you are filling out an online form or calling in with a question, giving as much detail as possible upfront will help speed the process and reduce headaches for technicians and clients alike.
- Don’t Be Embarrassed
Remember, your I.T. help desk is there to support you and help you get back to work—after all, they’re the experts when it comes to solving technology problems. It’s more than likely that you aren’t the first person to have trouble installing software or migrating data to the new cloud servers, and you won’t be the last. Just explain the problem clearly and in detail, and your technician should have no trouble getting you out of your technological jam.
(Photo by alanclarkdesign on Foter.com)
Getting everyday assistance with I.T. solutions should be as painless as possible. JMARK has been providing help desk support in the Tulsa, Fayetteville, and Springfield regions for thirty years. In that time we’ve learned a thing or two about how to resolve I.T. troubles efficiently and painlessly. To learn more about our award-winning support teams, contact JMARK today by calling 844-44-JMARK, via email at jmarkit@JMARK.com, or through the Contact Us page of our website.
