Did you know that the way you ask for help is a key component in how quickly your issue can be resolved?
Your submissions should contain enough detail that we can determine the likely severity of the problem (so we know how to prioritize your request) and allow us to do some research prior to our first response. This information is necessary so if you do not provide it in the initial request, either by email or phone, you will be asked for it but that extra interaction could cost valuable minutes or hours.
In order to help you please consider providing information such as:
Who you are, how do we reach you
if you have an email signature, then most of this information is done but if you're on a personal email, are away from your regular phone/email, please let us know right away where/how we can get in touch with you if needed
What is the reason for the request
You would be surprised how many requests simply say "printer" and follow up with "I need a printer installed on my computer". A technician services many clients and customers and assumptions and recollections can slow the process. This is made significantly better by offering slightly more details like "Installation of new printer" and "I would like to get a new HP LaserJet XXXX installed on my work Lenovo Laptop" Our tech can look up your account (if we manage your device) remotely, get to the appropriate printer drivers and information and be ready to handle your request right away with the first contact.
Note: The subject line also helps you (and your company management) find and old issue when you utilize our helpdesk online portal or need to reference the kinds of events happening at your location.
Urgent or Low priority?
Believe it or not, when everything is marked as urgent, then nothing is urgent. Our technicians will do the best they can to determine the severity of your issue. This determination dictates our actions and response times but also impacts other work being done. To help you communicate that priority, please consider the following:
Service not available (all users and functions unavailable, the company or location is not able to get any work done)
Example: Internet or phone service is down at your location, complete work stoppage
Significant degradation of service (large number of users or business critical functions affected)
Example: A primary system or software is offline or not functioning, teams cannot continue to work or are significantly impacted.
Limited degradation of service (limited number of users or functions affected, business process can continue).
Example: A departmental printer is acting odd or offline but the team can work without it for a short while or print to another location
Small service degradation (business process can continue, single user affected ).
Example: These are items that are small irritations/errors or additional requests for access, documentation, new installation of hard/software etc.