An ill-timed technical problem can completely throw off your workday, especially if you work entirely online. Even a small IT problem could hinder collaboration with your team and push back important deadlines. The faster you report your IT issue, the faster you can get back up and running again. Here’s how to properly report technical problems so that your IT team can help you effectively and efficiently.
Retrace Your Digital Steps
Before you file a report, start by retracing the steps you took leading up to the IT issue. Note the task you were trying to complete, the program you were using, and the actions you took. Write these steps down so you have them for reference when filing the report.
The more specific you can be with this timeline, the better. A detailed step-by-step list will help your IT team determine exactly what happened. They’ll be able to take concrete action right away, rather than starting from scratch. In some cases, the process of retracing your steps may even help you figure out the problem on your own.
Take Screenshots or Videos of the Problem
If possible, take a screenshot or video of the issue. If you opt for a screenshot, make sure to clearly label it and save it somewhere that’s easy to find. The last thing you want is for your screenshot to get lost in the shuffle of back-and-forth emails. You may also want to mark up or highlight information on the screenshot to better illustrate the problem you’re having.
Taking a video of the problem is an even more effective way to show your IT team exactly what’s going on. A screen recorder is the simplest way to capture the issue on video. You can even add a voiceover for more context. Capturing these visuals makes for clearer communication, especially if you’re not sure how to describe the problem using technical language.
Find The Right IT Support Contact
Once you’ve gathered your evidence, it’s time to report the incident. Review your company’s policies regarding IT reports to ensure that you’re going through the correct channels. In many cases, your in-house IT team will be able to help you. However, you may need to contact a third-party support team for specific software issues. If you need to reach out to a third party, be sure to protect your personal or sensitive information.
Within your company’s IT team, you may need to reach out to a specific person based on the issue you’re having. The process of filing a report may also be different for remote and in-person work. Taking the time to find the right contact will help you avoid unnecessary emails and calls.
Reach Out To Others Who May Be Affected
Chances are, you’re not the only one experiencing this issue. Before filing your report, reach out to coworkers or clients who may also be having problems. Ask about their issues and be sure to note them down when you make your report. Sending one report for your team will be much more efficient than having everyone send separate reports. Chances are, there’s a system-wide problem that needs to be addressed.
In some cases, an IT glitch will prohibit you from working for an extended period of time. If this happens, get in touch with your supervisor, coworkers, and clients to let them know. Reschedule deadlines and meetings, if necessary, and brainstorm alternative working solutions.
Send A Detailed Report
Once you’ve collected the necessary information, it’s time to assemble and send your report. Email is usually the easiest way to report IT issues. Some teams may have you fill out an online form rather than sending an email. If your issue is particularly urgent, you may also need to call an IT professional directly.
In your report, share a detailed description of what happened and any visuals you captured. Specify whether it is a one-time problem or a recurring issue. You should also note the urgency of the problem. Finally, make sure to provide accurate contact information so that the team can get in touch with you. Be available to answer questions and provide more information as necessary.
Learn For Next Time
When the IT team does fix the problem, be sure to ask what happened and why. In some cases, you may be able to prevent future glitches yourself. Talk to the IT team to see if there are any changes to make or signs to watch out for.
Even after the problem is resolved, be sure to stay on top of the latest recommendations from your IT team. Update your devices regularly and watch out for cybersecurity threats. Being vigilant can help you avoid glitches in the future, even if you’re not particularly tech-savvy.
Everyone experiences IT problems from time to time, no matter how tech-savvy you are. Clear communication with your organization’s IT team will help you get your technical issues resolved more quickly. When reporting your IT issues, try to be as detailed as possible. A detailed account of what happened is essential to figuring out what happened and why.