We know that IT issues are no fun and can put a halt on your business operations. That’s why we came up with these 3 tips to help you effectively communicate with your IT Team to get your issues resolved quickly!
1. Explain the Issue
Whenever you submit or call in a ticket, your best strategy should be to provide our team with as much background information as you can. The more descriptive you can be the better! For instance, if you can’t get online, provide details like how long you’ve been offline, what you were doing prior to encountering the issue, if there was an error message, what the message says, and whether anyone else in the office is experiencing the same problem. This information can help us paint a full picture and deliver support as efficiently as possible.
When we take tickets, our team has a standard list of questions that they ask to better understand our client’s issues. These questions were made to help us gather more descriptive information organically which gives the techs as much background as possible before they give you a call. We may ask “what devices are affected” to gauge if the issue is only a laptop issue or affecting a printer as well. When you call, you might be solely focused on your malfunctioning laptop so you may forget to mention that the printer is having issues too!
It is very beneficial for Managed Service Providers to develop a standard list of questions to ask their client’s when they submit tickets. One question that should always be asked is, “have you already tried rebooting the computer?” Rebooting can fix a litany of problems and sometimes people forget to take that first step when things go wrong.
2. Replicate the Issue
If possible, it’s very beneficial to replicate the issue you’re calling in before contacting our IT support team. For example, what will really help is showing us the specific error message that pops up while you are attempting a computer task. Sharing that error message and what prompted it will help us get to the root of the problem and help you faster. While we understand that not all issues, like slow computer speed, can be recreated, and the error that you are encountering may not happen every time, knowing exactly how you generated that error will help us resolve your issue with minimum pain.
Take this client for example. They called us and explained their issues thoroughly and as a result, our team was able to go on site and evaluate them with the proper background information to set them up with the right gear the first time!
“We are very happy that we contacted RMON Networks to help us update our aging technology. It was starting to impact our day to day business activities. Our internet connection was sluggish, we were still running Windows 7 and our existing network closet wiring was in disarray. RMON Networks came in and evaluated our current environment and proposed a thorough solution to increase our productivity and network security. The entire project went very smoothly. Their use of build sheets really helped us understand the scope of work that needed to be done, which we greatly appreciated. Tyler, our tech, really cared about our success and making sure everything was right before he left. Since RMON Networks completed our project our internet is significantly more stable, our new computers are lightning fast, and our new network cabinet is highly organized.”
Deb Burns – New England Inns & Resorts Association, North Hampton, NH
3. Take Screenshots
Taking a screen capture of the issue is one of the best things that you can do! When you get an error message on your computer, your first instinct should be to take a screenshot, especially when you plan on emailing in a problem to your support representative. If you use a PC, open the START menu and search for “Snipping Tool.” After opening this up, your screen will freeze, letting you take a quick snippet of the issue or error that is happening. It is smart to pin this tool to your dashboard for easy access. If you use a Mac, take a screenshot by holding down Command+Shift+4 and then using your cursor to make a square around the image you want to capture. In the same way that the other two steps speed up issue resolution, taking screenshots will help us get a head start on troubleshooting, restoring your network and allowing you to resume normal business operations.