In the three months that I have been with Mittera as an IT Support Specialist, I’ve never heard my coworkers complain that a user included too much information in a Helpdesk ticket. We rely implicitly on communication for troubleshooting the root of problems and offer timely solutions. Improper communication in either direction leads to more problems, delayed resolutions, and frustrated employees.
It starts with the subject.
In a few words, the subject should give us an idea of the issue. We work in a queue, so if all tickets are titled “help” or “computer broken” or “urgent” it makes it very difficult to prioritize and delegate tickets. Additionally, we organize and tag tickets, so we can refer to them by keywords. Keeping subjects clean, concise, and relevant helps us help you.
The body of the message/ticket should include as much information as possible regarding the issue for troubleshooting purposes. We simply cannot troubleshoot an issue when the only information we have is that the computer isn’t working. Again, the more information you include in the original ticket, the less time and resources are used going back and forth to identify the solution. Ask yourself these questions to help you include necessary information in your ticket: What are you trying to accomplish? What is preventing you from accomplishing that task? If there is an error message, attach a screenshot.
You’d be surprised how many issues can be resolved by simply restarting or logging out and logging back in. Restarting the computer clears out memory and cache settings and ideally should be done once per week. If you are having an issue with program, or slow machine, the first place to start is a reboot.
Helpdesk technicians should explain the solution to avoid recurring issues in the future. If we aren’t helping users understand the steps we take to find a solution, then we aren’t really resolving the issue. Educating users also educates technicians by identifying common issues and the potential need for training.
We’re here to support.
Helpdesk is a service and our job is to help you, so please don’t hesitate to contact us if you need assistance. We all have our own roles within a company, and we don’t expect users to be computer experts. It’s important that we work together and communicate effectively to find timely solutions.
Cole Horsman – IT Support Specialist – MITTERA