The last that you want is to receive support that only solves half the problem because the issue submitted was not fully detailed, this just causes a host of extra problems neither party are going to appreciate.

 

1. Explain the Issue

information fileWhenever you submit or call in a ticket, in order to receive the best IT support, your best strategy is to provide our team with as much background information as you can. More description is better than less. For instance, if you can’t get online, providing details like how long you’ve been offline, what you were doing prior to encountering the issue and whether anyone else in the office is experiencing the same issue can help us paint a full picture and deliver support as efficiently as possible.

 

2. Replicate the Issue

error messageIt is also in your best interest to replicate the issue you’re calling in before contacting our IT support team. What will really help is showing us the specific error message that pops up while you are attempting a computer task, for example. 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 how exactly you generated that error will definitely help us resolve your issue with minimum pain.

 

3. Take Screenshots

take screenshotsTaking a screen capture of the issue is one of the best things that you can do, especially when 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. If you use a Mac, take a screenshot by holding down Command+Shift+3. 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.

 

Got a problem? We’re here for you! Your ticket will go straight into one of our engineers work queue when you email it in to tickets@it-positive.co.uk, alternatively, we’ll do this for you when you give us a call on 01376 653 115.

STOP STRESSING AND CALL THE EXPERTS

Witham Main Office – 01376 653115
Unit 3 Little Braxted Hall
Little Braxted
Witham
Essex
CM8 3EU

Chelmsford Office – 01245 807484
43 Rushleydale
Springfield
Chelmsford
CM1 6JX

IT Positive Copyright 2018. All rights reserved.
Designed and hosted by IT Positive - 01376 653115. Find us on Google+
Usage Policy | Privacy Notice | Terms and Conditions