Want Fast Computer Fixes? How to Report Problems to Your IT Team

Get your computer fixed quickly by reporting problems to your IT team, effectively. Clarify the issue, try simple troubleshooting, gather information, and use the right support channels to report problems.

As an outsourced IT provider, our job is to keep business technology running smoothly. The first challenge for us is to figure out the root cause of any problem. Technology has become so sophisticated and interconnected that figuring out the source of any problem has become more complicated.

You can get your computer problems fixed faster if you know the best way to report problems to your IT team. Here are our recommendations on how to effectively communicate your tech problems to ensure they are addressed efficiently.

1. Clarify the problem

Before reaching out to your IT team, take a moment to pinpoint the exact issue. Try to figure out:

1. What were you expecting to happen? What is not working as expected?
2. When did you notice the problem for the first time?
3. What are you doing when the problem happens?
4. Is the issue related to a particular software program?
5. If you’re on an Internet browser, which one are you using? (Edge, Chrome, Firefox)
6. Does the same problem happen on a different computer?
7. Does the problem happen on mobile devices?
8. Does the issue happen for one user or are multiple users impacted?
9. Have there been recent changes made to your system or software?

Being clear about the problem helps the IT team diagnose and fix your issue faster.

2. Try simple troubleshooting

When we say try simple troubleshooting, we mean SIMPLE. Know the extent of your technical expertise. You can do more harm than good by trying to fix the problem yourself. We’ve had clients change important settings and overwrite data, which makes fixing the problem even more complex (and expensive).

To start, troubleshoot the issue yourself:

1. Check whether the computer and monitor are plugged in and turned on
2. Try using a different device, website, or browser
3. See whether you have internet connectivity to your office, building or city
4. Reboot the system
5. Do a Google search to see if others are reporting a similar problem

Tell your IT team about anything you’ve tried. This will help us diagnose your computer problem faster.

3. Gather information

Provide as much detail as possible. Include:

1. Error messages: Note any specific error messages or codes
2. Screenshots or Loom videos: Capture screenshots or videos of the issue
3. Steps to reproduce: Describe the steps you took leading up to the problem
4. Anything you’ve tried: Tell us what you’ve learned attempting to fix the issue on your own

4. Prioritize the issue

Communicate the urgency of the problem. Is it a minor inconvenience, is it preventing you from doing your work, or are other employees and customers impacted? Use a clear priority system:

• Critical: System-wide outage, preventing all work
• High: Significant impact on work, with no workaround
• Medium: Affecting productivity but with a temporary workaround
• Low: Minor issues with little to no impact on work

5. Use the right support channels

Here at Eclipse Consulting, clients can email or call for support. However, for urgent and after-hours support needs, we ask clients to call our office so we can triage the situation and route you to the right technician.

Some of our clients want an internal staff member to do the initial troubleshooting, so we keep a list of authorized users for every client. You IT Team may have their own reporting steps, including using:

• Helpdesk Software: Submit a ticket through your company’s helpdesk system
• Email: Send a detailed email to the IT support address
• Phone: Call the IT support hotline for urgent issues
• Chat Tools: Use internal messaging apps like Slack or Teams

Sending your support request through the right channel will get your issue addressed quickly.

6. Be patient and available

After reporting a computer issue, be available for any follow-up questions from the IT team. They might need additional information to troubleshoot effectively. Understand that complex issues might take time to resolve, and the IT team is working to prioritize and manage multiple requests.

7. Follow up as necessary

Computer issues aren’t always quickly resolved. If you aren’t getting a status update within the expected timeframe, follow up politely. If the problem reoccurs, let your IT team know. Understand that your IT team may be working on more urgent issues or are actively working on your problem.

Remember that the IT team is on your team, and even when you’re upset, it’s helpful to maintain a respectful tone.

8. Provide feedback

Once the issue is resolved, provide feedback on the support experience. Highlight what went well and suggest areas for improvement. Constructive feedback helps improve the IT support process for everyone.

Computer technical support for growing businesses

Eclipse Consulting has the personal touch of a small business but is big enough to have the technical expertise you need. Many clients choose us because they want to outsource their IT needs without expensive monthly contracts.

If you’re looking for an IT partner you can trust, we invite you to give us a try. Our team can help you with a wide range of technical consulting, software development, and technical support needs.