How to report an IT problem so it gets fixed faster

What to include

• What you were trying to do. “Open the March invoices in the accounting software.”
• What happened instead. “It showed an error and closed.”
• The exact error message. A screenshot is best. On Windows, press Windows key + Shift + S to capture part of the screen.
• When it started, and whether anything changed just before: an update, a new device, a move to a different desk.
• Who else is affected. Just you, your team or the whole office?
• What you have tried, such as restarting.
• How urgent it is and why. “I can’t send the payroll file due at 3pm” helps IT prioritize.
• The best way to reach you, and when you are available.

A good example

“Since this morning, Outlook on my laptop won’t open. It shows ‘Cannot start Microsoft Outlook’ (screenshot attached). I restarted twice. Colleagues are fine. I have client calls all afternoon, so email on my phone is getting me by. Call my mobile.”

One request per problem

If you have two unrelated issues, report them separately. They may go to different people, and neither gets lost in the other.