How to Log an IT Support Call

Introduction

Logging an IT support request correctly ensures a quicker resolution and minimizes delays. This guide provides clear instructions for staff and service consumers on how to submit a request effectively.

1. Choosing the Right Method to Log a Call

You can log an IT support request through the following methods:

• Freshdesk Portal (Preferred): Submit a ticket at IT Support Helpdesk

• Email: Send an email to it.support@gleneagles.com

• Phone: Call the IT Helpdesk on 01764 910989 for urgent issues

2. Providing the Right Information

To help IT resolve your issue faster, include the following details:

• Your Name and Contact Details (Email and Phone Number)

• Department and Location (Where the issue is occurring)

• Affected System or Service (E.g., Laptop, Wi-Fi, Email, Business Application)

• Detailed Issue Description

  • What is happening?

  • When did the issue start?

  • Any error messages?

  • Any steps you’ve already taken to resolve it?

• Priority Level

  • High Priority (Urgent Impact) – System or service is completely down, affecting multiple users.

  • Medium Priority – Partial disruption, with workarounds available.

  • Low Priority – Minor inconvenience, such as a request for software installation.

3. Tracking Your Request

• Once logged, you will receive an email confirmation with a ticket number.

• You can track the status of your request via the Freshdesk Portal.

• IT Support will aim to provide updates approx. every two working days until resolution.

4. Escalation Process

If your issue is not resolved within the expected timeframe:

• Reply to your ticket requesting an update.

• Contact the IT Helpdesk for escalation.

• High-priority incidents will be escalated to IT managers as required.

5. Best Practices

• Log all issues promptly to avoid delays.

• Provide clear and complete information to speed up resolution.

• Avoid logging multiple tickets for the same issue; instead, follow up on your existing ticket.

Conclusion

By following this process, you help IT resolve issues efficiently, ensuring minimal disruption to your work. If you have any questions, feel free to contact the IT Support team.