Getting IT Help
How to contact the IT team, raise a helpdesk ticket, and what to expect.
How to Get IT Support
Overview
The IT team supports all staff across PBR's sites. This guide explains how to reach us, what to include in your request, and what to expect.
Contact Options
| Method | When to use | Details |
|---|---|---|
| Helpdesk portal | Non-urgent requests, logging issues for follow-up | helpdesk.pbr.org.au |
| Non-urgent requests, attaching screenshots or files | helpdesk@pbr.org.au | |
| Walk-in / phone | Urgent issues blocking your work | IT office at Belgrave — ask your manager for the direct number |
How to Raise a Helpdesk Ticket
- Go to helpdesk.pbr.org.au and sign in with your PBR credentials
- Click New Ticket
- Choose the most relevant category from the list
- Enter a clear, descriptive subject line (see tips below)
- Describe the issue in the body — include as much detail as possible
- Attach any relevant screenshots or error messages
- Click Submit
You will receive an email confirmation with a ticket number. IT will respond and update the ticket as work progresses — you can reply directly to those emails to add more information.
Writing a Good Ticket
The more information you provide upfront, the faster we can help. Include:
- What you were trying to do when the problem occurred
- What happened instead (exact error message if possible)
- When it started — was it working before? Did anything change?
- Which device/application — your computer name or model, or the app name
- How urgent — is this blocking you from working, or is it a minor inconvenience?
Good vs poor subject lines
| Poor | Better |
|---|---|
| Help | Outlook not opening on my laptop since this morning |
| Computer problem | Screen goes black randomly — happens 2–3 times per day |
| Can't login | Cannot log into NetSuite — getting "invalid credentials" error |
Response Times
| Priority | Example | Target response |
|---|---|---|
| Critical | Multiple users cannot work, system-wide outage | Within 1 hour |
| High | Single user completely blocked from working | Within 4 hours |
| Normal | Issue affecting work but workaround exists | Within 1 business day |
| Low | Minor inconvenience, question, or request | Within 3 business days |
IT Helpdesk operates Monday–Friday during standard business hours. For after-hours emergencies, contact your manager who can escalate to the on-call IT contact.
Before You Log a Ticket
A few quick checks can resolve common issues without waiting:
- Restart your computer — resolves a surprising number of issues
- Check this wiki — use the search bar to look for your issue; many common questions are already documented
- Check Microsoft 365 service status — if Outlook, Teams, or OneDrive is down for everyone: status.office365.com
Checking the Status of Your Ticket
Overview
You can check the status of any ticket you have raised at any time via the helpdesk portal.
Viewing Your Tickets
- Go to helpdesk.pbr.org.au and sign in
- Click My Tickets at the top of the page
- You will see all your open and recently closed tickets
- Click on a ticket to see the full thread, including IT's responses and any updates
Ticket Statuses
| Status | Meaning |
|---|---|
| Open | Your ticket has been received and is waiting for IT to pick up |
| In Progress | An IT team member is actively working on your request |
| On Hold | We are waiting for something — either your response, a vendor, or a scheduled change window |
| Closed | The issue has been resolved |
Adding Information to an Existing Ticket
Simply reply to the email notification you received when the ticket was raised. Your reply will be added to the ticket automatically.
Alternatively, open the ticket in the portal and post a comment directly.
Reopening a Closed Ticket
If an issue comes back after being closed, reply to the closure email within 7 days and the ticket will be reopened automatically. After 7 days, please raise a new ticket and reference the old ticket number.