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 Email 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.