# 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

<table id="bkmrk-methodwhen-to-usedet"><tr><th>Method</th><th>When to use</th><th>Details</th></tr><tr><td>**Helpdesk portal**</td><td>Non-urgent requests, logging issues for follow-up</td><td>[helpdesk.pbr.org.au](https://helpdesk.pbr.org.au)</td></tr><tr><td>**Email**</td><td>Non-urgent requests, attaching screenshots or files</td><td><helpdesk@pbr.org.au></td></tr><tr><td>**Walk-in / phone**</td><td>Urgent issues blocking your work</td><td>IT office at Belgrave — ask your manager for the direct number</td></tr></table>

---

## How to Raise a Helpdesk Ticket

1. Go to [helpdesk.pbr.org.au](https://helpdesk.pbr.org.au) and sign in with your PBR credentials
2. Click **New Ticket**
3. Choose the most relevant category from the list
4. Enter a clear, descriptive subject line (see tips below)
5. Describe the issue in the body — include as much detail as possible
6. Attach any relevant screenshots or error messages
7. 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

<table id="bkmrk-poorbetter-helpoutlo"><tr><th>Poor</th><th>Better</th></tr><tr><td>Help</td><td>Outlook not opening on my laptop since this morning</td></tr><tr><td>Computer problem</td><td>Screen goes black randomly — happens 2–3 times per day</td></tr><tr><td>Can't login</td><td>Cannot log into NetSuite — getting "invalid credentials" error</td></tr></table>

---

## Response Times

<table id="bkmrk-priorityexampletarge"><tr><th>Priority</th><th>Example</th><th>Target response</th></tr><tr><td>Critical</td><td>Multiple users cannot work, system-wide outage</td><td>Within 1 hour</td></tr><tr><td>High</td><td>Single user completely blocked from working</td><td>Within 4 hours</td></tr><tr><td>Normal</td><td>Issue affecting work but workaround exists</td><td>Within 1 business day</td></tr><tr><td>Low</td><td>Minor inconvenience, question, or request</td><td>Within 3 business days</td></tr></table>

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](https://status.office365.com)