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