This Standard Operating Procedure (SOP) guides you through common IT troubleshooting steps before escalating to the IT team. Following these steps can solve most basic tech issues quickly and keep you productive.
💻 Step 1: Identify the Problem
- What device or app is affected? (Laptop, email, printer, internet, etc.)
- What exactly is happening? (Error messages, slow performance, can’t connect, etc.)
- When did the issue start? Has anything changed recently?
🔄 Step 2: Basic Troubleshooting
- Restart the device or application
- Check cables and connections
- Make sure Wi-Fi is connected and working
- Log out and log back in
- Try a different device if possible
- Ensure all software is up to date
📋 Step 3: Gather Information
- Note down error messages (take screenshots if possible)
- Record steps you’ve already tried
- Find your device ID, operating system version, or other relevant details
📨 Step 4: Escalate to IT (If Issue Persists)
- Open an IT support ticket ([support portal link])
- Include all details and what you’ve already tried
- Attach screenshots or photos of the problem
- For urgent issues (system outages, security risks), call the IT hotline: [phone number]
🚩 Emergency Situations
- Data loss or suspected breach: Immediately contact IT by phone
- Hardware damage: Power off the device and notify IT
❓ FAQ
Q: What if I can’t access the IT portal?
A: Call the IT hotline or email [IT support address].
Q: Is there a checklist for new device setup?
A: Yes! See the “New Device Setup Checklist” page in this wiki.