🔗 When to Call IT Support vs. When to DIY

DIY (try these first)

Pick DIY when the issue is:

• Small and reversible: e.g., a single app crashing, a minor display glitch, a forgotten password you can reset.
• Limited in scope: only one website/app is affected, or it’s only happening in one browser/device.
• You can safely restart/test: restarting the app or computer, checking connections, reloading a page, trying another browser, or running a built-in repair/reset.
• You have clear, low-risk steps: things like updating software, clearing app cache, checking volume/network settings, or verifying login details.

Good first steps (DIY):

1. Reboot the app (then the device if needed).
2. Check basics: internet/Wi‑Fi, cables, power, mute settings, printer power, VPN status.
3. Try a second approach: different browser, different device, or “log out/in.”
4. Apply simple updates: install pending updates or run an app repair.
5. Document what you tried (so IT doesn’t repeat work).

Call IT Support (don’t DIY)

Call IT when the issue is:

• Security- or account-related: suspicious sign-in alerts, unknown devices, repeated login failures you can’t resolve, malware warnings.
• Data or access risk: file loss, permission errors affecting shared drives, access requests/role changes, encryption/sync problems.
• System-wide or escalating: multiple apps stopped working, device won’t boot, repeated crashes after retries, sudden widespread outages.
• Hardware failure signs: no power, overheating, persistent error beeps, non-responsive ports, broken peripherals that need replacement.
• Policy-required actions: password resets or resets beyond self-service, installing approved software, network changes, certificate/VPN issues.

What to provide IT (fastest resolution):

• Device name + OS (if known)
• What you were doing when it started
• Exact error message/code (copy/paste if possible)
• Steps you already tried
• When it began and whether others are affected