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IT Help Center

The IT Help Center is a seven-page employee support site with safe troubleshooting checks, service-request guidance, illustrative service notices, and day-one IT setup. Clone it to give employees clear next steps without implying unverified support routes or live status data.

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Rolled out to every employee at AutoZone (125,000), PetSmart (50,000+), A.S. Watson and Raley's (20,000) — and at larger retailers we are not permitted to name.

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Overview

The IT Help Center is a seven-page intranet site for employee IT orientation and common support tasks. Its home page routes readers to troubleshooting, service requests, service updates, support responsibilities, day-one setup, and self-service. The troubleshooting and self-service pages focus on observable symptoms, safe first checks, and when to stop. The request guide shows employees how to describe an issue, include useful evidence, list checks already tried, and explain work impact. A fictional Northstar Services example illustrates the writing without presenting its sample notices, messages, or support roles as live company facts.

Use this template when employees need a clear starting point for routine IT questions and your organization can supply verified support routes and setup instructions. The day-one page is written for office and frontline employees, but explicitly notes that access and steps can differ by role and location. The service-update page helps readers interpret a notice within its stated scope; its banner and announcement are static examples, not a connected status feed. The service-request form embed and employee directory also need configuration before they can provide live functionality.

Do not publish the sample instructions as authoritative policy, use the site as an incident-response system, or imply that it submits tickets or reports live service health. Replace fictional details, verify all account and security guidance, and connect employees to the approved channels. Keep one authoritative home for shared procedures, assign page and notice owners, and update pages when routes or services change. For urgent or risky situations, the template directs employees to stop self-service and use a confirmed support route rather than guess at a fix.

Standards & compliance context

The template's reminders not to share passwords or verification codes support safer account handling, but do not replace your organization's security policy or incident response process.
Have security and IT owners verify account recovery, MFA, device, and escalation instructions against the controls and policies that actually apply to your organization.
Review the published pages and configured embeds against WCAG 2.1 AA accessibility expectations, including keyboard operation, labels, contrast, and meaningful link text.
The example status messages and Northstar procedures are fictional; do not treat them as evidence of a current incident, tested workflow, or regulatory compliance.

General regulatory context for orientation only — verify current requirements with counsel or the relevant agency before relying on this template for compliance.

What's inside this template

IT Help Center

IT Help Center
Find a safe first check, prepare a useful support request, or review service updates. This fictional Northstar Services example shows how a large organization can organize employee-facing IT help. Choose the task that matches what you need.
Choose your next step
These employee-facing guides cover common support tasks. Troubleshoot an issue Capture symptoms and try only low-risk checks. Prepare a service request Gather the issue, evidence, checks, and work impact. Check service updates Learn what an owner-maintained notice does and does not tell you. Find support responsibilities Understand the support roles and find an approved route. Getting Started with IT Accounts, MFA, devices, Wi-Fi and core apps on day one. Self-service Fix common issues yourself before raising a request.
Keep self-service low risk
Observe and record what happened; try only simple, reversible checks that cannot risk saved work, data, or account access. Do not share passwords or verification codes. Stop and use an approved support route if the next step is unclear or could affect security or data.

Troubleshooting Guides

Start by recording what happened
Note the affected app, device, or service; the task you were doing; the exact message; and when it occurred. Use only checks that cannot risk data, access, or security. If you suspect account compromise or the next action could change data, stop and use an approved support route.
Fixes by device
Laptop Slow or frozen Save your work, restart, and check for updates before calling. Phone App won't sign in Update the app, then sign out and back in. Shared kiosk Screen unresponsive Tell your supervisor; don't power-cycle a kiosk mid-shift.
Capture useful diagnostic details
Record what you can observe; do not guess at a technical cause. What is affected? Name the device, app, or service and the task that fails. If it is safe, note whether an unrelated app or service still works. What do you see? Copy the exact error text or describe the visible behavior. If a screenshot helps, remove private information before sharing it. When did it begin, and does it repeat? Record the approximate time and whether it happened once or more than once. Do not retry an action that could submit a duplicate transaction or change data. What changed beforehand? Note relevant changes you know about, such as a device, app, work location, or network change. Do not install software or alter security settings as an experiment.
Try only a low-risk first check
Skip any step that could put work, data, or account access at risk. Capture the symptom Write down the affected device or service, the task, the exact message, and the approximate time. Check whether a retry is safe Retry only if it cannot submit something twice or change data. Note whether the result is the same. Reopen the app only when safe If there is no unsaved work and no risk of a duplicate action, close and reopen the affected app once, then check whether the issue remains. Stop when the next step is uncertain Do not bypass security prompts, share credentials, or reset or delete data. Use the approved support route if the issue continues or a safe next check is not clear.
Carry observations into a request
Describe the work impact without adding passwords, verification codes, or unnecessary sensitive information. Prepare a service request Include the affected device or service, task, exact message, approximate start time, whether the issue repeats, and the safe checks you tried.

Service Requests

Make the request actionable
Describe the task or issue, what is affected, what you observed, which safe checks you tried, and how work is affected. Send those details through your organization's approved service-request channel; this guide does not submit a request.
Gather the details support needs
Share only information relevant to understanding and resolving the issue. State the goal or issue Describe the task you need to complete or the problem you see in one or two specific sentences. Identify what is affected Name the device, app, or service and the work task involved. Include a device label only if your organization uses one. Record evidence Include the exact error text and approximate time. Say whether it repeats and what happens when it does. List safe checks and results Name each check and its result. Say if you stopped because the next step could risk data, access, or security. Explain the work impact Describe what work is blocked or affected and whether a safe alternative is available. Avoid guessing at a technical cause.
Request something new
A useful report is specific
Fictional Northstar Services examples; the sample app and messages are illustrative. Less useful More useful “The app is broken.” “The Northstar time-entry app showed ‘Unable to save’ when I submitted today's entry. It happened around 10:15 and repeated once.” “I tried everything.” “I closed and reopened the app with no unsaved work; the same message appeared. I stopped before changing account settings.” “Please fix this urgently.” “I cannot submit today's time entry. I can continue other work, but this task remains blocked.”
Use the related guide when needed
Troubleshooting Guides If you need to capture symptoms or decide whether a check is safe, read the Troubleshooting Guides. Contact IT Support For support responsibilities and ways to locate an approved support route, see Contact IT Support.

Service Updates

Email delays
Example: some messages are arriving up to 15 minutes late. The team is working on it; next update by 2 p.m.
Read a service notice for what it confirms
A notice is useful only for the scope it describes; do not assume it applies to a different service or location. Affected service Check which service is affected. Reported impact Check the reported impact. Latest owner update Check the latest owner update. Next update time Check whether the owner has stated when another update will be posted.
Illustrative notice
Fictional example: document previews under review Northstar Services example only: some document previews do not open, while original files remain accessible. The support owner is collecting the document type, approximate time, and visible error from affected employees. This sample notice is not a live service update.
Choose a next step
A missing next-update time is not a promise about when service will return. If no relevant verified notice appears, use your organization's approved support route and describe what you observed. Prepare the details for a request Review support responsibilities

Contact IT Support

Find an approved support route
Employee support routes are provided by your organization's approved help desk or company directory. The role cards below describe responsibilities in this fictional example; they are not named contacts or contact details. This employee-facing site contains service information, not the IT team's internal working resources.
Support responsibilities
General technology support IT Help Desk IT Support Account sign-in and access assistance Account and Access Support
Prepare a clear handoff
When using an approved channel, share these details. Do not send passwords or verification codes. Affected device or service What you were trying to do Exact error text When it happened Safe checks already tried Work impact
Organize your details
Service request guide Organize those details before you reach out. Safe troubleshooting checks Review safe troubleshooting checks.
Company directory

Getting Started with IT

Start with the recognized sign-in route
For Northstar office and frontline employees setting up access on day one Use Northstar’s recognized staff sign-in entry point for account setup or recovery. This fictional example does not provide a live sign-in link. Do not enter your password or a security code on this page, and never share a code with someone who asks for it. Northstar’s sign-in, device, Wi-Fi, and app steps are illustrative. Follow the confirmed instructions for your role and work location; if a prompt or instruction seems unexpected, stop and use the Service Desk app.
Your day-one IT setup
Complete the steps in order; follow the instructions available to your role and location. Set up account access Open the recognized staff sign-in entry point and follow its account setup instructions. If you cannot sign in, use only the recovery option offered there. Set up MFA Follow the entry point’s approved MFA instructions. Keep verification codes private and do not approve a sign-in request you did not initiate. Check your assigned device Confirm you have the device assigned for your role and can reach the sign-in screen. If the device is missing, damaged, or prompts you to install an unexpected tool, stop and contact Service Desk. Connect using your location’s Wi-Fi instructions Use the approved network guidance for your work location. Network names and access steps may differ across Northstar offices and frontline sites; do not guess or use an unapproved network. Open the core apps for your role Open the work apps listed for your role in the company’s approved app access route. App availability can differ for office and frontline employees; ask Service Desk if an expected app is missing.
If account or MFA setup does not work
Use only the approved recovery route; stop if the instructions are unclear or unexpected. Try the recognized recovery option If you can reach the recognized sign-in entry point, use its approved recovery option. Continue only if the page and instructions match the route your organization has confirmed. Use a recovery method already registered to your account, if available. Do not ask another person to receive or share a verification code for you. Account access Stop and ask for help Stop self-service if no approved recovery method is available, the instructions look unexpected, or the recovery flow cannot restore access. Do not try an unapproved workaround or share credentials. Describe the issue and the step where you stopped when contacting Service Desk. Safe handoff
How we keep your account safe
What protects your sign-in and data — and the one thing we ask of you. Two-step sign-in on every account Encrypted devices and connections Automatic security updates Report anything suspicious — we never ask for your password
Need help with access, a device, or Wi-Fi?
Use the Service Desk app in the IT Help Center hub. Northstar’s Service Desk route and response arrangements are examples; confirm the live support process before publishing. Open the Service Desk app through your organization’s established app route. Choose the available support route for your issue and include your work location, device type, and the step that failed. If you suspect an account security issue, stop signing in and report it through the organization’s established urgent support route in Service Desk.
A few checks before you begin work
These reminders help you spot a setup issue early. Northstar’s examples are not live company instructions. Device Use the device assigned to your role; report missing or damaged equipment in Service Desk. Wi-Fi Follow the approved instructions for your current work location; access can vary by site. Core apps Open the apps approved for your role; ask Service Desk if an expected app is unavailable.

Self-service

Safe first checks
A short example guide to gathering evidence before asking for help. Follow your company instructions whenever they differ from this general guide.
Work through the basics
Read the message Note the exact wording and the action that triggered it. Check the scope Identify whether one application, one device or several people are affected. Check approved notices Look for a known issue in your company status or support channel. Keep a record Write down the checks you tried and their results.
What to include
Detail Useful example Time When the issue started, including your time zone Impact The task you cannot complete Environment Application, browser and managed device type Evidence The error message with private information removed
Know when to stop
Managed settings Do not remove security tools or change managed configuration to work around a problem. Sensitive information Use the approved reporting channel if you suspect an account or device is compromised.
Return to support
Support hub Review the information to include when you ask for help.

How to use this template

Review all seven pages and replace fictional Northstar names, sample notices, illustrative error messages, and role descriptions with approved organization-specific content.
Confirm the account recovery, MFA, device, Wi-Fi, app access, support, and security escalation instructions for each employee role and work location.
Configure the service-request form embed and employee directory, and verify that each quick link and in-page link points to the intended page or approved destination.
Assign an IT content owner and relevant service owners, then set a review cadence and a change trigger for support routes, security instructions, and service notices.
Ask representative office and frontline employees to follow the navigation for a common issue and a day-one setup task, then correct confusing labels or unsafe assumptions.
Publish the site only after owners verify the content, connected blocks, accessibility, and the distinction between fictional examples and live information.

Best practices

Keep the home page focused on the six recognizable employee tasks and avoid adding internal IT team resources to its employee-facing navigation.
Use confirmed support routes and specify their scope, because a general directory or headquarters location does not establish local applicability.
Tell employees to record the exact message, affected service, approximate time, and work impact instead of guessing at a technical cause.
Preserve the stop conditions around duplicate submissions, unsaved work, account compromise, security prompts, and changes that could affect data.
Replace every sample status notice with owner-maintained information or clearly label it as an example; never let a static banner look like current operational status.
Give each shared support procedure one authoritative page and link to it from related guidance instead of copying instructions across sections.
Set an owner and review trigger for each support route and service notice, and remove or correct content when the underlying process changes.
Check that headings, tab labels, links, tables, and interactive embeds are keyboard-accessible and understandable to employees using assistive technology.

What this template typically catches

Issues teams running this template most often surface in practice:

A service-request form appears on the page but has not been connected to an approved submission route.

A static sample status banner is mistaken for a live service health update.

Employees cannot find a support route because a fictional role card or directory block was never replaced or configured.

Day-one instructions assume the same Wi-Fi, apps, devices, or recovery options apply to every role and location.

Troubleshooting guidance encourages a retry or restart without checking for unsaved work, duplicate submissions, or data risk.

Employees submit vague reports such as “the app is broken” without the affected task, exact message, time, safe checks, or work impact.

Conflicting copies of support or recovery instructions remain after the authoritative process changes.

Long guidance or unclear navigation hides the employee's immediate next step, particularly on a small screen.

Common use cases

Frontline employee onboarding

Use Getting Started with IT to orient new frontline employees to account access, MFA, assigned devices, location-specific Wi-Fi guidance, and role-approved apps. Confirm the live setup and urgent support routes for each work location before publishing.

Service desk request preparation

Direct employees with a recurring app or device issue to Troubleshooting Guides, then to Service Requests to capture evidence and work impact. The guide improves the handoff but does not submit or track a ticket by itself.

Service owner updates

Use Service Updates as a reader-facing place to explain an owner's confirmed service notice, its scope, and any stated next-update time. Replace the fictional examples with owner-maintained content or connect an actual update source through the site's supported configuration.

Distributed employee support

Use the home page and Contact IT Support to make employee support roles and next steps easier to find across office and frontline audiences. Keep routes explicit and verify local applicability rather than assuming one contact or setup process works everywhere.

Frequently asked questions

Who is this IT Help Center template for?

It is designed for employees who need to set up IT access, try safe first checks, prepare a useful request, or understand a service notice. The fictional Northstar Services example includes office and frontline employee scenarios, while noting that instructions can vary by role and location. Replace examples with confirmed guidance for your organization.

Is this a live help desk or ticket submission system?

No. The site provides employee-facing guidance, but the service-request page explicitly directs employees to use an organization-approved request channel. Its form embed must be configured if you want a request form to appear. The sample service notices are illustrative and are not connected to live service data.

Who should maintain the pages, and how often should they be reviewed?

Assign an IT content owner for the overall site and named service owners for their own notices and instructions. Review pages when a support route, approved recovery process, device policy, or service changes, and establish a regular review cadence that fits your organization. The template does not prescribe a schedule or claim that its sample content is current.

Does this template meet IT security or regulatory requirements?

It supports safer communication by telling employees not to share passwords or verification codes and to stop when a check could risk data, access, or security. It is not a compliance certification or substitute for your organization's security policies, incident response process, or applicable legal obligations. Have your security and IT owners verify the final instructions and escalation routes.

What should employees do if they suspect an account or device is compromised?

The guidance tells employees to stop self-service and use an approved support route when compromise is suspected or a next step could affect security or data. Before publishing, replace the fictional references with your confirmed urgent reporting process and make its scope clear. Do not ask employees to include passwords, verification codes, or unnecessary sensitive information in a request.

What should we customize before rollout?

Replace Northstar Services examples, sample error messages, the email-delay notice, and fictional role descriptions with confirmed organization-specific content. Configure the form embed, employee directory, approved support routes, and any service-update source your organization actually uses. Confirm the day-one account, MFA, device, Wi-Fi, and app instructions for each intended role and location.

What integrations or connected blocks does the site require?

The contact page includes an employee directory block, and the service-request page includes a form embed; these need the relevant site connections or configuration to provide live functionality. The sample status banner and announcement are static examples, not a live status feed. The quick links navigate among pages in this site, so retain or update their destinations when you change page slugs.

How should we roll out the seven-page site?

First confirm the approved support, account recovery, security escalation, and service-update routes with their owners. Configure the form and directory, then have employees test the page paths and accessibility using representative devices and roles. Publish only after owners verify the sample content and employees can identify the right next step without mistaking examples for live instructions.

Why use this instead of ad-hoc IT help articles?

The seven-page navigation separates troubleshooting, request preparation, service updates, support responsibilities, day-one setup, and self-service. Each guide carries readers toward a relevant next step, while shared safety guidance discourages risky experiments and credential sharing. Ad-hoc articles can still be linked, but should have a clear owner and authoritative home to reduce conflicting or stale instructions.

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Rolled out to every employee at AutoZone (125,000), PetSmart (50,000+), A.S. Watson and Raley's (20,000) — and at larger retailers we are not permitted to name.

7 pages IT Help Center Troubleshooting Guides Service Requests Service Updates Contact IT Support Getting Started with IT Self-service

IT Help Center IT Help Center Find a safe first check, prepare a useful support request, or review service updates. This fictional Northstar Services example shows how a large organization can organize employee-facing IT help. Choose the task that matches what you need. Choose your next step These employee-facing guides cover common support tasks. Troubleshoot an issue Capture symptoms and try only low-risk checks. Prepare a service request Gather the issue, evidence, checks, and work impact. Check service updates Learn what an owner-maintained notice does and does not tell you. Find support responsibilities Understand the support roles and find an approved route. Getting Started with IT Accounts, MFA, devices, Wi-Fi and core apps on day one. Self-service Fix common issues yourself before raising a request. Keep self-service low risk Observe and record what happened; try only simple, reversible checks that cannot risk saved work, data, or account access. Do not share passwords or verification codes. Stop and use an approved support route if the next step is unclear or could affect security or data. Troubleshooting Guides Start by recording what happened Note the affected app, device, or service; the task you were doing; the exact message; and when it occurred. Use only checks that cannot risk data, access, or security. If you suspect account compromise or the next action could change data, stop and use an approved support route. Fixes by device Laptop Slow or frozen Save your work, restart, and check for updates before calling. Phone App won't sign in Update the app, then sign out and back in. Shared kiosk Screen unresponsive Tell your supervisor; don't power-cycle a kiosk mid-shift. Capture useful diagnostic details Record what you can observe; do not guess at a technical cause. What is affected? Name the device, app, or service and the task that fails. If it is safe, note whether an unrelated app or service still works. What do you see? Copy the exact error text or describe the visible behavior. If a screenshot helps, remove private information before sharing it. When did it begin, and does it repeat? Record the approximate time and whether it happened once or more than once. Do not retry an action that could submit a duplicate transaction or change data. What changed beforehand? Note relevant changes you know about, such as a device, app, work location, or network change. Do not install software or alter security settings as an experiment. Try only a low-risk first check Skip any step that could put work, data, or account access at risk. Capture the symptom Write down the affected device or service, the task, the exact message, and the approximate time. Check whether a retry is safe Retry only if it cannot submit something twice or change data. Note whether the result is the same. Reopen the app only when safe If there is no unsaved work and no risk of a duplicate action, close and reopen the affected app once, then check whether the issue remains. Stop when the next step is uncertain Do not bypass security prompts, share credentials, or reset or delete data. Use the approved support route if the issue continues or a safe next check is not clear. Carry observations into a request Describe the work impact without adding passwords, verification codes, or unnecessary sensitive information. Prepare a service request Include the affected device or service, task, exact message, approximate start time, whether the issue repeats, and the safe checks you tried. Service Requests Make the request actionable Describe the task or issue, what is affected, what you observed, which safe checks you tried, and how work is affected. Send those details through your organization's approved service-request channel; this guide does not submit a request. Gather the details support needs Share only information relevant to understanding and resolving the issue. State the goal or issue Describe the task you need to complete or the problem you see in one or two specific sentences. Identify what is affected Name the device, app, or service and the work task involved. Include a device label only if your organization uses one. Record evidence Include the exact error text and approximate time. Say whether it repeats and what happens when it does. List safe checks and results Name each check and its result. Say if you stopped because the next step could risk data, access, or security. Explain the work impact Describe what work is blocked or affected and whether a safe alternative is available. Avoid guessing at a technical cause. Request something new A useful report is specific Fictional Northstar Services examples; the sample app and messages are illustrative. Less useful More useful “The app is broken.” “The Northstar time-entry app showed ‘Unable to save’ when I submitted today's entry. It happened around 10:15 and repeated once.” “I tried everything.” “I closed and reopened the app with no unsaved work; the same message appeared. I stopped before changing account settings.” “Please fix this urgently.” “I cannot submit today's time entry. I can continue other work, but this task remains blocked.” Use the related guide when needed Troubleshooting Guides If you need to capture symptoms or decide whether a check is safe, read the Troubleshooting Guides. Contact IT Support For support responsibilities and ways to locate an approved support route, see Contact IT Support. Service Updates Email delays Example: some messages are arriving up to 15 minutes late. The team is working on it; next update by 2 p.m. Read a service notice for what it confirms A notice is useful only for the scope it describes; do not assume it applies to a different service or location. Affected service Check which service is affected. Reported impact Check the reported impact. Latest owner update Check the latest owner update. Next update time Check whether the owner has stated when another update will be posted. Illustrative notice Fictional example: document previews under review Northstar Services example only: some document previews do not open, while original files remain accessible. The support owner is collecting the document type, approximate time, and visible error from affected employees. This sample notice is not a live service update. Choose a next step A missing next-update time is not a promise about when service will return. If no relevant verified notice appears, use your organization's approved support route and describe what you observed. Prepare the details for a request Review support responsibilities Contact IT Support Find an approved support route Employee support routes are provided by your organization's approved help desk or company directory. The role cards below describe responsibilities in this fictional example; they are not named contacts or contact details. This employee-facing site contains service information, not the IT team's internal working resources. Support responsibilities General technology support IT Help Desk IT Support Account sign-in and access assistance Account and Access Support Prepare a clear handoff When using an approved channel, share these details. Do not send passwords or verification codes. Affected device or service What you were trying to do Exact error text When it happened Safe checks already tried Work impact Organize your details Service request guide Organize those details before you reach out. Safe troubleshooting checks Review safe troubleshooting checks. Company directory Getting Started with IT Start with the recognized sign-in route For Northstar office and frontline employees setting up access on day one Use Northstar’s recognized staff sign-in entry point for account setup or recovery. This fictional example does not provide a live sign-in link. Do not enter your password or a security code on this page, and never share a code with someone who asks for it. Northstar’s sign-in, device, Wi-Fi, and app steps are illustrative. Follow the confirmed instructions for your role and work location; if a prompt or instruction seems unexpected, stop and use the Service Desk app. Your day-one IT setup Complete the steps in order; follow the instructions available to your role and location. Set up account access Open the recognized staff sign-in entry point and follow its account setup instructions. If you cannot sign in, use only the recovery option offered there. Set up MFA Follow the entry point’s approved MFA instructions. Keep verification codes private and do not approve a sign-in request you did not initiate. Check your assigned device Confirm you have the device assigned for your role and can reach the sign-in screen. If the device is missing, damaged, or prompts you to install an unexpected tool, stop and contact Service Desk. Connect using your location’s Wi-Fi instructions Use the approved network guidance for your work location. Network names and access steps may differ across Northstar offices and frontline sites; do not guess or use an unapproved network. Open the core apps for your role Open the work apps listed for your role in the company’s approved app access route. App availability can differ for office and frontline employees; ask Service Desk if an expected app is missing. If account or MFA setup does not work Use only the approved recovery route; stop if the instructions are unclear or unexpected. Try the recognized recovery option If you can reach the recognized sign-in entry point, use its approved recovery option. Continue only if the page and instructions match the route your organization has confirmed. Use a recovery method already registered to your account, if available. Do not ask another person to receive or share a verification code for you. Account access Stop and ask for help Stop self-service if no approved recovery method is available, the instructions look unexpected, or the recovery flow cannot restore access. Do not try an unapproved workaround or share credentials. Describe the issue and the step where you stopped when contacting Service Desk. Safe handoff How we keep your account safe What protects your sign-in and data — and the one thing we ask of you. Two-step sign-in on every account Encrypted devices and connections Automatic security updates Report anything suspicious — we never ask for your password Need help with access, a device, or Wi-Fi? Use the Service Desk app in the IT Help Center hub. Northstar’s Service Desk route and response arrangements are examples; confirm the live support process before publishing. Open the Service Desk app through your organization’s established app route. Choose the available support route for your issue and include your work location, device type, and the step that failed. If you suspect an account security issue, stop signing in and report it through the organization’s established urgent support route in Service Desk. A few checks before you begin work These reminders help you spot a setup issue early. Northstar’s examples are not live company instructions. Device Use the device assigned to your role; report missing or damaged equipment in Service Desk. Wi-Fi Follow the approved instructions for your current work location; access can vary by site. Core apps Open the apps approved for your role; ask Service Desk if an expected app is unavailable. Self-service Safe first checks A short example guide to gathering evidence before asking for help. Follow your company instructions whenever they differ from this general guide. Work through the basics Read the message Note the exact wording and the action that triggered it. Check the scope Identify whether one application, one device or several people are affected. Check approved notices Look for a known issue in your company status or support channel. Keep a record Write down the checks you tried and their results. What to include Detail Useful example Time When the issue started, including your time zone Impact The task you cannot complete Environment Application, browser and managed device type Evidence The error message with private information removed Know when to stop Managed settings Do not remove security tools or change managed configuration to work around a problem. Sensitive information Use the approved reporting channel if you suspect an account or device is compromised. Return to support Support hub Review the information to include when you ask for help.