Who should you contact when an IT issue occurs? How to create an internal workflow

"My PC suddenly stopped working, but I don't know who to tell."
"There was no one in charge of IT issues, so everyone was running around in circles."
"I called the president for now, but the president was also at a loss."

There are a surprising number of companies that have not decided "who to report to, what to report, and how to report it" when an IT issue occurs.

If the contact point is not clear when a problem occurs, a vicious cycle occurs where reports are delayed, responses are reactive, and damage spreads. Conversely, just deciding on one simple contact workflow can dramatically change your initial response in an emergency.

You don't need a complicated system.
Read this article and try to create the framework for your internal workflow by the end of the day.

1. Why is a "reporting workflow" necessary?

There are two main types of IT issues.

Minor issues (minimal impact on business)

• PC is running slow or has frozen

• Cannot connect to the printer

• Forgot password and cannot log in

Major issues (impacts the entire company or business partners)

• Suspected ransomware infection or unauthorized access

• Possibility of customer information or internal data leakage

• Entire internal system has become unusable

• Loss or theft of a PC

If you treat these two types with the same response, there is a danger that you will treat major issues too lightly.You need a system that changes the reporting destination and response speed depending on the severity of the issue.

2. How to create an internal workflow: 3 steps

Step 1: Decide who to report to

First, clarify "who to report to."
This varies depending on the size of the company, but please use the following as a reference.

Companies with IT staff
→ The primary reporting contact is the IT staff. Major issues should also be reported to management simultaneously.

Companies without dedicated IT staff (many SMEs)
→ The first point of contact should be your direct supervisor or management.
Also, share the contact information for external IT support companies as a set.

The key is to also decide on a 'backup contact person for when the person in charge is away'.
To prevent situations where response is delayed because the person in charge was on leave, always prepare a backup contact.

Step 2: Classify the severity of the issue

If you treat all issues with the same level of urgency, the response process will become chaotic.
Establishing the following classifications will make it easier for staff on the ground to make decisions.

🔴 Urgent (Requires immediate reporting and response)

• Suspected unauthorized access or information leakage

• Suspected ransomware infection

• Loss or theft of a PC

• Total system outage

🟡 Normal (Report and respond within the same day)

• Specific software is not working

• Emails or chats are not being received

• Printer or peripheral device issues

🟢 Minor (Report and respond by the next business day)

• PC is running slowly

• Forgot password

• Screen display is abnormal

Step 3: Decide on 'how to communicate' when reporting

Vague reports like 'something is wrong' make it impossible for the support team to act. Decide in advance on the minimum information to provide when reporting.

5 items to include when reporting:

1. When you noticed it

2. Which device or system is affected

3. What the symptoms are (e.g., what is displayed on the screen)

4. What you were doing right before it happened

5. Whether personal or confidential information is involved

Having these five items ready will significantly speed up the initial response from the support team.

3. Summarize the workflow on a single sheet of paper and share it with everyone

No matter how good a workflow you create, it is meaningless if not all employees know about it. Share the created workflow using the following methods:

• Post it in a visible place in the office (e.g., next to desks, in the break room)

• Place it at the top of the shared folder (so it can be checked at any time)

• Incorporate it into new employee training (explain it upon hiring)

Try to keep the workflow to a single A4 page.
Complex manuals are difficult to read when you are in a rush.
A single sheet that says 'Look here if you are in trouble' works best.

4. Consider collaborating with an external IT support company

In small and medium-sized enterprises without dedicated IT staff, there is a risk that 'no one can respond' when a major issue occurs.
By having a contract or consultation relationship with an external IT support company in advance, you can receive prompt support when needed.

Points to check:

• Emergency contact information and response hours

• Whether remote support is available

• Whether on-site support is available (service area)

• Whether it is a monthly contract or spot support

A characteristic of IT issues is that it is often too late to look for help after something has already happened.
Having an external partner you can consult with during normal times is the key to IT management for small and medium-sized enterprises.

Summary: The golden rules for workflows are "keep it simple, ensure everyone knows it, and make it easily accessible."

What determines the initial response to an IT issue is not technical skill, but "whether a workflow is in place that allows anyone to act without hesitation."

Start by summarizing just the "emergency contact information and the 5 reporting items" on a single sheet of paper and posting it within the office. That alone will make a surprising difference in how you handle the next issue that arises.

📖 Recommended reading

💬 Contact us here

At IT Work Lab, we provide support for small and medium-sized enterprises, including:

• Support for developing and creating IT issue response workflows

• Emergency support as an external IT representative

• Reviewing and organizing overall internal IT rules

If your company is worried because you don't have an IT person, please feel free to consult with us.