IT Support
The IT Support intranet page gives employees safe first checks, prompts for describing access, device, and connection issues, and a clear path to approved support destinations.
Every employee gets a seat — priced per employee in Communications & Intranet, quoted with this template ready.
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.
Built for: Professional services · Financial services · Healthcare · Education · Manufacturing
Overview
IT Support is a 2-page intranet site with these included pages: Support, Self-service. The example opens with a short orientation, offers a resource hub for safe first checks and support-request preparation, and uses category cards to prompt employees to describe what changed. Its fictional Northstar Services copy demonstrates the intended tone without claiming to provide live support or verified company procedures.
Use the page as the front door to approved self-service instructions and support destinations. Before publishing, replace the sample links with working internal pages, request forms, or service-desk destinations; confirm that each audience can access them. Add only troubleshooting steps that IT has reviewed, and make escalation instructions easy to find when self-service does not resolve the issue. The prompts can help employees report the affected application, device, timing, error message, and whether other tools are affected.
This page is not a ticketing workflow, a complete knowledge base, or a substitute for incident communications. Do not use it as the only channel for urgent outages, security incidents, or issues requiring immediate escalation; link to the approved procedures for those cases. Avoid asking employees to disclose passwords, authentication codes, or unnecessary personal or business-sensitive information. Keep the page concise, assign a knowledge owner, and review its destinations and instructions whenever support processes change.
Standards & compliance context
- Have IT and security owners approve troubleshooting guidance against internal access-control, device-management, and information-security policies before publication.
- Do not request passwords, authentication codes, or unnecessary sensitive information in page copy or support-request prompts.
- Use the organization's approved incident-response and escalation processes for suspected security incidents or widespread service outages.
- Confirm that linked support destinations apply the organization's retention, privacy, and access-control requirements for submitted issue details.
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
Support
-
Get back to work
A compact support guide for the fictional Northstar Services team. Start with a simple check, describe what happened and gather the details your support team needs.
-
Choose your next step
Safe first checks Work through the self-service guide without changing managed settings. Troubleshooting Prepare a support request Gather the details that help support understand the issue. Getting help
-
Tell support what changed
Access Which application is affected? What exact message do you see? Device Which device are you using? When did it last work? Connection Are other tools affected? Where are you working?
-
Share the right details
Describe the impact Explain what you cannot do and who else is affected. Record the message Copy the error or attach a screenshot with private information removed. Use the approved channel Send the symptom, impact and checks through your usual company support channel. Keep passwords and verification codes out of the request.
-
Protect information while getting help
Should I send a password or verification code? Do not include passwords, recovery keys or verification codes in a support request. What if a message looks suspicious? Follow your company reporting procedure. Do not use links or contact details inside the suspicious message.
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
- Replace the fictional organization references and confirm the page title, audience, and owner with your IT service-desk lead.
- Edit each resource-hub destination to point to a tested, approved self-service guide or support-request channel available to the intended employees.
- Review every first-check instruction with the relevant IT or security owner and remove steps that change managed settings or expose sensitive information.
- Keep the access, device, and connection prompts that match your support process, and add concise approved categories only where they help employees route an issue.
- Publish the page in the employee intranet navigation and tell employees when to use self-service, submit a request, or follow an urgent-incident procedure.
- Set a review cadence, test links during each review, and update or remove guidance when systems or escalation routes change.
Best practices
- Place the most common safe first check and the approved request destination near the top of the page.
- Use resource-hub descriptions that tell employees what they will find before they open a link.
- Ask for observable details such as the affected application, exact error, device, and time the issue began.
- State clearly that employees must not share passwords or authentication codes in support requests.
- Link urgent outages and suspected security incidents to their approved escalation procedures instead of treating them as routine troubleshooting.
- Give the page a role-based knowledge owner and display a review date if your intranet supports it.
- Test every destination with an ordinary employee account so restricted or broken links are caught before launch.
- Keep the page focused on choosing a next step; move lengthy troubleshooting instructions into dedicated, maintained knowledge pages.
What this template typically catches
Issues teams running this template most often surface in practice:
Common use cases
Frequently asked questions
What does this IT Support template include?
The site includes 2 pages: Support, Self-service. It contains useful sample guidance and working links between these pages. Adapt the content to your organization and verify any external destinations before publishing.
Who should use and maintain the page?
Employees use it to choose a safe next step and gather useful details before contacting support. The IT service desk or designated knowledge owner should maintain the guidance, destinations, and escalation instructions. Assign a role-based owner so updates do not depend on one person's availability.
How often should the support page be reviewed?
Review it on a regular schedule set by your IT knowledge-management process, and whenever support channels, approved self-service steps, or escalation routes change. Check every linked destination during the review. Remove or update instructions as soon as they become unsafe or no longer match managed systems.
Does this template meet IT security or regulatory requirements?
No template alone establishes compliance or authorizes users to change managed settings. Have your security and IT owners approve the self-service steps and confirm that request guidance does not invite employees to share passwords, authentication codes, or unnecessary sensitive data. Apply your organization's security policies and any requirements relevant to its systems and industry.
What should employees include when reporting an issue?
Ask them to identify the affected application or device, describe the exact error, say when the issue began or last worked, and note whether other tools or locations are affected. They should use the approved support destination for the actual request. They should not include passwords, one-time codes, or sensitive information in a general page or ticket.
Can we customize the page for different teams or support services?
Yes. Replace the fictional Northstar Services example with your organization's support terminology, approved destinations, and safe first checks. Add only the categories employees need to route common issues, and use separate pages or role-based links if different audiences have different support paths. Keep the main page focused on choosing a next step.
Does the template connect to a ticketing system?
The example provides page links, but it does not itself create tickets or connect to a service-management system. Point the relevant resource-hub item to an approved request form, portal, or support page in your environment. Test access for the intended audience before publishing.
How is this better than an ad hoc support page?
The page brings safe first checks, request-preparation guidance, and issue-category prompts into one scannable starting point. That makes it easier for employees to find the right path and provide actionable context than a long list of contacts or unstructured instructions. It still depends on an owner keeping destinations and guidance current.
Related templates
Go deeper on the topic
-
A modern intranet is a specific surface — typically the home-base destination where employees get company news, find policies, and access key apps. A digital...
-
Two-way communication is the practice of not just sending messages to employees but hearing and responding to what they send back — at scale, across...
-
A town hall meeting (also called an all-hands) is a company-wide gathering where leadership communicates with the whole organization — usually monthly or...
-
A system of record (SoR) is the authoritative source of truth for a domain — employee data, financial data, customer data. It is transactional, auditable,...
-
Most tools stop at delivery. Learn why internal communication must prove reach, acknowledgment, and action to drive real results.
-
See how symplr embedded a consistent, culture-coded rewards and recognition program directly into their MangoApps intranet — no new tools, no extra logins.
-
Boost social intranet adoption with 4 proven tips to improve employee engagement, drive usage, and maximize enterprise software ROI.
-
Discover how modern internal communication platforms help banks eliminate email overload, secure sensitive data, and boost employee engagement across every...
Ready to use this template?
Every employee gets a seat. Request pricing for Communications & Intranet and we quote into a workspace with IT Support ready.
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.
