Record the failure
- Note the make, exact model, asset tag, and warranty status if known.
- Describe the failing task and when it last worked.
- Record error messages, recent changes, and whether the issue happens on battery, a charger, or a dock.
- List accessories required to reproduce the problem.
For intermittent failures, a timestamp and a short description of what was happening are more useful than “sometimes slow.” Do not include passwords in a ticket or taped to the device.
Protect work before repair
Confirm where current files are stored and whether a usable backup exists. Check whether local folders contain work that has not synchronized. Have the authorized administrator confirm access to recovery information where device encryption is used.
The NCSC’s backup guidance for small organisations provides a useful reference for checking the backup arrangement and whether files can be restored before repair.
Tell the repair provider what data must be retained and whether reinstalling the operating system requires separate approval. If the device shows physical battery swelling, stop using and charging it and arrange qualified handling; do not press the casing shut.
Arrange temporary access
Identify a spare device or an approved alternate workflow. Confirm the employee can sign in and use required applications. A replacement computer without the right access may not reduce downtime.
NIST’s MFA guidance can help the administrator review account protection when arranging access from a spare device.
Define the return test
Ask for the diagnosis, completed work, replaced parts, and unresolved concerns. Test the original failing task and the accessories used at work. Verify needed files, network access, and the employee’s normal applications before closing the ticket.
Use the repair-or-replace guide if the estimate raises a broader equipment decision. Contact Your Expert Tech with the symptoms and device details to discuss the next step.