How to handle IT requests without an IT department

At most small businesses, "IT" is whoever's good with computers, or a tech who comes in once a week. Requests arrive by text, by shout and by sticky note on the monitor. Here's a lightweight way to run it without an enterprise service desk.

1. One place for every IT request

Ask four questions, nothing more:

• Request type: new equipment, login or password, access, or something broken.
• Details: what happened and what you were trying to do.
• Screenshots: the error message saves a round of questions.
• Priority is for whoever handles IT to set, not the requester.

Share the form link with the team, and put a QR code on the printer and the front-desk computer.

2. Three priorities are enough

• High: someone can't work, or customers are affected (the card reader is down).
• Normal: annoying but there's a workaround.
• Low: nice to have, like a new keyboard.

3. Show what's actually on you

Requests move through Triage → In progress → Waiting on requester → Resolved. The waiting step matters: when you've asked for a password reset code or a model number, park the ticket there, and your list shows only what's really yours to do.

4. Confirm before you close

The Resolved step is "confirm it's fixed with the requester." A quick "working now?" before closing prevents the same ticket coming back tomorrow.

5. Keep updates automatic

The biggest complaint about informal IT is silence. Emails when a request is picked up and when it's done fix most of it.

6. Know your equipment

Log computers, printers and network gear with serial numbers and purchase dates, and attach repairs to each device. When the same printer has its fifth repair this year, the replace-or-repair decision makes itself.

Using the template

The free IT request form template includes the request types, details, screenshots and priority, plus the four steps. Your outside tech can be a member of your company and get tickets assigned like anyone else. For devices, add equipment tracking with QR labels.

New to the idea? Start with what a ticketing system is.