What should an employee include in a remote support request?

Describe the task, application, symptoms and when the problem began. Explain whether work is blocked or there is an approved workaround. Avoid sending passwords or confidential records in the initial request. The support team can then agree an appropriate way to collect any sensitive diagnostic information needed for the investigation.

Should staff use a personal computer when a work device fails?

That depends on the organization’s device and access policies. Agree an approved fallback before a failure occurs, including what information may be accessed and who supports the equipment. Staff should not have to improvise with personal email, shared passwords or an unapproved device simply to keep working.

Remote Work: Make Device Problems Easy to Report

This guide was originally published on 2022-03-24. Its guidance was substantially updated on October 2, 2026.

Ask what happens during the working day

A useful support request describes the application, the symptom and the task that cannot be completed. Ask when it started and whether it affects other approved devices or locations. Staff should not need to collect passwords, customer records or sensitive screenshots to make an initial request.

For example, repeated video-call interruptions might involve the connection, application, accessories or computer. Collect enough information to investigate before assuming a replacement laptop will solve it.

Define ownership before equipment fails

Record which devices belong to the business, who can authorize repair or replacement and whether a spare is available. For personal equipment, make the boundary explicit: what work is permitted, what support is available and what happens to business information when the device leaves use.

Employees should know the approved alternative if their normal device is unavailable. A personal email account or an unreviewed file-sharing service should not become the default workaround simply because there is no documented option.

Include the data in the handoff

CISA’s device-data guidance covers backups and protecting stored information. Before repair, replacement or disposal, determine where business files are held and who is responsible for protecting and transferring them. A device return process should also address access and any locally stored information.

Use recurring support issues to inform equipment planning. The goal is a supported working arrangement and a known route for help, not a promise that every employee needs identical hardware.

Talk through the next step

Our team looks after 1,200+ managed devices for our clients. Book a 30-minute call with our North Canton team about how your remote staff report device problems.

Reference: official guidance.