Tips to Provide Better IT Support

The IT department is a vital part of many companies’ systems. It acts as the company’s backbone and nerve centre, ensuring that information flows smoothly across the organization. The IT department is a key position within the company hierarchy. Although it does not have to be directly related to the main operations of the company (indeed all companies have IT departments from fashion to food), its task is not separate from other departments. Focustechs collaborates with the IT Support Skelmersdale to ensure that we are able to draw on a vast understanding of. We solely focus on offering managed technology services and strategies for medium and small companies across the UK and Ireland.

Although IT staff are not subordinates to employees, they still maintain a customer service role. Any IT department within a company should be able to provide IT support for employees. This helps employees to be more productive and efficient. How can they do this job better? These are 10 tips that every IT department should take into consideration. IT work has its pitfalls.

Get a Ticket System

Large companies that offer technical support to clients often use a ticket system to track their tasks and track progress. A simple ticket system, even if internal, can be used to organize the department and ensure that technicians don’t lose track of what’s important. A ticket system must be able to respond automatically with a ticket number and include a field called “notes” so technicians can keep track of important information.

An email address dedicated to you

Many companies might not have the funds or desire to create a fully functioning ticket system. An alternative is to create a dedicated email address with support questions and an auto-responder for any new emails.

Send fewer emails

Spend the time answering the right questions in one message or email. Many IT staff find it difficult to respond with the right questions in one email or message. They can lose hours writing emails and sending back and forth messages. If they get an email that says “I can’t access email”, they might send a quick reply saying, “What device do you use?” This will allow them to get a reply with “My laptop”, which will prompt them to reply “What OS?” This could go on for hours. IT should instead take the time to ensure that they have all the information they need in a single email and then respond with one reply. It can reduce the number of back-and forth conversations by spending a few minutes responding to the person in detail.

Information about Known Bugs

Create a FAQ page or “Known Bugs” page. Many people experience the same problems as others. The IT department can reduce the number of repetitive emails and messages that they must answer, as well as the animosity over whether or not issues are being addressed.

Forum creation

It may be a good idea to set up a forum for users of large companies. This forum allows employees to interact with each other and offer assistance.

Take a personal response

Although this may seem like a straightforward or logical thing to do, many IT departments still use the “team” or “your support staff” when handling requests. This can be annoying for many users and it can make it seem like the department wants to avoid responsibility and accountability. It will make employees feel more comfortable if IT staff respond to every request individually and include their names. This will also help them to find someone to help them when they need it.

Give a time frame

Let people know when the issue will be resolved. This may seem obvious, but very few people take the time to write a message asking for support after a problem is resolved. This is not only courteous but also provides a time stamp so that you can track any future issues.

Get feedback

Every department and company wants to know what their service is doing. It’s a smart idea to get feedback from employees after you have resolved a request. You can either send them a link to the form or ask what they think about the service.

Don’t Tolerate Abuse

People can easily get frustrated working in high-pressure positions. Sometimes, frustrations can be taken out on others, such as IT staff. Although IT staff are often viewed as subordinates by executives, this doesn’t make them servants. IT department heads and managers should not tolerate verbal abuse by employees.

Professionalism is key

IT departments are responsible for internal affairs so it is easy to be casual, or even rude when handling requests. When responding to queries, IT staff should be professional but friendly. It’s possible to show kindness and respect.

About the author
CoryHarris