From cracking the code on ticketing etiquette to picking the perfect communication channels for sending out a tech SOS, we’ve got the playbook to get your team up to speed. Discover how knowing your IT rep, getting the lowdown on those mysterious SLAs, and becoming fluent in disaster recovery lingo can save the day and make everyone on your crew tech support savvy. Regular updates and training sessions? They're the secret sauce to keeping your team sharp and ready to tackle any tech hiccup.
Ticketing guidelines: Familiarize yourself with your IT department's ticketing guidelines. Knowing when and how to raise a ticket ensures faster resolution of issues.
Communication channels: Understand the different contact support methods, including calls, online communication, or texts. Each method has its own advantages, and choosing the right one can expedite the support process (see Resources below).
Identify your client representative: Know who your client representative is. This individual is your go-to contact for IT-related inquiries and can guide you through various processes.
Understanding service-level agreements (SLAs): Know the SLAs your IT department follows. These agreements outline the expected time for issue resolution and the quality of service to be provided.
Disaster recovery terms: Familiarize yourself with terms like recovery point objective (RPO) and recovery time objective (RTO). These are crucial to understanding how your IT provider will handle data recovery and system restoration (see Resources below).
(a) Recovery time objective: RTO refers to the time it takes to restore functionality after a system goes down. Understanding RTO is important as prolonged downtime can impact client satisfaction, staff morale, and revenue.
(b) Recovery point objective: RPO defines how much recent data might be lost during a system rollback. Frequent backups (daily or hourly) minimize data loss, whereas weekly backups might result in substantial data loss.
Educating Your team: Ensure your staff understands these terms and processes. This knowledge empowers them to make informed decisions and actions during IT-related incidents.
Regular updates and training: Keep your team updated about changes in IT support or vendor services. Regular training sessions can help your staff stay informed and prepared.
