For a variety of companies, IT department is an integral part and it keeps the information flowing with great smoothness. When we talk of IT department, we all know a unique position it holds in the hierarchy of the company. The task might not be necessarily connected to the main operations of the company. Almost all sorts of companies have this department, ranging from fashion to food, but it’s not necessarily independent from other departments.
Although the employees in the IT department are not subordinates, they surely maintain a good position as a customer service executive. Offering IT support in Houston holds great importance for companies; this indeed helps people in achieving their goals by performing tasks with efficiency, thereby increasing the productivity of the company. How can this job be done in a better way? Given below are 10 tips that must be taken into consideration by an IT department;
- Ticket system
There are thousands of network providers in Houston that offer different types of technical support to clients; a majority of them have a ticket system for tracking the progress and task of a job. Even though internal, this ticket system helps in organizing the department. The basic thing that the ticket system must possess is auto-responding with the ticket number and must also have the field of “Notes”. This will help technicians in recording important information about the progress of the ticket.
- Dedicated Email address
There are several companies who don’t have the needed resources for fully functional ticket systems. A good option will be to set up dedicated email addresses for support issues and questions, having an auto-responder.
- Fewer emails must be sent
Time must be spent in giving right replies to the message and emails. Many IT personnel have 1 common issue i.e. they keep writing emails and keep sending texts. For instance, they might get an email which reads “I can’t get emails”, to which they might reply “Tell me your device”. Then, there might be a reply saying “Laptop”, to which the team would reply “Which OS”. This communication will go on and on and there would be no full stop whatsoever. The team must ensure that maximum possible information is gathered in 1 mail itself and then, a single response must be provided. Few minutes must be spent for replying to people; this might surely put an end to all those conversations.
- Information about bugs
A “Known bugs” or an FAQ page must be provided. Many people face the same issues. When an FAQ page is offered, detailed information is provided about the bugs. This might help in cutting down on the repeated messages and emails that have to be answered. Moreover, issues would he addressed with great ease.
- A forum must be created
Companies that are having a big user base should create forums wherein concerns or issues can be listed down by people. With this, employees can give a response to each other and provide assistance too.
- Personal response
This is a very logical and a very simple thing that has to be done; however, many departments still use “Support” team while requests have to be dealt with. This doesn’t only annoy several users but also portrays that the department is avoiding responsibility and accountability. If the IT staff responds to all the requests personally and also includes the names, then employees will feel that they are being well taken care of and will also get all the necessary support, whenever they want, it’s a fact of personal response.
- A time frame must be provided
Always inform people about the time-frame in which this issue would be fixed. This might definitely appear as a common sense factor, but many people go wrong with it. Some professionals take out time for sending a message to a person and request the time frame to sort the issue. This definitely looks very courteous and it also gives people the time stamp.
- Feedback must be sought
Any company or department wishes to know how they are doing or how can they bring about an improvement in their services. After the request is resolved, seeking feedback from employees is a great idea. A link ready form must be kept ready or questions must be asked to them with regards to their satisfaction with these services.
- Abuse mustn’t be tolerated
For people in this field, frustration is very common. This is a high-pressure job and in this, frustrations are taken out on people very easily. IT department is viewed as subordinates; however, this doesn’t mean that servant-like treatment must be given.
- Professionalism is important
This is because the majority of the internal matters are handled by the IT department. It is brusque or even casual when requests have to be handled. However, IT personnel should always show professionalism whenever they are sending a response to requests. Courtesy definitely plays a big role in building trust.
- Current technology
This might look very obvious; if you aren’t having a good technology sense, you wouldn’t be able to provide proper guidance to the firm. Know what tools can be given to the employees that can be helpful in doing the jobs better. Moreover, it is necessary to stay competitive.
- Make an investment in the core infrastructure
Ensure that the back-end architecture such as servers, firewalls, switches, and routers are providing the speed and bandwidth that are needed for running all applications and devices. Constant investment in the core infrastructure will always pay off well.
You can also download various how-to download Facebook videos or Instagram videos to guide you more on this. When all such things are kept in mind, you can very easily get over all the hurdles involved. Things become all the more smooth and problems are solved with great ease. This is the reason why the majority of the businesses prefer outsourcing IT services instead of handling it in-house. Not only do things become cost-effective but they also become very easy to handle.
About the Author
Alice Methew writer at enter-sys.com loves pursuing excellence through writing and has a passion for different sites. Her work has been published on various sites related to Travel, Technology, Business, Management and much more!