You're juggling multiple technical support tasks. How do you prioritize and manage your time effectively?

As an experienced tech support specialist, I'd say prioritizing is key. I usually tackle urgent issues first - anything causing downtime or major disruptions. Then I group similar problems to work through efficiently. I keep a running task list and try to give realistic time estimates to customers. Transparency and setting expectations are key! Multitasking only works to a point, so I focus on one thing at a time when possible. It's a balancing act, but staying organized helps me get through the queue without leaving any "fires" unattended.

Classify tasks into categories: Urgent and important (do immediately) Important but not urgent (schedule later) Urgent but not important (delegate if possible)

When such situations occurred means something' need extraordinary efforts but without making panic as need to assessment. 1. Talk to team get quick overview. 2. Plan the importance list categories including Urgent and important. 3. Take control of situation, communication is key and lead from front. 4. Use tool to analyse and execute the activity to complete the work. 5. Let's be participent and do the work. 6. DON'T QUIT instead DO IT.

Best way to do time management is to write down all tasks and then perform a quick analysis by assessing the urgency and impact. Identify tasks that are both urgent and important. Prioritize these first. Consider the impact of each task on users. High-impact issues should be addressed promptly.

After identifying the most urgent issues, organize the remaining tasks in a logical sequence by grouping similar problems or those that can be resolved in a single action. Utilize tools like ticketing systems or task managers to keep track of responsibilities and deadlines, providing a clear overview of what needs to be done. This approach prevents feeling overwhelmed and ensures no task is overlooked. Additionally, organizing tasks allows you to batch similar work, increasing efficiency and reducing the mental load from constantly switching contexts.

Organizing task is similar to me preparing a To-Do list. I tend to list my activities for the day and group similar task together, for example tasks that requires a particular software to handle them are group together, or task that are dependent on another are performed so I can attend to others. Similarly when offering support I sort my task according to importance, delegate time to attend to them, and try as much as possible to avoid a last minute resolution as errors can be made or you probably wont deliver as expected.

I prioritize and manage my time by organizing tasks based on urgency and importance using tools like to-do lists and project management software. I tackle high-priority tasks first and break down larger tasks into manageable steps with set deadlines. Regular reviews and adjustments help me stay flexible and responsive to changes, ensuring timely completion of all tasks.

Totally agree having the tasks performed on a logical sequence is important however too many times I see where the control checks are not in place to ensure it has been completed robustly. For example when a fix has to go in a system but the regression test doesn’t get completed.

Mantenha um registro do status de cada problema (por exemplo, N?o iniciado, Em progresso, Concluído) para garantir que todos os problemas sejam resolvidos em tempo hábil. Mantenha todos da equipe informados sobre o progresso na resolu??o dos problemas. Isso pode ser feito através de reuni?es regulares ou atualiza??es por e-mail.

This is really important, i had to learn ( and keep learning ) the hard way that sometimes you need to say no, it is impossible for just 1 person to do all the work Its important to delegate and rely on the team you are part of and establish a limit so you don't end up with so much more than you can possibly handle

Gestión de límites y saber delegar; - No siempre tienes tiempo para resolver todos los problemas, tendrás que delegar. - Tener buena comunicación con tu equipo, apoyarse para distribuir el soporte

Agree being transparent on the turnaround time & availability. However it’s paramount that SLA should be in place in dealing queries/issues subject to their severity, so individuals have guidelines

Delegation is key. I struggle with this aspect greatly, but it is a key to wellbeing, I managed my time by effective communication, manage interruptions, set limits on overtime, set task manager in my team to enable and ensure deadlines are meets and backlogs are closed timely.

This is where the ‘Manager’ have to step up, ensure if there’s critical task needs to be completed, have to ‘ring fence’ & provide necessary support for the individual(s). This will ensure team spirit is maintained

Minimize distra??es e interrup??es, criando um ambiente de trabalho focado. Use técnicas como o Pomodoro para manter a concentra??o.

Use of technology & ‘Smart’ defined process where applicable is critical ensuring deliverables. This has to be an on-going process, as technology is continuously improving and that the processes in place is still fit purpose

Automation And AI are both two very powerful tools. When used together they can be even more valuable. Take away the fears of learning a new tool, and take control of the technology. Make it yours and make it useful.

Ferramentas como Nagios, Zabbix e Datadog podem ajudar a monitorar a saúde do sistema e alertar os técnicos de suporte sobre problemas potenciais antes que eles afetem os usuários.

Delegate some of the work out to another person with either more free time, better skills than you may possess or whom have a different perspective about the subject you’re working on for a creative edge.

Utilize softwares e ferramentas que automatizam tarefas repetitivas e ajudam a manter o controle do progresso. Ferramentas como Trello, Asana e Zapier podem ser extremamente úteis para organizar e automatizar suas tarefas diárias, permitindo que você se concentre em atividades mais estratégicas e importantes. Além disso, essas ferramentas oferecem recursos de colabora??o que facilitam o trabalho em equipe e a comunica??o eficiente.

Reserve um tempo para revisar o que funcionou e o que n?o funcionou. Esteja disposto a ajustar suas estratégias conforme necessário.

Plain and simple, think outside the box. As issues arise and problems become prevalent, there is nothing wrong with create an internal focus group to reflect on topics then come up with a plan that makes literally no sense in the world just to spark the best plan of your career. Brainstorming is the best way to think outside the box, make mistakes in a controlled environment, and you’ll eventually discover that “imagination is more important than knowledge. “ Albert Einstein said that. I can’t tell you how many times I have figured out solutions to problems and the solution started with putting a square peg in a round hole. Yet something always triggers another thought into a chain reaction. You might even get a good laugh out of it.

Get ahead of the problem. Proper onboarding, proper expectations set during the sale, proper internal comms. Then, Ai chat; transparent and trained to make accurate inference on your SOPs, Knowledgebase, and closed tickets from as far back as you can go. Group that training data by topic first. Then work down, branching off to increase specificity until you reach a point where only high c-sat tickets above a minimum threshold you set, no longer consistently have fewer than two valid solutions. Makes it more adversarial (smarter) with very little training know-how or compute. If margins warrant, offer live support (after Ai escalation). Bask in 1/2 your day being free to do things that drive revenue. Or, just go to the beach. ??

Be an advocate for being proactive!!! There is nothing worse than being forced to put out fires you know can be prevented but that isn’t the focus. If you stand your ground, present your fires with a solution, and plead your case, you may just find yourself with all the support you need to reduce ticket counts, better MTTR, and a greater ROI as production will increase with out the constant fires.

Sometimes, we are faced with new issues, like we have never encountered, testing our troubleshooting and technical skills while having a nagging or impatient customer at the side. We are then faced with the responsibility of providing a solution in the most appropriate time. Technical support is a lot more than people know.

Una anécdota interesante de la historia de la tecnología es la del joven programador británico Tim Berners-Lee, quien en 1989 propuso un sistema de gestión de información que eventualmente se convertiría en la World Wide Web. Su idea revolucionaria fue concebida mientras trabajaba en el CERN y buscaba una forma más eficiente de compartir información entre científicos de diferentes lugares. A pesar de la simplicidad de su primera propuesta, sentó las bases de lo que hoy conocemos como Internet. Este ejemplo nos recuerda que muchas de las grandes innovaciones surgen de una necesidad concreta y de la creatividad para resolver problemas cotidianos.