Your client urgently needs computer repair. How will you handle the demand with a busy technician schedule?

Prioritize the client's urgency by rescheduling non-critical tasks, delegate where possible, and communicate clearly with the client about expected timelines to manage the demand effectively.

My approach to IT support is proactive rather than reactive. I ensure my clients are set up for success from the start by leveraging cloud technology. This means they aren’t tied to a single device—everything they need is accessible from any device. In the rare case that an urgent repair isn’t feasible, I immediately provide a loaner device to keep things running smoothly while the defective device is being fixed. With everything in the cloud, the transition is seamless, and there’s no downtime. My goal is to prepare my clients well in advance for any potential issues. By implementing a well-planned disaster recovery solution from the beginning, there’s no panic when something goes wrong, just smooth execution of the plan.

Avalia??o da Urgência: Determine a gravidade do problema. Se o conserto for crítico, como no caso de uma falha total do sistema ou perda de dados essenciais, priorize essa demanda. Comunica??o Transparente: Informe o cliente sobre a situa??o atual da agenda e explique as op??es disponíveis. Transparência ajuda a gerenciar as expectativas do cliente. Solu??es Temporárias: Ofere?a uma solu??o temporária para manter o cliente operacional até que o conserto completo possa ser realizado. Isso pode incluir o empréstimo de equipamento ou uma corre??o provisória. Essas estratégias podem ajudar a lidar com a demanda sem comprometer a qualidade do atendimento ou a satisfa??o do cliente.

D'abord commencez par écouter attentivement la description du problème du client. posez des questions précises pour comprendre les sympt?mes et les circonstances du problème.

I am not one who prioritizes work but a client. In my experience the first question is how broad is the Issue. The second question is how high ranking the the person making the request.

First of all I asked about the problem details, if it is possible I'd manage the situation if not I'd re schedule the list to solve high priority and urgent problems.

The ideal way to simplify processes is to use tools that manage queues, tickets, ask for the problem and its respective details, and deal with the situation according to the level of urgency.

Confunden eficiencia con organización. LA ORGANIZACIóN DESARROLLA EFICIENCIA. En mi experiencia con mas de 20 a?os de soporte, los sistemas de ticket nunca funcionaron. La organización fue siempre mi mejor arma, la mas eficiente. Si hago mi trabajo preventivo, mitigo los problemas "imponderables", por ende, estoy disponible para ellos de manera inmediata. Cuando no estoy en un "imponderable" estoy trabajando preventivamente, eso me dio eficiencia ?deje de tener urgencias? no, claro que no, son imposibles de erradicar, pero tenia mas libertad de accionar, ya que tenia una agenda distendida debido a la proactividad preventiva.

Communicate Clearly Inform the client about the current technician availability and provide an estimated time for when their request can be addressed. Transparency helps manage client expectations. Utilize a Triage System Implement a triage system to categorize repair requests based on urgency and complexity. This allows technicians to focus on high-priority issues first.

Aunque existen herramientas que sirven para poder diagnosticar los problemas, muchas veces la experiencia es más rápida, ante la experiencia no existe aún un sistema que diagnostique mejor y más rápido, agilizando de esta manera los procesos para resolver los problemas que se detectaron, aunque en ciertos casos suelen salir más problemas cuando se resuelve el problema inicial reportado

It would be interesting to direct calls to the team, Delegate calls to the respective teams, Handle calls, triage, forwarding, Service, Problem Solving, all as a team and together.

Si un técnico esta desbordado, o A= Es el mas calificado, B= El sistema de cargas (ticketera) lo esta abusando o C= Le faltan técnicos o calidad técnica. Nunca un problema es "cuantificable" a veces el cable desconectado esta a la vista, a veces el cable esta da?ado en el lugar menos pensado, y los dos son problemas de "networking" donde con un "tiempo" lo solucionas ?pero si el técnico no esta calificado o si no tiene la suficiente experiencia? Mas de una vez me ha pasado de ser la 8va persona en ir a solucionar un problema que me demoro 1 hora como mucho, siendo un problema endémico de meses y meses y habiendo sido visto por muchas personas. La capacidad y la experiencia pueden ser a veces claves en los tiempos de respuesta.

Una de las fortalezas más importantes en el área de sistemas es conocer tanto las fortalezas y debilidades del equipo que se tiene a cargo, eso ayuda mucho tanto a distribuir la carga de trabajo como la agilidad con la que se resuelve un incidente, un problema o un requerimiento, el trabajo en equipo es de primordial importancia ya que de esa manera se cumplen los objetivos trazados del área.

I refer to this as the allocation of resources. If possible, bring in additional resources or temporary help. Sometimes, having an extra technician or using a freelance repair professional can help manage the workload, depending on the nature or type of repair that is to be carried out.

Tratamento de encomendas e lidar com burocracia s?o as maiores perdas de tempo, mas s?o essenciais. Delegar estas tarefas em pessoal n?o especializado tem sido uma mais valia.

Existem diversas formas de solucionar um mesmo problema ou avaria. Nunca dou um caso por perdido e tento sempre até à ultima solu??o. As tecnologias de assistência remota têm se revelado muito úteis, mas só resultam quando o utilizador tem conhecimentos suficientes para as implementar. Ter acesso direto ao equipamento é muitas vezes a melhor op??o. Ainda assim, perguntas bem colocadas ajudam a minimizar o tempo de repara??o e desloca??o. Em casos extremos, a substitui??o imediata do equipamento é o melhor caminho a seguir.

1. assess if its hardware - totally no power issue, if so, then ask user to look for a second computer to use in their location 2. assess if its wifi or network no connection issue, then ask if user can use mobile phone as hotspot, or go to a nearest wifi hotspot 3. if its operating system, then user has the option to use a second computer 4. otherwise, explain to customer need to be patient while technician remotely connects to computer and try to troubleshoot 5. alternately, customer could bring the computer or laptop to the shop and request a service unit while its being serviced.

The alternatives we have nowadays other than immediate in-person involve: Phone call, Remote service, the same can be done using anydesk/teamviewer/Google Remote Access/MS Teams Remote Access and among other platforms, not to mention that we have the options of the system itself, such as Windows, RDP, MSRA, among others.

Si llegamos a la urgencia, volvemos al mismo problema. Los planes B, C, D y Z ya tienen que ser una alternativa antes que el cliente lo indique. Trabajar proactivamente resuelve ese problema, cuando el cliente sabe que tiene planes de contingencia pensados de antemano, sino tu servicio técnico seria una hotline sin control.

Normalmente los técnicos de soporte en la evaluación inicial tratamos de resolver el problema de manera telefónica, (parece chiste pero es anécdota) "a veces un simple reinicio del SO" puede resolver un problema," (recordando que es más una solución parche ya que si se presenta nuevamente hay que evaluar otras opciones) pero cuando está solución "ancestral" no resuelve lo reportado, se asiste en sitio y se analizan las opciones más viables para resolver el problema, tratando de evitar un formateo forzado.

We must clearly ask the client about their availability hours and negotiate a time that matches the availability of the Technicians, as this is how the agenda is created, schedules and appointments are organized, which avoids confusion and delays.

Para esto, necesitas alguien con experiencia. En los dias de hoy, practicamente el soporte tecnico esta inundado de Jr y quienes lo manejan no tienen ni idea de lo que es el soporte. Menos podes plantear un tiempo "razonable" si no sabes ni como conectar un mouse. La histeria colectiva es moneda corriente, el cliente "exije" soluciones porque paga, el jefe "exije" soluciones porque te manda... Comprensividad y paciencia es lo ultimo que podes pedir, te respiran en la nuca hasta los empleados. La ignorancia de no saber es el alimento de esa histeria colectiva.

Sem dúvida que o segredo para um servi?o prestado com excelência é manter o utilizador informado e a par do progresso realizado. Incluí-lo no processo ajuda à compreens?o e satisfa??o. Cumprir os prazos e or?amentos acordados faz parte do mesmo nível de presta??o de servi?os.

Personally, I begin managing the client's expectations. If I start from the beginning telling them exactly what they can expect and when to expect it, the client in most cases will be much more flexible in general. Even if the job takes longer than initially expected. Or if it exceeds the budget.

In this case I will clearly listen and understand the clients problem and compare with the workload I have at hand since I have a lot at hand to deal with I will then negotiate a timeframe as per clients availability that should match when I’ll be free too so I can resolve clients problem

Ensure the client is kept updated on the progress, and confirm once the issue has been resolved. Effective communication and prioritization are key to managing urgent requests while balancing a busy schedule. Always remember that effective communication is key to the services you provide. It's also one way to build and foster trust. It makes the customer feel very important and convinces them that you care about their needs. Rest assured, you will win the client with this strategy.