You’re struggling to manage your team’s technical support workflow. What steps can you take to improve it?

- Establish clear processes and use a help desk system. - Categorize and prioritize issues. - Provide comprehensive documentation and invest in team training. - Set clear SLAs and implement automation where possible. - Encourage knowledge sharing and monitor performance metrics. - Gather customer feedback and implement a ticket escalation process. - Stay proactive by monitoring systems and regularly reviewing and updating processes.

Technical support falls in to multiple workflows. Incident workflow for break/fix. Problem workflow for root cause & permanent fix. Knowledge Workflows for resolution steps, workarounds and SOPs. Additionally have Knowledge transferred before project and services "go live" is often an after thought.

It’s important to take time with your team to assess trends, causes, behaviours and interactions, even if it feels like constant firefighting. Consistency with notetaking and metrics will make the analysis easier and more objective. Once the biggest blockers and issues are resolved, you can continuously refine your ways of working and toolset to improve further.

Are you struggling? Do you need help with your team's technical support workflow? Consider these 6 steps to enhance it: 1. Streamline Ticketing: Implement a transparent and efficient ticketing system for issue tracking. 2. Prioritize Communication: Foster open communication channels to address concerns promptly. 3. Enhance Training: Invest in ongoing training to improve team members' skills. 4. Foster Collaboration: Encourage teamwork and knowledge sharing among team members. 5. Analyze Metrics: Regularly review performance metrics to identify areas for improvement. 6. Solicit Feedback: Gather input from team members to refine processes and address pain points.

Categorization should be your first step. ?? ?? Incidents signify what was working harmoniously but now strike discord, demanding immediate attention. Requests, unlike incidents, introduce unexpected changes that require swift adjustment to maintain support harmony. Problems, however, are the unresolved issues, their root causes concealed in mystery. Non-issues are those that would evade categorization - which is where your problem may lie and can be discarded. By embracing categorization, we also enhance our ability to adapt a centralized ITSM seamlessly. Postmortems, SLAs, alerts, escalations, and remediation efforts are also simplified by utilizing non-repeatable, automated, and sustainable approaches that enrich our knowledge base. ??

Estabele?a metas específicas e mensuráveis para sua equipe. Além dos objetivos quantitativos, considere padr?es qualitativos, como a qualidade do atendimento e a resolu??o completa de problemas. Essa clareza orienta a equipe na busca da excelência, criando um padr?o de referência para o desempenho.

1 you need to know what the workflow is before implementing change. Figure out where the break down is first before attempting to find a solution.

Your objectives should be aligned with the business objectives and expectations. Some things can wait, some things can′t. Find out which is which. Find out what are the painpoints of the business (despite things that you see from analyzing information, talking to users can give you a valuable insight on what they feel is producing pain) If you have 5 interviews and 4 mention a similar thing, that′s were you should strike first.

Improving our technical support workflow is a collective effort. Here's how we enhance our approach: Examine our current support processes for bottlenecks and inefficiencies. Prioritize ongoing training to empower our support agents. Leverage advanced tools and platforms for seamless collaboration. Collaboratively define clear expectations for response times and issue resolution. Encourage an environment where insights and best practices are freely shared. Actively seek and listen to customer feedback for tailored support.

The ITIL best practices are globally recognized and accredited as a standard. Adopting it provides you with a comprehensive guide for success. I assure you, the challenges your organization is facing are not new and have been documented in ITIL's guidelines on how to manage them effectively.

Following a framework like ITIL helps keep everyone on the same page. Most helpdesk software is configurable with this in mind. Every business is unique, depending on what your contractual obligations to the customers are you may need to tweak your tooling to suit.

A implementa??o de práticas recomendadas, como aquelas preconizadas pelo ITIL (Information Technology Infrastructure Library), pode revolucionar o fluxo de trabalho. Integre sistemas para uma vis?o holística, automatize tarefas rotineiras e aproveite plataformas de suporte técnico avan?adas para otimizar opera??es. Considere também a aplica??o de metodologias ágeis para uma resposta mais rápida às demandas em constante evolu??o.

If you want quality support and you care about the support experience of your customers, training is essential, both technical and process. There are few, if any, scenarios where short-cuts are possible. Overly complex, forced work flows or escalations that require supervisor approvals add complexity and will not add value for customers nor for your business. Up front investments in new hires with mentors and training will shorten the time it takes for these employees to deliver quality results.

Trabalhe no aprimoramento de suas habilidades interpessoais, incluindo comunica??o eficaz, empatia e capacidade de colabora??o. Líderes técnicos precisam ser capazes de se comunicar claramente com membros da equipe e outros stakeholders.

Talk to your team. These are the people doing the job, using the process and tooling day in, day out. Ask them where the obstacles are. Which parts of their job feel clunky, or involve too much clicking, or don't add any value. They likely know the system better than the IT team who set it up and are the best placed to help guide future roadmap and development of the tooling.

Something that has stuck with me since my McDonald's days, is having aces in their places. Every team has their superstars that stand out from the crowd. Utilising staff strengths and weaknesses in different situations can make a huge difference when it comes to productivity and work flow of a team. Setting aside specific training time for set training plans also helps with staff development rather than waiting for them to learn it 'on the job'. Micromanaging, in my experience has had a negative effect on employees whereas putting trust in your team to get the job done or ask for help is far more empowering. It is also important to ensure that all staff members have training and access to the tools required to complete their job with ease.

O treinamento n?o deve ser apenas uma iniciativa inicial, mas um processo contínuo. Além de aprimorar habilidades técnicas, invista em desenvolvimento interpessoal. Uma equipe habilidosa e confiante n?o apenas resolve problemas mais eficientemente, mas também contribui para a satisfa??o do cliente. Incentive a forma??o de líderes internos e a troca constante de conhecimento entre os membros da equipe.

Monitorar e melhorar o fluxo de trabalho é fundamental para garantir eficiência, produtividade e qualidade nas opera??es. Analise o mapa do processo para identificar gargalos e áreas de ineficiência. Priorize a resolu??o desses pontos críticos para melhorar o fluxo de trabalho como um todo. Identifique tarefas repetitivas e passíveis de automa??o. A automa??o pode reduzir erros, acelerar processos e liberar recursos para atividades mais estratégicas.

Every now and then we should monitor and have close relationship with team to ask their difficulties and bottlenecks, by understanding the problems clearly the solution easily shows up

Adote um sistema de monitoramento contínuo que vá além das métricas tradicionais. Utilize ferramentas analíticas para entender padr?es de solicita??es, identificar picos de atividade e avaliar a eficácia de novas implementa??es. Realize revis?es periódicas do fluxo de trabalho, incentivando feedbacks da equipe para ajustes contínuos. A flexibilidade para adapta??o é t?o vital quanto a implementa??o inicial, garantindo uma abordagem ágil às mudan?as no ambiente de suporte técnico.

Para aprimorar o fluxo de trabalho do suporte técnico, priorizo a avalia??o do processo atual, defino objetivos claros, implemento práticas recomendadas e ferramentas eficazes, invisto em treinamento da equipe e estabele?o monitoramento contínuo para identificar áreas de melhoria. A comunica??o aberta e uma abordagem proativa s?o essenciais para otimizar a eficiência e a satisfa??o da equipe.

Prioritize Customer Experience: Design customer journeys focused on speed, efficiency, and personalized support. Empower agents to make decisions that resolve customer issues quickly and effectively. Implement self-service options like FAQs, knowledge bases, and chatbots to empower customers and reduce ticket volume.

Foster a culture of innovation by encouraging knowledge sharing sessions and embracing emerging technologies like AI and predictive analytics. Prioritize empathy and emotional intelligence in customer interactions to drive satisfaction. Ensure team well-being to prevent burnout and sustain morale. These strategies not only optimize workflow but also nurture a collaborative and resilient team environment, resulting in enhanced support quality and customer experience.

1. Trust - listen to all their needs and problems. 2. Action - bring in topics in board room discussion, make it heard and the team to improve or implement to solve their issues and needs. 3. Assurance - discuss with open mind and assure for better outcomes with time frame. 4. Train to increase their confidence and collaborate with team to solve. 5. Constructive and calculative work flow helps self and the team performance.