You’re swamped with computer repair requests. How can you decide which ones to tackle first?

Assessing the urgency is being able to determine which request are important or crucial to be completed based on the impact and deadline of the request. A computer affected with virus which needs cleaning for example would be considered urgent to attend to over maybe installing Microsoft Office for another client. So it’s very important to know which tasks to attend to before which one because some are very crucial.

When managing a high volume of computer repair requests, effective prioritization is crucial for efficient workload management. Key strategies include prioritizing based on criticality, impact on business operations, deadline sensitivity, resource availability, customer priority, effort and time required, preventive maintenance considerations, and maintaining open communication with users/customers for real-time feedback. By incorporating these factors into a prioritization framework, IT teams can address repairs systematically and ensure optimal system performance and user satisfaction.

To decide which computer repair requests to tackle first when swamped, prioritise based on urgency and impact. Start with critical issues like system crashes or security breaches that affect multiple users. Then, address problems impacting essential tasks or key personnel. Next, handle issues affecting productivity but not critical operations. Finally, address less urgent concerns. Regularly communicate progress to manage expectations and ensure important tasks aren't overlooked.

Prioritize Your Ticket Structure: Assign priority levels to incoming tickets based on urgency and impact. Urgent issues affecting multiple users (e.g., network outages) should be addressed first. Automate Ticket Routing Workflows: Implement an automated system to route and assign tickets. Automation reduces manual effort and ensures consistency. Utilize Ticket Statuses: Define clear ticket statuses (e.g., open, in progress, resolved). Regularly update ticket statuses to keep users informed. Build Out a Knowledge Base: Create a comprehensive knowledge base with common solutions and FAQs. Encourage users to check the knowledge base before submitting tickets. Self-service options reduce ticket volume and empower users.

Resources Required: Consider the availability of resources required for the repair, such as spare parts or specialized expertise. Customer Importance: Prioritize requests from high-priority customers or departments. Time Sensitivity: Address requests with tight deadlines or time-sensitive requirements.

Every user's issue is time critical. Even if it really isn't. Understanding the needs and work of your client will help you judge what can be prioritised and what can go on the back burner. I was the Help Desk Manager for a large Gas Production Plant. In a volatile environment like that some errors, like computer controlled valves, readings and warning meters, could not delayed for later. Learning the actual workings of the plant from the people there helped me better understand what was critical and what could wait another 30 minutes. Empathy also goes a long way to delaying someone's repair in a respectful and reassuring manner. Just do NOT forget about them.

Preventive Maintenance: Consider scheduling preventive maintenance tasks to avoid future issues. Feedback Loop: Keep communication channels open with users to gather feedback on the urgency and impact of their requests

As a senior IT professional, I always enjoyed spreading the vast knowledge I had gained at the position I was working in. With this great power I then gained IT soldiers to help me conquer the tasks at hand. So get some good like minded IT colleagues and tackle the PC repairs together.

Know the equipment that you can and can not touch. Even though you can repair something, for safety reasons, your company may outsource. Know how to get in immediate contact with that company and get an ETA. Communicate with senior leadership that you've contacted the repair team and advise them of the ETA that you were given. On another note, many times another member of the IT team may join me in addressing an issue and vice versa. This is so they can learn how to address things they are unfamiliar with. Share your knowledge.

The one thing that most of you competition does not do is communicate well with customers. You are in a "Service" business. So give better service! If you are heading to a scheduled appointment and know you are going to be late, even if it's only 5 min., you call that client and apologize and even offer to reschedule. Use the technology to set one or even two follow-up calls to ask your customer if they are happy with the job you did and be sure to let them know that you are dedicated to making sure they are more than satisfied with your work. This is also a great time to offer any improvement suggestions as well.

Follow up and feedback after a repair is extremely important. It shows the customer that you care about them and that you care that you have addressed the issue to their satisfaction. I personally have a binder full of letters written by customers to corporate about the service they received from me. For a customer to take their time to write a letter to corporate about the service they received from me just blows me away. What a great feeling to know the service i provided was appreciated so much that someone was compelled to write about it.

You have a lot of competition out there. Not just from other businesses but from the customer's friends, family, or even self-help via The Internet. That means it is imperative that your customers "feel" you will or are taking much better care of them than anyone else can or will. At every opportunity within reason, you need to tell your customer how important it is to you that they and their business are performing at their best possible efficiency and profitability. Include some recommendations that are business-minded, like getting longer computer life and less downtime if battery backup units are added, for example.