Whether you support 10 or 10,000 users, creating and following a set of best practices will help your support organization deliver the quality service your end users deserve and demand.
To help you develop such a set of best practices for your IT support organization, I have compiled 13 of Support Republic's best articles into a single download. These articles are separated into four categories: management, security, end user/IT support communication, and hardware and software issues. Within each category, you'll find articles that cover topics every support organization should consider, such as metrics, best practices for PDA support, end communication issues, and best practices for laptop support. Here's a sample of the articles that make up this 30-plus-page document.
"Prioritize your support calls with a call level chart"—Both large and small IT shops can benefit from using a call level plan to improve staff productivity and user satisfaction. To help you create such a plan, we've developed a sample call level chart that you can download and customize.
"Emphasize security issues through help desk best practices"—When interacting with end users, support techs should always enforce proper security best practices. Follow these tips to develop a culture of security in your company.
End user/IT support communication
"Ten ways to improve user utilization of your help desk"—Is your help desk doing everything possible to reach its clients? Could you do more to improve client communication and your overall image? Here are ten steps to make your help desk more customer friendly.
Hardware and software issues
"Remember best practices for opening a machine"—If you've been rooting around in computer cases for a while, you've probably established your own methods for getting the job done. You may be risking more than you think if you've strayed from basic, time-honored principles.
Download our IT support best practices compilation
You can download our IT Support best practices compilation by following this link or by clicking on the Downloads link in the navigation bar on the top of this page. TechRepublic has many useful documents, templates, and applications available for download, so be sure to check out our other offerings.
Our IT support best practices compilation download is available both as a Microsoft Word document and an Adobe PDF file. To increase download speed, we have zipped these two files together into one file. You will need an unzip utility such as WinZip or PKZIP to expand the zipped file. You will also need either Microsoft Word or the Adobe Acrobat Reader to view each respective document. You can download the Adobe Acrobat Reader here.
Bill Detwiler has nothing to disclose. He doesn't hold investments in the technology companies he covers.
Bill Detwiler is Managing Editor of TechRepublic and Tech Pro Research and the host of Cracking Open, CNET and TechRepublic's popular online show. Prior to joining TechRepublic in 2000, Bill was an IT manager, database administrator, and desktop support specialist in the social research and energy industries. He has bachelor's and master's degrees from the University of Louisville, where he has also lectured on computer crime and crime prevention.