My company currently has one IT support person who very stressed with the work. The person is only able to do work arounds before having to move to the next item on the list so problems often do not get fully solved. My company has 50 employees and is an engineering company with many departments so there are a lot of demands on IT. We will be getting an additional entry level IT staff member and I would like to be able to recommend some procedures to help alleviate our current issues. I believe upper management will enforce my recommendations
Can anyone recommend formal procedures to help with IT issues? The issues only relate to dealing with internal staff. Typical problems are the network is slow, mail server is frequently down, email is missing, websites are not up, etc.
I am interested in templates if anyone has some
Here are some thoughts others have brought up and some ideas I have had as well. Please add more ideas if they are missing from this list. What are some typically policies for dealing with staff, etc?
a. Have the entry level person deal with the day to day issues. The bigger problems will be solved by our more senior IT staff member. As Brandon mentioned, it should be clear that the entry level fellow should be the point of contact.
b. Promote test environments and virtual machines. When possible, IT staff should experiment on these places BEFORE following up on IT calls. What happens now is the IT experiments during calls which is time consuming for end users
c. A formal method to manage/track issues needs to be established. I was thinking excel over web based but many people have brought up some points about that so I will look at other options. Some issues:
- multi person edits at the same time are not possible in excel- this is not an issue right away but could be at some point
- excel doesn't handle much text - this seems a bit important and I will look for some desktop solution that has the ease of excel.