Quelles sont les meilleures façons de gérer votre temps au sein du support technique ?

When it comes to time management in tech support it is very important to prioritise tasks and think of the effects of every ticket solved or delayed will have across board. A very clear example will be to when there is a major service downtime, any engineer will be expected to drop whatever ticket is being worked on at the time to fix the incident as it impacts most if not all customers. It is also very advisable to do general "housekeeping" when there's not a lot to do because over time, these "little" tasks pile up and either become one big issue or one million small issues that will take a considerable amount of time to fix.

Prioritising (filtering) can take different forms depending on the support environment you have. Live Telephone support can use the phone system to direct different calls to different extensions, or advise people to email or go to web site for certain issues. With Email/text support the first responder can triage the requests and solve some issues instantly with templates, or documented solutions. Other issue/requests can be sent to experts, departments, managment, ect. The remainder should be responded to with a standard " this issue requires more reserch, someone will get back to you ...." type of response categorized/flagged and delegated. New guy gets the easy ones, johny is good at mechanical issues, wendy is better with software...

Effective time management in technical support is crucial for ensuring efficient issue resolution. Prioritize tasks, follow a schedule, set realistic goals, and learn to delegate. Use automation tools to streamline repetitive tasks, avoid multitasking, and communicate clearly. Continuous learning, taking breaks, and implementing a time tracking system contribute to improved efficiency. Have an emergency response plan, educate customers on self-service options, and regularly review and reflect on your time management strategies for continuous improvement.

To manage your time in technical support one always has to believe in the power of prayer, excercise enough, eat well and love yourself. Learn from god how to believe as without that knowledge you are not effective problem solvers. Try to be happy always!

PRiorisieren ist einfach, es gibt die schwerwiegenden Fälle bei denen es um das Image oder das Finanzielle geht. wobei man schnell, ordentlich und nachhaltig agieren muss. zudem den Kunden genau erklären was schiefgelaufen ist UND sofort eine Lösung anbieten/erklären damit so etwas nicht noch einmal vorkommt. Zudem gehören auch Updates und Systemkontrolle zu den höreren Priorisierten aufgaben. Denn nur wenn ich ein System Up to Date halte und regelmäßig prüfe, kann ich Fehler vermeiden. Dann gibt es die teilweise "nicht so wichtigen" Probleme/Aufgaben. Diese unterteile ich z.B. in "5 min Problem" oder +10 min. Die in 5min. Probleme kann man sofort Lösen, hier braucht es teilweise keine große Recherche oder Fehlersuche.

Ticketing systems also allow you to track how often a particular problem occurs, allowing a knowledge base or FAQ to be built to increase the resolution time of techs or help end users resolve some issues themselves. Time tracking and response time allows managers to see who may need additional training or resources as well as when additional staff may be needed to handle workloads during peak times. Accountability can be handled with the audit capabilities of a ticketing system with the communication trail, asset detail, purchase detail, warranty information, and remote access tracking. There are many systems to choose from, but any is better than none. I highly recommend using one for even single help desk support staff.

The ticketing system is also a great place to document problems reported and solutions found. Document symptoms, error messages, and resolutions in clear text so they can be searched easily. If the issue happens again, a future Support technician will have a much easier time understanding the problem and applying a solution.

Yes, but . Ticketing systems need to be designed and used properly to be effective. Procedures and standards need to be created and followed. Everyone need to use to same terms, classifications and coding so that the database created is searchable and the reports accurate and relevant. Examples: All tickets needs to closed or a plan in place by the end of the day. All software issue must start with software in the notes...

Ein Ticketsystem ist heutzutage wichtiger denje. Welche Probleme gab es? treten sie häufiger auf? Wie wurde es damals gelöst? Wer hat das Problem behoben und wie? zudem dient es auch als Beweislage falls sich jemand einmal beschweren sollte das etwas nicht behoben wurde. So kann man nachvollziehen wer Recht hat. Man kann sich hierrüber organisieren, passieren Fehler öfter, nachforschen und Lösungen finden um diese Fehler zu vermeiden.

A ticketing system is essential; it sets up a trusted method for customers to contact you whilst allowing you to set ticket priority.

Automatize e padronize processos no suporte técnico para ganhar eficiência. Utilize ferramentas para tarefas repetitivas, estabeleça procedimentos uniformes e reduza o tempo de resolução, promovendo consistência e melhorando a qualidade do serviço.

Aprimore a gestão de tempo no suporte técnico ao investir em aprendizado contínuo. Utilize recursos online, cursos e podcasts para manter-se atualizado, aprimorar habilidades e adotar novas práticas, resultando em eficiência, resolução mais rápida de problemas e melhor qualidade no serviço prestado.

Evite o esgotamento no suporte técnico equilibrando a carga de trabalho. Defina limites claros, delegue tarefas quando possível e priorize o autocuidado. Isso garante eficiência sustentável, melhora a qualidade do serviço e promove o bem-estar profissional.

Meu Apple watch me notifica sempre que fico 60 minutos sem levantar. Aproveito todas notificações para levantar, dar uma volta, tomar uma água ou café. Essa pausa ajuda a não cansar o cérebro até o esgotamento.

Gerenciar o tempo no suporte técnico é desafiador, mas recompensador. Priorize tarefas, utilize ferramentas eficientes, aprenda continuamente e mantenha equilíbrio para enfrentar desafios com eficácia, proporcionando uma experiência gratificante e profissional.

Don't forget to check the simple things sometimes. You're gonna feel really dumb when you spend a few hours troubleshooting something only to find out that a simple reboot erased the issue entirely!