Change: The Only Constant in Tech Support

The world of technical support is no different from any other industry when it comes to change. The only difference is that change happens at a much faster rate in the tech industry. Technology is evolving at such a quick pace that technical support personnel are required to stay on top of their game at all times. With the constant influx of new software, hardware, systems, and devices, it can be a challenge to plan ahead and organize your day.

Like any other industry, planning for change is crucial in technical support. However, this can be quite difficult because of the nature of the industry. Unlike the print industry, where the changes might be in terms of quality or quantity, tech support deals with the unpredictability of equipment malfunctions, software updates, security issues, and more. In this industry, the key to success lies in being able to adapt and stay nimble.

As a desktop support specialist, my day is characterized by its fluidity. No matter how well I plan my day, it is likely to be turned upside down as soon as I step into the office. So, how do I stay sane in such an environment? After many years of experience, I have come up with some techniques that help me to manage the chaos effectively.

Get an Overview

The very first thing I do when I start my day is to review my ticket queue. This gives me an overview of what my day will be like. I look through the tickets that have come in overnight and identify any that require my immediate attention. I also assess what I need to finish from the previous day, and then estimate how much time each request will take. This helps me to prioritize my tasks and determine which ones require the most attention.

Batch Work

Once I’ve taken an overview of the day, I’ll start to group tickets by urgency and location. One helpful trick is to use a lined notebook split into two columns. In the first column, I write the name of the requester and their location, and in the second column, I jot down the specifics of their request. This helps me to stay organized and to prioritize my work more effectively.

Schedule

Before I set out to tackle my tickets, I first email or call the requesters to ensure they are in their office or at their desk. You see, there’s no point running all around a building chasing people who are not around. Many people like to put in urgent requests then head off for lunch or leave for the day. So, if I know that someone is at their desk and available, I can resolve their issue faster and more effectively.

Preparation is Key

Before I leave my desk, I always try to prepare myself as much as possible for the task at hand. This might involve searching for an error code or downloading an installer to my thumb drive. Whatever the task, I always try to show up at the requester’s desk prepared to resolve their issue quickly and correctly.

Customer Service

Customer service is at the heart of everything I do as a technical support specialist. My job is to serve the customer and to resolve their issue as quickly and effectively as possible. When I’m at someone’s desk, I remind myself that they are unable to work until their issue is resolved. This motivates me to work as efficiently and quickly as possible, while also being friendly and courteous.

In conclusion, planning for change in technical support is an ongoing process. There is no set formula or approach that works for everyone. However, by taking an overview of the day, grouping tasks by urgency and location, scheduling tasks in advance, preparing yourself for each task, and focusing on delivering excellent customer service, you are sure to make it through the day with some measure of sanity intact. After all, change is the only constant in tech support.