Ever feel like your technology doesn’t run on Windows or iOS but is ruled by Murphy’s Law? It’s not that it is terrible. It works — most of the time — until it doesn’t. And if it’s going to freeze, break, disconnect, or jam, it will do it at the worst possible time. FSA, your managed IT concierge, will always be there to handle any IT problems and disasters, but here are some ways your staff can handle the day-to-day tech support issues that arise.
Tech Support Strategies
Encouraging employees to perform routine software updates and providing guidelines for updating common software can prevent issues arising from outdated applications. Upgrades ensure that all of your staff are using the latest versions of software and not causing issues with incompatible versions.
Updates also support your cybersecurity efforts by ensuring the latest patches and bug fixes are deployed as soon as they are available.
Establishing clear guidelines and procedures for granting/restricting access permissions to folders, files, or systems can minimize the need for constant tech support. Often, companies get a new software solution and are excited to install and use it. It is often helpful to have a cross-departmental committee to test drive the software, so they can tell you what aspects they need to access in the course of their work. Their input can help you identify which individuals and departments need specific levels of access. When you deploy the software, taking this step eliminates having to add users and change permission settings down the road. It’s also important to revisit these permissions regularly to ensure nothing has changed and all staff have the access they need to work efficiently.
This also has an added security benefit by ensuring that critical data and information are only available to the staff that needs it.
Calls to your IT team to reset a password are relatively simple but can take up much of their time. Establishing self-service password reset systems or guides can help employees reset their passwords without IT intervention. These interfaces can include security questions, two-factor authentication, or verification via email or phone to ensure the user’s identity. You can integrate these tools or access them through dedicated software. It’s also important that these self-service systems are accessible around the clock. With remote and off-site workers, password issues can occur outside normal office hours, and continuous access to reset options can minimize downtime and disruptions.
Basic Software Troubleshooting
Developing guides or FAQs for common software issues can enable users to troubleshoot and resolve minor problems independently. Check your IT support logs and survey your team to see what are the most common issues, from common errors to performance glitches. Sharing these guidelines with your staff can save you money in emergency support calls and downtime.
By empowering employees with training, resources, and self-help tools, you can reduce the strain on your IT team, allowing them to focus on more complex and critical tasks. Contact FSA to review your common issues and help you create reference materials to keep your team working.