Internal IT teams that spend their lives fire-fighting problems have to endure an unnecessarily stressful existence. Much has been written about the benefits of providing proactive support, but some IT departments still struggle in this area.
Here are five ways to ensure your IT department practices proactive working:
1. Educate your users
End users need to understand what the correct support processes are. This is a must for any IT department that doesn’t want to be run ragged on a daily basis with a non-stop flow of requests that can be easily avoided.
End users should be told what these processes are as soon as they join the company. They should learn:
However, all this will be useless if end users are allowed to circumvent the process. Everyone on the team must adopt a strict attitude where policy is concerned.
Doing quick jobs “just to be nice” undermines the whole system. We aren’t suggesting you stop being nice. But it’s important to be strict when it comes to enforcing policy.
2. Devote uninterrupted time to the tasks that need it
The nature of working in IT means there will always be a mix of planned projects and unexpected jobs. There’s no way around that; things come up! But it’s very important that the project work gets the attention it deserves.
If this “uninterrupted” time isn’t available, it’s likely you will end up staying late to catch up.
3. Work on PCs without user prompting
All the computers you look after should be maintained to a planned schedule. By using an asset tracking tool, you can maintain an overall view of the infrastructure and easily identify machines that are due to receive an overhaul or an upgrade.
It’s much better to install inexpensive RAM upgrades and other solutions before users begin to complain that everything’s getting too slow.
4. Fix errors before they become problems
Automated system monitoring and logging is the key to helping IT admins be proactive. As an example, Windows event logs often report “bad blocks” on hard drives that warn of imminent failure, giving you a chance to take action before users have their day interrupted – or worse, lose data.
However, you cannot benefit from this advance warning if you don’t check the logs. Even well-organized manual checking is laborious, so an automated solution is the best way to benefit from the ability to see emerging problems before they affect the business.
5. Minimize distractions
These tips should help minimize day-to-day distractions, and enable you to plan and have a few more days in which the workload is predictable. There is, though, much more that you can do.
If it’s not your turn to man the helpdesk, you can minimize the call logging system. And don’t allow yourself to be distracted. Be strict about social networking, too, and say “no” when a user brings in his personal device and asks for a favor.
Do you have a tried and tested way of managing your day that minimizes disruptions and lets you get on with the job? Do share it with us!
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