IT Support Strategies: Four Downloads to Plan, Support, and Hire IT Professionals

It takes more than raw talent and the right tools to build a great IT team. These four downloadable resources cover the essentials needed to build a successful assistance strategy.

There are two types of IT help rooms: those that work and those that don’t. It’s easy to fall into the latter category, especially if you don’t establish a support strategy, provide the right resources, and hire the right people.

These four TechRepublic Premium downloads will help you do just that. They cover hiring for critical IT support positions, can help team members find support resources, and help structure an IT team in a simple and visible way.

Anyone who wants to go beyond the entry level of an IT support team should learn how to administer Linux systems. Finding the right place to get help with Linux can be intimidating if you’re not familiar with open source software, and that’s what this download will help you with. It’s filled with links to websites that every Linux administrator should know, and as anyone who has worked in IT knows, knowing where to find the answer is just as important as knowing it already.

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Service level agreements, or SLAs, are familiar to anyone who has worked in managed IT departments, but they are just as important to internal IT teams as they are to third-party contractors. This SLA template is designed for internal use and carefully defines the roles and responsibilities of an entire IT department. Additional parts of the internal SLA include response times, equipment upgrade rules, and an acknowledgment so that all employees can verify that they have read and understood it.

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In my early teens I was an IT professional, and during my time working as an IT professional, I saw all kinds of people, some more capable of playing well as a team than others. Having an efficient help desk means having a team that works well together, not just a bunch of skilled technicians. This hiring kit will help you learn the right questions to ask to sort a good candidate from a good one.

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What a help desk technician is to hardware support, the application support engineer is to on-premises and cloud-hosted applications that a business uses. As with the help desk technician, it’s important to find the right people for an application support team. With the future of cloud native as a service looming on the horizon, a good application support team is going to be essential.

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