Your teams should know who to ask for help.
Access that does not work or a blocked tool interrupts a task, and often a colleague's work too. Support should make requests simple to report and their handling easy to understand.
Organise the entry point.
We define with you the channels, the information required and the people authorised to request certain actions. Creating an account and an incident affecting several people do not necessarily follow the same route.
Assess the impact before prioritising.
The number of people affected, the department concerned and any possible workarounds help clarify the situation. Priority should be based on operational impact, within the commitments you have actually signed up for.
Coordinate the right people.
A problem may involve a business application, a workstation, the network or a supplier. Responsibilities must be identified to organise communication. A single point of contact makes this easier to follow, without claiming to hold the access or intervention rights of every software vendor.
Prepare recurring requests.
A new starter, a change of role, a departure, a need for equipment: established processes avoid missing information. We define the approvals expected and what needs to be prepared, depending on your organisation.
Applying this to your line of work.
Retail and store networks: Connecting points of sale, coordinating with software vendors and monitoring the store network.
Local authorities: Reception, dispersed departments, buildings, and the responsibilities of teams and partners.
Multi-site SMEs: Day-to-day IT operations, IT estate monitoring and long-term coordination across sites.
Your questions
Is support available 24/7?
Do not assume so. Service hours and any on-call arrangements should be set out in your offer.
Can we get a guaranteed resolution time for every incident?
Commitments depend on the scope and the nature of incidents. Taking charge of an incident is not the same as resolving it.
Got a digital issue? You don’t have to work out who should handle it.
Describe your situation in your own words. The Skill Group team will get back to you to talk it through.