You're facing recurring technical support issues. How can you design a proactive system to prevent them?

Para diseñar un sistema de soporte técnico proactivo, comienza identificando patrones en los problemas recurrentes mediante el análisis de datos de soporte. Implementa alertas automáticas que notifiquen a tu equipo sobre problemas potenciales antes de que se agraven. Mantén el software actualizado regularmente para evitar vulnerabilidades. Entrena continuamente a tu equipo en las últimas tecnologías y mejores prácticas. Utiliza bucles de retroalimentación para mejorar los procesos y desarrollar una base de conocimientos integral que permita a los usuarios resolver problemas por sí mismos, reduciendo la carga del soporte técnico.

Imagine your computer is a garden, and technical issues are like weeds. To keep your garden weed-free, you can plant special flowers (automated monitoring tools) that spot weeds early. Add smart sprinklers (predictive analytics) to water the plants just right, and hire some clever robots (AI-based support) to fix problems before they grow big. This way, your garden stays beautiful without you having to pull out weeds all the time!

Look for the event's root cause: Why is this issue coming back? Perform all necessary tests to isolate the fault and try possible solutions.

To design a proactive system to prevent recurring technical support issues, implement a robust monitoring and alert system that identifies and addresses potential problems before they escalate. Develop a comprehensive knowledge base with detailed documentation and FAQs to empower users with self-help resources. I utilize Confluence to create easy "do it yourself" instructions for users that face common issues. This will help alleviate pressure on the help desk side. Provide ongoing training for support staff to keep them updated on best practices and new technologies, ensuring they can effectively manage and prevent issues.

grandes sistemas de gestão de chamados como o Glpi registram os chamados recorrentes, tanto por usuários quanto por equipamentos.

Automatic alerts can be of 2 types 1. CRM tools: Cases with important key words: Whenever we have cases with same keywords in the cases opened by customers, the list of all these cases are present in CRM dashboard for quick action by consultants, managers, leads 2. Automatic alert at system/server level: Using effective monitoring tools to alert the teams/consultant whenever the threshold is crossed eg: CPU spike is >85%

Sem sombra de dúvidas o treinamento é fundamental, entretanto para suporte de T.I é esperado que o treinamento se limite a parte específica das partes do sistema da empresa, haja vista que problemas gerais de TI como impressoras, computadores, redes, Etc , (EX: Bip na placa mãe e não exibe vídeo) é esperado que o funcionário de T.I saiba o que fazer

Recurso excelente e altamente aceito na comunidade e mercado de T.I. Bons sistemas de chamados tem integração com base de conhecimento.