Technology is an integral part of most business enterprises, and that technology is only useful if it is up-to-date and working properly. The tech support team responsible for keeping that technology in top shape needs to have a good relationship with operations to do its job well. Improve your relationship with operations by following these tips, and move your tech support team to the next level.
Keep an Eye on the Big Picture
Working with technology requires a logical, focused frame of mind. Unfortunately, a strong focus sometimes keeps tech support workers removed from the company culture and separated from the company's goals. Reconnect tech and operations by focusing on your company's agenda. Remember that bigger is not always better. Consider the overall impact of every change you propose, and provide technology solutions that move your company towards its goals in the simplest, most cost effective manner.
Collaborate well with company executives in providing solutions to problems, and those executives are likely to respond by providing better support for your team. Remain approachable when workers come to you with problems, and they will provide the input you need to do your job well. Effective two-way communication in all interactions lays the foundation for a better relationship between tech and operations.
Always Follow Up
This simple rule goes a long way towards forming stronger bonds between members of operations and the tech support team. Every time you work with a member of operations, follow up with an email. Ask if a solution worked. Check in on the status of an upgrade project. Ask if there is anything else you can do to help. A quick follow-up email shows that you care about operations and want to help. Use the feedback that you receive to improve your future interactions.
Whether you forget to hook-up an auxiliary hard drive or accidentally unplug a company-wide server, promptly take responsibility for your error in a matter-of-fact manner. No one likes getting the runaround, and your honesty helps relieve anxieties surrounding the situation. Ideally, have the person most closely responsible for the incident explain what happened and how the situation is being rectified. Follow up with an analysis of what led to the mistake and future controls that minimize the chance of it happening again. Finally, take feedback from operations and use it constructively to develop protocols that reduce the probability of similar mistakes happening in the future.
Build a strong relationship with operations by keeping an eye on the big picture, following up after every interaction and acknowledging your mistakes. A strong relationship between tech support and operations reduces anxiety and creates an environment in which your team can thrive. Better tech support translates to better company operations, which is a win-win situation for everyone.
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