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The Importance Of Documentation

Published 1 Feb 2019

Documentation is a vital part of what we do as a Managed IT Service Provider.  Customer intelligence is finding out things like how customers use applications, their experiences, and personal preferences – whilst ensuring that we can easily access the information in a secure manner.

Good documentation makes the entire process of providing support services more fluid and this translates into a more efficient and positive support experience for our clients.  Everything from new hardware and software configuration detail to 3rd party usernames and passwords are all centrally recorded which gives us the best platform to provide a great customer experience.

Good documentation is the base upon which 1st class customer service is built. It enables reactive situations to set the stage for proactive “Wow’s”, and it bolsters a team culture by making sure team members have the tools necessary to address customer concerns as effectively as possible.

We use a secure and agile cloud based solution which allows us to access all documentation relating to our customers using the internet.  This means that we have access to our full repository of information where ever we go.

Our documentation is effectivity in one location and fully integrates with our Service Desk system. All documentation is easily searchable via company, assets, hardware, software and known fixes to issues, this intuitiveness alone makes us more efficient.

All documentation is stored securely requiring multi factor authentication, which ensures that the data can only be accessed by authorised staff.

The system we use has the powerful capability to link documents to equipment, hardware, software, vendor, known fixes and more.  Linking enables us to easily identify which pre and post steps are necessary to complete a job at hand which may not have been known until the linked documents is seen.  This intelligence evolves over time as we use the system linking becomes mature which benefits all our technical team.

As a Senior Support Engineer, being passionate about good documentation is a must, as it not only makes my life easier but it directly translates to a positive outcome too.  After all, good documentation is an investment in future efficiency.

Rob Haggerty joined Select Technology in 2016 as Senior Engineer and has become an integral member of the team.  Rob is responsible for infrastructure and server related tickets as well as escalations from the junior team. Rob blends great technical skills with soft skills, perfect attributes for a customer facing support role.  Rob’s passion for service excellence drives his dedication to continually help us improve all areas of the business including developing our documentation solution.

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