Office Admin Responsibilities and Daily/Weekly Routines

Office Admin Responsibilities and Daily/Weekly Routines



Office Admin Daily Routine


Breakdown of areas of office admin
  1. Ticket maintenance (creating, updating, scheduling tickets)
  2. Quotes (for hardware, warranties, firewall software)
  3. Fielding customer's administrative inquiries (project inquiries, invoicing questions)
  4. Phones - responding to general messages and (when time permits) answering calls directly
  5. Ongoing tasks: keeping an eye on secondary mailbox (info), QB invoices that need follow-up. 
  6. Maintenance - documentation updates when needed (editing checklists, updating customer info in IT Glue)


Ticketing System

  1. Go through open tickets in Autotask throughout the day to respond to customers or assign work as needed. (Service Desk > Workspace and Queues).
  2. Check your AutoTask widgets for tickets that need follow-up. Follow up on all tickets as needed.
  3. At least once per hour (including immediately following any long breaks), check the New Tickets widget for new tickets from help desk customers which must be attended to immediately during business hours. (Outside of business hours these tickets go directly to Mission Control.)
  4. Pay frequent attention to the Slack "Slackbot" channel which will issue reminders if important tickets need attention.
  5. At least once per day, look at Autotask widget, "Current Tix Worked on by Mission Control" and make sure Help Desk is on track and only working on appropriate tickets. See also: How to Communicate with Mission Control Regarding Tickets (Send, Assign or Inquire About Mission Control Work)

Phones and Emails 

  1. Answer phones and triage customer issues, creating tickets and assigning techs as needed
  2. Listen to new voice mails promptly and, if there are any that haven't been addressed by another team member, triage which require a more immediate response and which can wait. Always announce the ones you take responsibility for in the channel so no one else tries to address them. 
  3. Check mailboxes regularly and respond to most important emails first, not necessarily in order they came in:
      • At least once every hour check your inbox (office@.... ). Particularly important is to respond to time-sensitive customer notes on tickets for which you are the primary resource. 
      • At least once every hours check the voice mails via Slack.  
      • At least once per day, check inbox info@... 
      • At least once every two days check email accounting@... and respond to customer administrative concerns or notify Roberta if input is needed. Put emails that have been replied to in the Responded subfolder.





Office Admin Weekly Routine


  1. Follow up on severely overdue invoices via weekly spreadsheet emailed to you from QuickBooks.



Other (General) Responsibilities


  1. Complete the "admin to do" checklist items in Autotask tickets. 
  2. Complete checklist items assigned to you in IT Glue customer onboarding checklists. 
  3. Refer new managed services prospects that phone in to Roberta (for now). Manage new residential customers (for now).
  4. Respond to administrative requests such as password reminders and software license renewals (warranties, firewall licenses, etc).
  5. Document new or changed info in IT Glue when provided to you by customer or technician. 
  6. Generate and edit quotes (for hardware, warranties, firewall software, etc.) for customers.
  7. Reserve parking spots for tech onsite visits

Manage and advise interns and temps. Assign them work. 

Schedule technicians for assignments using TimeZest. 

Create and manage new Autotask Projects from templates for onboarding new managed services customers

Submit your credit card charges and credits via web form promptly. https://geekgirlsit.com/time/   Password: https://nygg.itglue.com/3939201/passwords/28303241

Use contract templates to create contracts for new customer annual Microsoft licensing 



Other responsibilities as time permits:



Keep our portals and filing systems organized and up to date: Remove or deactivate old items as needed in TimeZest (one-time use appointment types), SharePoint (archive old client paperwork), the Info "public folders," archive old client, emails etc.  


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