Ticketing System

1. Triage tickets with a status of New or a status of Follow-Up Needed: Admin 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. Schedule technicians for assignments using TimeZest. 
   
4. Because notifications for new tickets go to your mailbox, it's ideal to check your inbox around once per hour (including immediately following any long breaks). You should also keep an eye on the New Tickets widget in your Autotask dashboard for new tickets from help desk customers which should be attended to very promptly during business hours. (Outside of business hours these tickets go directly to Mission Control.) Often techs will grab new help desk tickets, but in case they are busy, please make sure help desk customers are responded to particularly promptly. 
   
5. Pay frequent attention to the Slack "Slackbot" channel which will issue reminders if important tickets need attention. Techs will generally "grab" "server offline" and other technical matters. If you find too many of the tickets going to your Slackbot are not relevant to you, please discuss with Roberta so we can improve efficiencies. 
   

Phones and Emails 

1. Answer phones and triage customer issues, creating tickets and assigning techs as needed
   
2. Listen to new voice mails promptly. 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 #ALL_GGIT Slack channel so multiple team members are not addressing the same voice mails. 
   
3. Check mailboxes regularly and respond to most important emails first:
   

• About once every hour check your inbox. Particularly important is to respond to new tickets. 
  
• About once every hour check the voice mails via Slack.  
  
• Respond in a time-appropriate manner to customer notes on tickets for which you are the primary resource.

The ticket note email notifications are a work in progress and may need to be adjusted so that they only go to the primary resource on the ticket and not necessarily the office admin. If you are getting too many emails that don't require your attention, please discuss with Roberta so we can improve the system. 

Office Admin Weekly Routine

1. Complete the "admin to do" checklist items in Autotask tickets. 
2. Complete checklist items assigned to you in IT Glue checklists. (This occurs primarily when we onboard a new customer.) 
   
3. Refer new managed services prospects that phone in to Roberta (for now). (Explain to residential or one-off prospects that we no longer provide that type of support.)
   
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.
   
8. Manage and advise interns and temps when applicable. Assign them work. 
   
9. Create and manage new Autotask Projects from templates for onboarding new managed services customers
10. Submit your credit card charges and credits via web form promptly: https://geekgirlsit.com/cc-charge/  Password: https://nygg.itglue.com/3939201/passwords/28303241
    
11. Use contract templates to create contracts for new customer annual Microsoft licensing