Slack for IT teams

For a company to do it’s best work, it needs a top-notch infrastructure — that’s where IT comes in. We’ll cover Slack strategies IT teams can use to keep things humming along and power their organizations to get work done everyday.

Why use Slack for IT?

  • Manage IT requests from across the company and support urgent issues, all in one place.
  • Keep the whole company informed about updates and service outages using announcements.
  • Create a central location for IT resources and give employees the tools to solve minor, but disruptive, issues on their own.

 

Manage requests 

Whether your company is big or small, when the Wi-Fi goes down or someone's computer acts up, productivity can really suffer. Providing support to an entire company is a big job, so IT teams need a smart and efficient way to manage incoming requests. Fortunately, this can be done in Slack!

Create a dedicated #help-it channel where folks from around the company can report issues or share requests with the IT team.

Screen_Shot_2017-09-15_at_4.03.52_PM.png

Coordinate your team’s efforts by assigning one person each day to manage incoming requests. Update the channel topic to let everyone know who’s on duty for the day, week, or month.Screen_Shot_2017-10-02_at_5.04.03_PM.png

Tip: Already use a third-party IT help desk system? You can Connect the app to Slack and make it easier for people to submit tickets to #help-it and get updates without ever leaving their workspace. 

 

Prioritize requests and tasks

As IT requests come in, triaging is key to getting work done. Emoji are great for prioritizing and assigning tasks to teammates.

For example, Acme Corp. uses a simple color coded scheme:

🔴 :red_circle: emoji for urgent and time-sensitive requests
🔵 :blue_circle: emoji Urgent issues (but nothing time sensitive)
⚪️ :white_circle: emoji for non-urgent requests

Using this simple yet effective prioritization scheme, IT can quickly spring to action when something needs their immediate attention and still triage all other incoming requests.

To prevent teammate overlap and to free up your team’s resources, use a emoji reaction system for incoming requests:

  • React with 👀 :eyes: when you're looking into an issue 
  • Add a ✅ :white_check_mark: when an issue has been resolved

Here's an example of prioritization in action: Screen_Shot_2017-10-25_at_1.29.47_PM.png

 

Make company-wide announcements

When there's a service interruption (whether it's planned or not), IT needs to alert the right people and keep them in the loop. Using an #announcements channel, you can update the entire company using @everyone or target a specific user group quickly.Screen_Shot_2017-10-25_at_1.25.27_PM.png

For planned outages, you can even set a reminder and automatically update members of the #announcements channel at the time and date you've specified. You can even pin service alerts to your #help-it channel, and simply unpin them when complete. Screen_Shot_2017-09-19_at_11.03.25_AM.png

 

Centralize important info 

Let’s face it: some issues, although disruptive, don’t require extensive troubleshooting from the IT team. You can empower other employees around the company to solve the solvable issues they come across.

One way to help your teammates get reliable answers is to document troubleshooting steps in a post and pin them to your #help-it channel.

Screen_Shot_2017-10-02_at_6.19.20_PM.png

You can even get help from Slackbot by adding customized automatic responses to your workspace to answer common IT questions:

  • What's the Wi-Fi password?
  • Where are the printers?
  • How do I submit an equipment request? 

It’s a win-win! You’ll save time and energy and your colleagues will learn how to help themselves and find reliable answers.

Screen_Shot_2017-10-02_at_6.38.43_PM.png

Learn to use Slack more efficiently! We offer free, interactive training for transforming your work in Slack. Explore the study guide and follow the path to Get Certified at slack.com/certification.🏅

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