When you outsource your on-site deployment needs, you do it to save yourself the headache of managing technicians. The right partner will be able to equip you with tried and true professionals who know how to get their job done right, on time, and under budget. That said, it’s still easy to get lost in maze-like workflows, and there’s still plenty you can do to actively ensure smooth sailing on each project.
When you take the time to clearly establish the steps involved with every on-site job, you can ensure that expectations are understood and kept. Like a map, your established IT workflow will equip your technicians to navigate any job.
Next time a work ticket pops up, take the time to document a workflow like this one to save headaches on future jobs:
1. Technician Selection
Not every problem can be solved by just any technician. You need a professional, reliable, and most importantly, a competent and capable technician for each and every job. This starts with knowing where your technicians’ strengths and weaknesses are and planning accordingly. The right tech for installing new hardware might not always be the right one to set up a building’s Wi-Fi network.
This is an important step in any workflow. Before any work begins, a clear-cut plan of attack is developed and shared with all parties for confirmation. Confirm the schedule with the team on site, with the technician, and any other vendors involved with the job.
3. Pre-Arrival Notification
The technician should inform all parties when they are in route and no less than 30 minutes from the worksite. This heads up notifies all parties that they are on the way to the worksite, allowing for any preparation necessary.
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4. Technician Check-In
When the tech arrives on site, they check-in and get to work. Because technicians work on an hourly basis, it’s important to have multiple parties keeping track of time for accountability’s sake.
5. On-Site Approval
Once the work is completed, the technician takes photos of the work for record-keeping and completes any paperwork required.
A clear-cut workflow is one that details a ticket’s journey step-by-step. It relies heavily on effective communication and status updates in order to notify all parties involved about the current status and progress of a ticket. This is a tested and proven workflow, and one that we abide by closely for every single job we complete.