IT Support Docs
Guides, videos, and best practices for the IT systems that we used to reduce ticket volume.
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| 🎁 For: | Lockwood Publishing | |
Screenshots and samples include made-up data that's representative of the project that I worked on.
Our IT team were swamped. They’d helped everyone move to remote working, setting up too many laptops to count. They’d also onboarded a record amount of new folks to the company, all while in the middle of a move to a bigger studio. Tickets were coming thick and fast!
The team asked me to create guides to ease the rate of support tickets and improve IT onboarding.
I worked with the team to create a content plan that included the most popular systems. Each guide covered a solution that we used and was broken up into task-based sections. For example, the Zoom guide sections for setting a background, adding Zoom links to meetings, and recording calls. I added a bunch of screenshots and (very) short looping videos so people could skim guides.
All our suppliers had good knowledge bases, so I kept the guides high-level and linked out to articles. Our guides instead covered best practices and company-specific ways of working. For example, that Zoom guide included links to our fun branded backgrounds.
The onboarding process went from a long email with lots of step-by-step instructions to a short doc with links to our IT guides. As a result, the team were able to get folks onboarded much faster and with fewer follow-up calls and tickets.
The IT guides are living documents. The structure and templates that I created mean the team can hop in and create or edit guides easily
Impact
- 🤫 Fewer IT tickets as folks could self-serve.
- 🏁 IT team send guides in reply to tickets, saving time.
- 🚀 Improved the onboarding experience.
- 🆕 Helped the company roll out new systems and processes.