IT Support Request Prioritization Template

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Improve your IT support workflow by prioritizing requests based on urgency and importance. This template guides you through setting up a tracking system, defining criteria, training your team, and continuously monitoring and adjusting the system to meet customer needs.

By following this template, you can ensure that critical support requests are addressed promptly, enhancing overall customer satisfaction and service efficiency.

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IT Support Request Prioritization for Priority Matrix

IT Support Request Prioritization in Priority Matrix

Prioritize IT support requests efficiently to ensure timely resolution and high customer satisfaction.

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Proposed Tasks

Urgent and Important

  • Task 1: Set up IT Support Request Tracking System
    ☐ Choose suitable software ☐ Set up system infrastructure ☐ Test system functionality
  • Task 3: Train Team on Using the System
    ☐ Prepare training materials ☐ Conduct training sessions ☐ Answer any queries
  • Task 4: Implement the System
    ☐ Start using the system for incoming requests ☐ Monitor the system performance ☐ Make necessary adjustments
  • Task 7: Monitor Customer Satisfaction
    ☐ Set up customer feedback system ☐ Monitor feedback regularly ☐ Address any issues raised by customers

Important, Not Urgent

  • Task 10: Continuous Improvement
    ☐ Identify areas for improvement ☐ Implement improvements ☐ Monitor effects of improvements
  • Task 2: Define Criteria for Urgency and Importance
    ☐ Identify key factors determining urgency ☐ Identify key factors determining importance ☐ Set up criteria in the tracking system
  • Task 5: Review and Adjust Criteria
    ☐ Review effectiveness of current criteria ☐ Adjust criteria based on feedback ☐ Update system with new criteria
  • Task 6: Regular Check-ins with Team
    ☐ Conduct regular meetings to discuss system ☐ Address any issues or concerns ☐ Make improvements based on feedback
  • Task 9: Regular Training Sessions
    ☐ Conduct refresher training sessions ☐ Train new team members ☐ Update training materials as necessary

Urgent, Not Important

  • Task 8: Regular System Maintenance
    ☐ Schedule regular system checks ☐ Fix any bugs or issues ☐ Upgrade system as necessary