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For a company to do its 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 organisations to get work done every day.
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 yet disruptive issues on their own.
Whether your company is big or small, when the wi-fi goes down or someone’s computer plays 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 people from around the company can report issues or share requests with the IT team.
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.
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.
Prioritise requests and tasks
As IT requests come in, triaging is key to getting work done. Emoji are great for prioritising and assigning tasks to teammates.
For example, A1 Marketing uses a simple colour-coded scheme:
🔴 :red_circle: emoji for urgent and time-sensitive requests 🔵 :blue_circle: emoji for urgent issues (but nothing time sensitive) ⚪️ :white_circle: emoji for non-urgent requests
Using this simple yet effective prioritisation scheme, IT can quickly spring to action when something needs their immediate attention and still process all other incoming requests.
To prevent teammate overlap and to free up your team’s resources, use an emoji reaction system for incoming requests:
React with 👀 :eyes: when you’re looking into an issue
Add a ✅ :white_tick: when an issue has been resolved
Here’s an example of prioritisation in action:
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. With an #announcements channel, you can update the entire company using @everyone or target a specific user group quickly.
For planned outages, you can even set a reminder and automatically update members of the #announcementschannel 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.
Centralise 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 resolvable issues they come across.