Following the successful implementation of the new SharePoint intranet, the organisation required ongoing end-user support to ensure the smooth operation of the platform and timely resolution of any issues raised by SharePoint users and administrators. This phase aimed to provide structured support, including query resolution, technical advice, and troubleshooting, ensuring the organisation continued to derive maximum benefit from the SharePoint environment.

CHALLENGES:

Support Query Management: Establishing a clear and efficient process for handling support queries raised by end users and administrators.

Prioritisation of Requests: Implementing a system to prioritise support queries based on urgency, ensuring that critical issues were addressed within the agreed Service Level Agreement (SLA).

Technical Support and Troubleshooting: Providing expert assistance for resolving issues related to SharePoint configuration, permissions, workflows, and third-party components.

Knowledge Transfer: Building a repository of knowledge to empower the organisation’s in-house SharePoint Super Users and Administrators to handle recurring issues independently over time.

SOLUTIONS:

The SharePoint End User Support phase involved several key elements:

Support Process: A structured approach was implemented, where users first directed their queries to an internal SharePoint Super User. If unresolved, the query was escalated to the SharePoint Administrator, and finally, to the support team via email, detailing the issue, priority, and any supporting screenshots.

Ticket Management: Once a support query was received, a ticket was generated, and the user was notified with a support ticket number. Each ticket was prioritised as either “High” or “Normal,” with specific SLA timelines attached to ensure prompt resolution (8 hours for high-priority issues, 24 hours for normal-priority issues).

Issue Resolution: The support team investigated the root cause of each issue and worked to provide the most effective permanent solution, reducing the likelihood of recurrence. For complex or recurring problems, detailed documentation was created for future reference.

Knowledge Base Development: Documentation of all issues, causes, and resolutions was maintained, creating a knowledge base repository. This allowed both the internal and external support teams to resolve similar future issues more efficiently and empowered in-house SharePoint Super Users to take on more responsibility over time.

• Technical Assistance: The support team provided ongoing technical advice regarding SharePoint security, permissions, site management, and workflow troubleshooting. Additional support was offered in areas such as third-party integrations and enhancements to existing features.

The implementation of the structured SharePoint support system ensured that end users and administrators had a reliable method to resolve issues promptly. The phased support approach, including prioritisation and detailed documentation, enhanced user confidence and productivity. The creation of the knowledge base allowed the organisation to become more self-sufficient over time, while ongoing technical support ensured that the SharePoint environment remained optimised and effective. As a result, the organisation was able to achieve better collaboration and operational efficiency within their SharePoint ecosystem.