Following the successful launch of the new SharePoint intranet, the organisation needed ongoing end-user support to ensure smooth operation and prompt resolution of any issues raised by users and administrators. This phase aimed to provide structured support, including query resolution, technical advice, and troubleshooting, to help the organisation maximise its benefits from the SharePoint environment.

CHALLENGES:

To enhance support query management, it is essential to establish a clear and efficient process for addressing queries from end users and administrators. A prioritisation system is necessary to classify support requests by urgency, ensuring that critical issues are resolved within agreed timelines. Additionally, creating a knowledge repository is vital for empowering in-house SharePoint Super Users and Administrators, enabling them to manage recurring issues independently over time.

SOLUTIONS:

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

Ticket Management: Upon receipt of a support query, 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 and 24 hours for normal-priority issues).

Issue Resolution: The support team investigated the root cause of each issue and aimed to provide effective permanent solutions to reduce 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 to create a knowledge base repository. This allowed both internal and external support teams to resolve similar future issues more efficiently, empowering in-house SharePoint Super Users to take on greater 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.

This phased approach, incorporating prioritisation and detailed documentation, increased user confidence and productivity. The knowledge base promoted self-sufficiency, while ongoing technical support ensured the SharePoint environment remained optimised. Consequently, the organisation experienced improved collaboration and operational efficiency within its SharePoint ecosystem.