In the world of an MSP, challenges continuously multiply—and the brunt of the extensive priorities falls on the MSP technician. It’s common for technicians to find themselves distracted by unnecessary alerts, patching processes, printer troubleshooting and other mundane tasks instead of being able to work on the higher value, higher impact projects.
So how can technicians get more out of their work and see bigger returns? This new blog series, How to Do More Rewarding Work as an MSP Technician, answers just that, offering tips and advice on how techs can rethink and optimize their processes.
In part 1, we'll focus on how to improve your task time management and grow more efficient in your daily grind.
The longer an issue goes on and is unresolved or undiagnosed, the more frustration and poor perception is of your service. Additionally when a client expects certain settings or parameters to always be enforced and they are not set appropriately, it can be straining on the relationship.
The biggest factor to hone in on is reducing waste—reducing time spent on mundane tasks so you have more time for projects and can maximize company margins. Reducing time spent on tasks (focused on automation) and making sure you're meeting utilization goals is critical.
Tracking billable utilization is very important. You should compare time spent on billable tasks to things like non-billable tasks (such as patch management and BDRs).
In addition, break down "all clients" vs. "break fix" clients. The "all clients" bucket, especially if they're focused on automation, should take priority, while you can focus on closing tickets quickly for break fix clients, ensuring what comes in during the month is closed by the end of the month for billing.
Using a BI tool can show you how much time is spent on each ticket, how many tickets resolved this month, distribution of how many tickets from each client, how many tickets each individual is working on.
There are many things that can be automated to reduce time as well as to ensure compliance with company policies. Start by focusing on repetitive tasks or tickets that come up frequently.
The question I usually ask myself is can this be root cause analysis solved, automated, or otherwise fixed such as replacement of process or particular software. Some repetitive tasks we see would be reinstalling software, or making sure a particular setting is the way it should be.
If you can automate these types of tasks, you can allow your engineers to execute in the more critical thinking type of tickets that humans do extremely well rather than simply installing software or setting internet security settings.
One heavy suggestion I would make is learn to use Powershell. If you can effectively set an policy via Powershell or install software, then you can do anything you want to via automation and tasks in continuum. You can set an automation to fire off the script when a machine is onboarded and save the manual steps of a technician, freeing them up to do more meaningful and rewarding work.
The Continuum platform anticipates and tackles MSPs’ next challenges—enabling them to grow with confidence. Learn more about how to avoid technician agitation, pain and burnout in our new eBook, which you can download here!
By Gretchen Hoffman
By Gretchen Hoffman