To ensure employees receive IT support during urgent hardware repairs, organizations should apply ITIL frameworks and business continuity strategies. Key steps include incident management via a ticketing system, hot standby devices for quick replacement, cloud-based access (VDI, remote desktops), and multichannel IT support (chat, email, phone). Proactive monitoring, preventive maintenance, and training enhance resilience. Clear communication and automation (e.g., chatbots) reduce downtime. These strategies ensure minimal disruption and continuous operations despite hardware failures.

They get straight down to critical support on the IT side during emergency hardware repairs via triage. Isolate the ones truly needing attention, communicating around downtimes, alternative solutions, and resolution timelines to keep all in the loop. Put into operation remote support tools to help employees with minimal disruption. Introduce para-solutions such as backup systems or other alternatives. Having these systems set up while repairs are going on helps maintain performance while in crisis. Systematic management of such emergencies ensures active operations.

Establish backup hardware and systems that can take over during repairs, minimizing downtime and ensuring continuous operations.

Normalmente todos los empleados de IT suelen estar comprometidos cuando hay una urgencia (y, si no lo están, es un buen momento para hacer un cribado) pero es cierto que nadie mejor que el jefe para delegar en los más eficientes las tareas más urgentes, así que al final, el último responsable de cómo funcionen los técnicos es el que tienen directamente al mando; elegir una persona correcta para ello es esencial. Informar al cliente, a la empresa, a tus empleados y a tu empresa. Que estén al tanto de cada movimiento, sobre todo el cliente final.

- One time during a hardware emergency, prioritizing critical issues kept essential operations running. - In my experience, clear communication about downtimes helps employees stay productive. - One thing I’ve found helpful is using remote support tools to assist employees seamlessly.

Communicate: Inform employees about the situation and provide regular updates. Prioritize: Focus on critical systems and users first. Temporary Solutions: Provide spare hardware or alternative tools. Support Team: Ensure the IT team is ready to handle increased requests. Document: Keep clear records of issues and solutions. Feedback: Set up a way for employees to report ongoing issues. Premier Support: Takes the advantage of onsite premier support provided by the hardware manufacturer. +IT Security: Ensure all temporary solutions and repairs comply with IT security protocols.

Assim como ensinado na ITIL sempre agregamos valor no atendimento ao cliente/colaborador. Evitar processos burocráticos no atendimento de 1° nível acelera muito a análise do problema. Se e hardware usuário comum não precisa perder tempo fazendo testes básicos pra confirmar. Que realmente precisa de um atendimento.

You immediately assess your situation and prioritise key aspects of the site/location. This could be severity of the issue itself or the people it may affect most. Which must be used to create a plan of action. Communication is crucial throughout its entirety. ALL staff need to be aware of the implications this has/will cause. Contact all forms of stakeholders if necessary to reduce confusion. Deploy and delegate tasks to necessary staff or team for each task that best fits their skill. It’s better to have smaller more efficient workloads per member/team than to cram it all. Locating temp solutions to reduce the longevity of the impact (downtime) if possible. Lastly regular updates on the situation keeps ALL staff informed.

Keep employees informed, prioritize critical systems, offer clear support channels (helpdesk, remote access), provide loaner devices/cloud solutions, manage expectations with realistic timelines, and evaluate/improve after repairs.