SayPro Provide daily IT support to SayPro staff and troubleshoot technical issues from SayPro Monthly February SCMR-17 SayPro Monthly IT Services: Software development, cybersecurity, and IT support by SayPro Online Marketplace Office under SayPro Marketing Royalty
Objective
To ensure smooth and uninterrupted daily operations within SayPro, the SayPro IT Services team provided comprehensive, responsive, and proactive technical support to all staff members across departments during February SCMR-17. This included resolving software and hardware issues, ensuring system functionality, and enhancing user productivity through reliable IT infrastructure support.
Scope of Support Provided
1. Helpdesk Ticketing System Operations
- A centralized helpdesk system was maintained to log, track, and manage all incoming IT issues.
- A total of 368 tickets were received in February, covering hardware support, software troubleshooting, access control, and connectivity issues.
- Average response time: 15 minutes | Average resolution time: 2.5 hours
2. Hardware Troubleshooting and Maintenance
- Assisted staff with issues related to desktops, laptops, printers, monitors, and network devices.
- Diagnosed and resolved hardware failures, replaced damaged components (e.g., SSDs, RAM, power supplies), and upgraded outdated machines.
- Supported hardware configuration for 8 new hires, including laptop setup, software installation, and VPN access.
3. Software Installation and Technical Assistance
- Installed or updated essential software tools used by SayPro staff, including:
- Microsoft Office Suite
- SayPro Intranet and Admin Panel
- Adobe Creative Cloud
- Communication tools like Zoom, Microsoft Teams, and Slack
- Resolved application performance issues (e.g., slow-loading dashboards, login failures, system crashes).
- Provided troubleshooting assistance for SayPro CRM and inventory systems integrated with the marketplace platform.
4. Network Connectivity and VPN Support
- Resolved network connection problems in various regional offices by resetting routers, testing bandwidth, and replacing outdated switches.
- Assisted remote staff with setting up and troubleshooting VPN access to SayPro internal resources.
- Ensured uninterrupted access to cloud-based services by monitoring firewall and DNS configurations.
5. User Account Management
- Created, suspended, or modified user accounts for HR, marketing, logistics, and customer support teams.
- Reset over 94 forgotten passwords and enforced updated password policies aligned with cybersecurity protocols.
- Ensured proper role-based access control (RBAC) to internal applications to prevent privilege mismanagement.
6. Routine System Checks and Preventive Maintenance
- Performed daily backups of mission-critical data and verified the integrity of restore points.
- Conducted antivirus and malware scans on endpoints to prevent infections or unauthorized access.
- Cleared caches, removed temporary files, and optimized system performance for underperforming machines.
Staff Training and Knowledge Support
- Issued quick-reference guides for common IT issues such as:
- Connecting to SayPro Wi-Fi securely
- Accessing the shared drive
- Reporting phishing emails
- Delivered 2 internal workshops on best practices for remote working and cybersecurity hygiene.
- Enabled self-service support via an internal knowledge base, reducing repetitive ticket submissions.
Key IT Support Metrics – February SCMR-17
| Metric | Value |
|---|---|
| Total Helpdesk Tickets Resolved | 368 |
| Critical IT Issues Resolved | 24 |
| Workstations Maintained | 112 |
| User Accounts Created/Modified | 73 |
| Average Ticket Resolution Time | 2.5 hours |
| Staff Satisfaction Rate (via survey) | 96% |
Continuous Improvement Plans
- Implement AI-powered ticket categorization to streamline response times.
- Introduce remote monitoring tools for real-time issue detection.
- Automate routine IT support tasks such as software updates and password resets.
- Expand the IT support team to accommodate growing staff across departments.
Conclusion
Through consistent daily IT support, the SayPro IT Services team played a crucial role in maintaining operational continuity and productivity across all SayPro business units. The February SCMR-17 efforts highlight SayPro’s commitment to providing a stable, secure, and efficient digital working environment for its staff and departments.