The difference between a ticket that gets resolved on the first reply and one that bounces back and forth for three days is almost always the same thing: detail. IT isn’t sitting at your desk. We can’t see your screen, we don’t know which campaign you’re on, and we can’t tell whether the problem started […]
How to Log a Ticket — And What to Include So We Can Fix It Faster Read More »
New Starters: Your First Week IT Checklist Welcome. This is everything IT needs from you, and everything you need from IT, in your first week. Work through it in order. Most of it takes minutes, and getting it done early means you’re not sorting out a login problem on the morning you’re due on the
New Starters: Your First Week IT Checklist Read More »
The full policy is a formal document you signed at induction. This is the working version — what it actually means at your desk, in plain language. Where this article and the signed policy differ, the signed policy governs. But nothing here should surprise you. The starting point The equipment, the accounts, the network and
The Acceptable Use Policy: What You Can and Can’t Do on Company Equipment Read More »
Passwords and Bitwarden — The Rules, and How to Actually Use Them Password rules feel arbitrary until you know what they’re defending against. This article covers both halves: why the rules are what they are, and how to use Bitwarden so following them costs you nothing. The rules Long beats complicated. Length is what makes
Passwords and Password Managers — The Rules, and How to Actually Use Them Read More »
Most security advice is about what happens on the network. This one is about what happens in the room. An open-plan floor with forty-one desks, shift changes, visitors and cleaners has a particular set of risks, and none of them involve hacking anything. They involve someone walking past a screen, picking up a note, or
Clean Desk, Locked Screen: Physical Security on the BPO Floor Read More »
What Happens When Systems Go Down — Our DR and Continuity Plan Systems fail. Links drop, servers fall over, buildings become inaccessible. The question is never whether it happens, but how long it takes to get back and how much is lost. This article explains what’s in place, what you’ll actually experience, and what’s expected
What Happens When Systems Go Down — Our DR and Continuity Plan Read More »
Every ticket gets a priority. It isn’t set by how urgently the ticket was worded — it’s set by impact, and understanding how that works explains why your ticket is where it is in the queue. How priority is decided Two questions, and nothing else: How many people are affected? One person, a team, a
Priority Levels and Response Times: What to Expect Read More »
Handling Client Data: The Rules That Apply to Every Campaign The data on your screen doesn’t belong to Invarium. It belongs to the person it describes, and our client is answerable for it to their own regulator. That’s the whole reason these rules exist, and it’s why they don’t bend for a difficult caller, a
Handling Client Data: The Rules That Apply to Every Campaign Read More »
Reporting a Security Incident — What Counts, and What to Do in the First Ten Minutes Three articles on this site tell you to report an incident immediately. This one explains what that actually means. Read it now rather than when you need it. In the moment, people don’t search — they hesitate, and hesitation
Reporting a Security Incident — What Counts, and What to Do in the First Ten Minutes Read More »
Power interruptions are a fact of working in Harare. What matters is that everyone does the same thing in the same order when one happens, because a coordinated floor recovers in minutes and an uncoordinated one loses a shift. This article covers what happens automatically, what you should do, and what you shouldn’t. What’s protected
Working Through Load Shedding: Power, UPS and What to Do When the Lights Go Read More »
