Standard Operating Procedures (SOP) for

Tech Team
1. General Guidelines
 Always maintain professionalism and clear communication with staff and stakeholders.
 Document all tasks, incidents, and changes in the IT service desk or designated system.
 Follow the company’s data security, privacy, and compliance policies.
 Escalate issues that cannot be resolved within the first response window.

2. User Support & Helpdesk

 Ticket Logging: All requests must be logged into the helpdesk system with priority
assigned (Low, Medium, High, Critical).
 Response Times:
o Low: within 24 hours
o Medium: within 8 hours
o High: within 4 hours
o Critical: immediate response
 Resolution Process: Troubleshoot, document steps taken, and close ticket only after
confirmation from the user.
 Escalation: Escalate unresolved issues to Level 2/3 support after two failed attempts.

3. System Setup & Maintenance

 New Device Setup:
1. Install OS and security patches.
2. Configure antivirus, VPN, and firewall.
3. Add user to domain and set access permissions.
4. Install approved applications.
 Preventive Maintenance: Run monthly system health checks (disk cleanup, updates,
backup verification).
 Asset Tagging: All devices must be recorded in the asset management system.

4. Network & Connectivity

  Monitoring: Use network monitoring tools to check uptime and bandwidth.
 Troubleshooting Steps:
1. Check physical connections.
2. Restart network device.
3. Verify IP/DNS settings.
4. Escalate to network admin if unresolved.
 Change Management: Any router/firewall changes must be documented and approved
by the IT manager.

5. Data Security & Access Control

 Enforce multi-factor authentication (MFA) for all critical systems.
 Password Policy: Minimum 12 characters, mixed complexity, rotated every 90 days.
 Access Control: Grant access strictly on a need-to-know basis. Disable accounts
immediately upon staff exit.
 Data Backup: Ensure daily automated backups and test recovery quarterly.

6. Incident Management
 Incident Types: Security breach, system outage, data loss, malware attack.
 Reporting: All incidents must be logged immediately and reported to the IT lead.
 Containment: Isolate affected systems to prevent spread.
 Resolution & Recovery: Apply fixes, restore backups, and monitor for recurrence.
 Post-Incident Review: Document root cause, resolution, and preventive measures.

7. Software & Application Management

 Installation Requests: Must be approved by IT manager before deployment.
 Patch Management: Apply vendor patches monthly or immediately for critical
vulnerabilities.
 License Management: Track licenses and ensure compliance with vendor agreements.

8. Communication & Reporting

 Weekly IT summary reports to management (tasks resolved, open tickets, challenges).
 Maintain IT knowledge base for common issues and solutions.
  Use team communication tools (e.g., Slack, Teams, or Zoho Cliq) for daily updates.

9. Disaster Recovery & Business Continuity

 Maintain updated disaster recovery plan with recovery point objective (RPO) and
recovery time objective (RTO).
 Ensure secondary internet and power backup systems are tested monthly.
 Conduct bi-annual disaster recovery drills.

10. Continuous Improvement

 Conduct monthly team reviews to identify bottlenecks.
 Encourage team training and certifications.
 Regularly update SOPs to reflect new technologies or company changes.

👉 Would you like me to make this into a polished, formal SOP document (with numbering,
tables, and checklists) that your tech team can directly adopt, or do you prefer this lean version
as a working guide?

Perfect — since this is for a Tech Support Team in a real estate brand, the SOP doesn’t need
to be overly “enterprise IT” heavy. It should be practical, user-friendly, and streamlined
around the everyday support tasks your team will handle (emails, devices, connectivity,
meetings, CRM tools, etc.).

Here’s a streamlined SOP draft tailored to a real estate brand:

Tech Support Team – Standard Operating

Procedures (SOP)
(For [Your Real Estate Brand Name])
1. General Guidelines
 Provide prompt and professional support to all staff across offices and branches.
 Log all requests and issues in the ticketing/helpdesk system.
 Escalate unresolved issues promptly to the IT Lead or Manager.
 Keep all systems, tools, and equipment secure and updated.

2. User Support & Helpdesk

 Ticket Logging: Every issue must be recorded (email issues, laptop problems, projector
setup, CRM access, etc.).
 Response & Resolution Time:
o Urgent (system down, office-wide outage): Immediate response.
o High (email/CRM not working): Within 4 hours.
o Normal (password reset, printer issues): Within 1 business day.
 Escalation: If unresolved after 2 attempts, escalate to senior IT staff.

3. Device & Equipment Setup

 New Staff Setup:
1. Create company email and grant CRM/Zoho access.
2. Configure laptop/desktop with antivirus and updates.
3. Provide Wi-Fi and printer access.
 Event/Meeting Setup:

o Ensure projectors, laptops, and internet are ready at least 1 hour before
meetings/events.

4. Network & Connectivity

 Daily Check: Confirm internet connection is stable in all offices.
 Troubleshooting:
1. Check cables and power.
2. Restart router/device.
3. Verify settings.
4. Escalate if issue persists.
  Maintain backup internet options (MiFi/alternative provider) for key offices.

5. Email & CRM Support

 Email Setup: Support staff with Zoho/Gmail configuration on laptops and phones.
 Password Reset: Verify staff identity before resetting.
 CRM Access: Add/remove users as instructed by HR/management.

6. Data & Security

 Enforce strong passwords and discourage password sharing.
 Deactivate accounts immediately when staff leave.
 Ensure data is regularly backed up (cloud systems, file servers).
 Report suspicious emails or malware attempts immediately.

7. Incident Handling
 Examples: Server downtime, email outage, CRM access failure, malware attack.
 Steps:
1. Log the incident in the helpdesk.
2. Contain the issue (disconnect affected device/network if needed).
3. Escalate critical issues to IT Manager immediately.
4. Document resolution steps.

8. Reporting & Communication

 Send weekly IT summary to management:
o Tickets resolved.
o Tickets pending.
o Major incidents and resolutions.
o Recommendations (e.g., need for new devices, internet upgrade).
 Maintain a shared knowledge base for common fixes (projector setup, CRM login
issues, printer fixes).
9. Continuous Improvement
 Attend monthly team review sessions to discuss challenges and solutions.
 Suggest cost-effective tools or upgrades to improve staff efficiency.
 Update SOPs regularly as new tools or systems are introduced.

✅ This version is short, practical, and aligned with real estate operations (focus on CRM,
meetings, internet, staff onboarding, and security).

Would you like me to turn this into a professional, branded SOP handbook (with tables,
checklists, and quick-reference guides) your team can actually circulate, or should I keep it as
a plain-text framework?