Handovers
Whenever there is a change over of staff, such as a shift change or a switch from one support person to another, make sure you have a structured handover in place. For a regular shift this is probably best provided in written form such as an email or a document based on a template. Useful information would include an overview of incidents raised and their current status; changes completed; changes in flight and current status including any pertinent information that needs to be carried across etc.
For a weekly switch of support personnel it's worth getting the whole team in a meeting room on the day of handover to discuss similar matters but in more detail. For example you would benefit from discussing how you handled an incident and what you would do differently next time. You can also use this time to discuss general improvements: a change to a monitor; a clearer escalation process etc.
Finally, make sure everyone on the team is aware of upcoming changes and how they may affect the team. To be forewarned is to be forearmed.
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