There are regular business areas that inspire you – a new marketing campaign or product launch perhaps – it is unlikely that IT support could ever be one of them. However, IT support is one of those things when you need it, you really need it! If you find yourself in a highly disruptive IT-related case, shoot yourself when things are going well.
The problem for most businesses is finding time to turn their heads around for meaningful IT support. Do you value or specialize? Which is more important: a point-of-contact or warranty waiver? Do all IT support providers have safe fix time?
Often businesses that are inexperienced with handling IT support services can easily see that you have call workers after fixing something. However, IT support should be seen as an enabling force that helps your company stay competitive: a response that reduces current IT costs while reducing all potential IT costs.
Recently a survey was done by senior IT professionals to find out what is most important when it comes to IT support so that you can learn from their expertise.
Why do I need to outsource IT support?
Experienced IT professionals have made it clear that there are three main reasons why they should get their IT support:
- Required 24/7/365 support – Shops do not operate bus 9-5 – The world often watches and may want to train to shop at any time. Perhaps this is why more than forty percent of respondents said that being able to pick up a phone for IT support cover at any time was a very important reason for paying their IT support.
- Cost – About forty percent of respondents cited low cost as the main reason for IT support outsourcing. Having a professional employee “just in case” can be expensive, while multi-vendor support contracts also increase your IT support costs over time. An outsourced answer allows you to hire a specialist on standby, while not increasing full-time payroll costs.
- Expert experience – About forty percent of respondents stated that a requirement for specialist experience in business support would be a major reason to outsource IT support. The simple truth is that a business can use many types of technologies, and thus have to find an in-house IT professional or team that has experience in all your technologies. A decently outsourced IT support team can become IT qualified regardless of technology as they are likely to have a whole host of consultants on completely different IT software and IT hardware. This means that they are responsible for finding the most cost-effective and relevant solution for your company.
What are the key attributes in an IT supported provider?
Overall, the answer to the current question reflects the main reasons that most businesses pay for their IT support in the first place: accountability (70%), cost (60%) and experience (82%).
What services should I hire for a good IT support provider?
Some IT support providers may offer completely different services – some you definitely want, others don’t. It is important that you compare the services you really need to get the most cost-effective protection. Here are the services that responded to the most important survey:
Single point of contact – When you say IT support, talking to the same person every time is both insurance and helps reduce data recurrence. Your contact will get to know you and your business and may react more quickly to your wishes.
Multi-vendor support – As mentioned earlier, businesses rarely rely on only one technology, so it is important that an IT support provider can help, regardless of a vendor product.
Fixed time guarantee – Service level agreements are important for every aspect of IT – You’ll want to know what to expect before something goes wrong later instead.
Comprehensive Management Reporting – Reporting is the only clear window to trace behind the scenes of your IT support, so it must be comprehensive. An honest report can highlight your IT support provider’s experience while helping to clarify the problem with your IT. This may allow you to take preventive measures to reduce the likelihood of a similar problem in the future.
Finally, the reason for IT support is to reduce downtime and get your business up and running as soon as possible. An IT support services Durham NC must have experience dealing with multiple sales issues, the expertise to keep a cool head in an extreme crisis, the right service-level agreement as a guarantee.