As a senior project manager in an ever-growing digital agency and the main go-to communication person when landing clients and/ or pitching projects I have had the pleasure to take
Top 3 Practices of Long-term IT Support
In business, good technology is not an option, but a must. Nowadays, it is technology that bridges the gap between people and possibilities. In our previous article, we have mentioned how information technology is vital in improving the overall health of the business. It enables tasks to be carried out in a speedy manner – not only with efficiency but also with security.
The number one benefit of information technology is that it empowers people to do what they want to do. It lets people be creative. It lets people be productive. It lets people learn things they didn’t think they could learn before, and so in a sense, it is all about potential.
While it is true that technology may improve at a quick pace every single day; it is undeniable that it also leaves a few loopholes which needs fixing from the experts – the IT Support Services. With so many companies relying on technology, the fact still remains that no product, service, or end user is perfect. Systems can go down at any second, and a certain software can malfunction and create technical issues which can affect a specific part of a company’s day-to-day operations. This is mostly true in terms of a hardware or a software’s usability. This is exactly the reason why an organization must be prepared to provide assistance in case something goes wrong with the users’ end.
As business owners who are working hand-in-hand with Tech Support Services in terms of realizing that solid vision of creating the best customer experience for clients, there are a few things that we can expect from them, most especially on how they align their technology in terms of our business goals. Observing a set of practices that they must follow reduces our chances of wasting money on redundant support services and maintenance groups.
An excellent IT help desk goes above and beyond expectations. Here is a list of practices that you can use to double-check with your current IT Services Provider. On a side note, you can also use this checklist as a reference if you don’t have a tech support group yet.
1. Provides accessible help at your fingertips.
If you are in need of an immediate solution, it would be great if your IT Services Provider can give you a heads-up and a quick fix on certain issues. After a thorough assessment of your systems or your current tech setup, their tech support representatives can hand you a list of problems that you might encounter anytime, as well as a list of solutions on how you can solve these things – possibly, on your own. This makes you ready in urgent situations, most especially if a certain part of your business is anchored down due to bugs and other technical errors. It can be an online forum with a huge knowledge base and a wide array of videos that you can use to resolve your system’s most common issues.
Having this kind of information does not only maximize your investment in an IT support service alone. It also saves time on both ends.
Note that this “accessible help” can also come in a form of a chat representative or a person who is ready to take your calls around the clock. It’s basically just anything that saves you the time and the frustration of submitting online tickets and waiting for hours just for a single solution – only to find out that it’s actually not the solution that you are looking for.
2. Promotes proactivity and efficiency with their skills.
It is vital for your IT System Support Team to possess the skills necessary to come up with the kind of technology that your business needs. When gaps in the skill set are present, outages, delays in receiving help, and even extra expenses would be inevitable by then. Your chosen IT System Services Provider must be able to provide for the technical things that you need most and supply you with additional mechanisms for future needs.
You want them to understand your platform, your objectives, and your needs.
They must be able to help you manage your network complexity. This includes handing you the right tools and approach whatever issues may appear along the way. They can also contribute ideas to incorporate automated processes that do not need constant monitoring. This allows the company to focus on real problems instead of facing the organization’s daily tech needs. Having premier automated solutions can make it easier for companies to manage their basic frameworks in line with global and world-class standards.
More so, having a customer support software allows your IT Services Provider to collect and store data on a specific database that can be used to automate routine tasks like identifying problems and gathering information for faster detection and prevention of issues in your system. It provides them with a comprehensive profile of your system’s conditions at the moment. With this, they can draft an effective and strategic IT Plan for your company which can increase your employees’ efficiency and provides you with your IT needs.
3. Establishes metrics of success.
If your company’s chosen IT Support Services Provider is always busy dealing with daily tech support issues, they miss the chance of improving themselves by not being able to evaluate progress and forecast future problems and solutions. If this happens, your organization is deemed to pay the cost forever. Improvements will never be implemented, and the same issues will be encountered in the future. Your business will never get to try new features.
This is why carrying out an IT support system without ways of measuring success is a total waste of time. This is where KPIs enter. Key Performance Indicators and a few other metrics can be used to see if the value is indeed being delivered to the company. This assesses the current state of job performance and opens the doors for future growth.
Your customer satisfaction should be your company’s number one priority. This includes coming up with the best user experience for them, no matter what the costs are. Get an IT System Services Provider that has the skills to back up what they claim they can do. Find the perfect IT organization who can give you a set of premium solutions with state-of-the-art recommendations that that would truly fit your business. Make sure they follow-up and make it right the first time if possible.
We at Netcore can help you with our decades’ worth of experience in the field of Information Technology. With creativity, innovation, and award-winning campaigns, we have the best IT professionals to help you with your needs. We will work with you to make sure that your technology is up to par with your global competitors.
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