When employees forget their passwords, can’t figure out how to use an application, or need help recovering from a crash, how long does it take to respond to and correct these issues? How much money is it costing to pay these employees while they’re unable to do their jobs and assist customers?
In many cases, the IT department consists of one overworked person who can barely cover day-to-day tasks, much less emergencies. Sometimes there is no IT department and employees go to someone for IT support even though IT support is not in that person’s job description. In this case, these problems take a backseat to that person’s main job responsibilities and other more pressing IT issues.
A help desk can give employees the IT support they need, but not all help desks are created equal. Often you’re forced to answer a long series of questions that are unrelated to the issue you need to correct, only to be told to restart your computer.
Meanwhile, the clock is ticking, productivity is suffering and customers are waiting.
The most cost-effective way for small and midsized business to quickly respond to both routine IT requests and major challenges without sacrificing productivity is to outsource IT support.
If you have limited in-house IT support or none at all, hiring IT personnel probably isn’t in the budget. When you outsource IT support to Atlantic-IT.net, there is no capital investment or salary to pay. You simply pay for the level of support you need each month. If you do have in-house IT staff, outsourcing to Atlantic-IT.net enables them to focus on core business activities rather than taking user support calls.
This isn’t an overseas call center. Your employees will speak with highly qualified IT consultants, engineers and technicians who follow formal, documented support processes based on the specific hardware and software your company uses. Having formal support processes in place allows us to resolve problems faster without asking unnecessary questions.
What qualities should you look for in an IT support provider?
- Real-world experience and up-to-date training. Anyone can read from a script or a manual. A true IT support professional has the most recent certifications and hands-on experience to solve problems.
- Patience. Let’s be honest. Nobody likes to call support. We only call support when we have a problem, and support takes the brunt of our anger and frustration. IT support personnel need to maintain their composure, patiently answer questions and provide easy-to-understand explanations.
- Respect. Even if the user’s support request isn’t serious, IT support personnel need to show that they’re taking it seriously and following formal processes. Without respect, the user won’t have confidence in IT support or the solution provided.
- Flexibility. Support requests could range from network connectivity, to application difficulty to mobile access problems. IT is constantly changing, so IT support must be able to tackle the full range of issues that can occur in today’s complex IT environments.
As your outsourced IT department, Atlantic-IT.net understands that top-notch IT support is a balance between expertise, technology, formal processes and strong customer service. Contact us to find out how our strategic support services can keep your business moving forward.