IT support is one of the most important IT services provided by an IT solutions company. An IT support team is composed of individuals who has mastered the field of managed IT services. They are experts who can walk you through the different processes involved in maintaining your online business. They are the IT support professionals who work hand-in-hand with clients investing on the benefits of getting a reliable IT support team of professionals.
How would you know if the IT support you have are the professionals that your business needs?
There are two ways to find out: check their strategy in IT management, and check their criteria of quality IT support in delivering their services.
IT Support Strategy
There are three ways that IT support teams can do to ensure that they can deliver IT services from your chosen IT solutions company 24/7. All are done through organization. Organizing the activities of your IT support team can help improve your IT services, and ensure that your IT solutions company can deliver all the needs of your clients. Professional IT support teams use the following techniques:
• Organization of shifts - Since IT support cater to IT services 24/7, it is necessary for the IT solutions company to provide the clients’ demands as needed. Thus, your in-house IT support team should have a well-planned shifting schedule to cover all hours within the day.
Also, schedules can help monitor the staff assigned for IT support. Whatever feedback the IT solutions company gets out of the IT services within the shift, there will be few people involved when re-assessment should be done for improved IT services.
• Geographical settings – Geographical settings are necessary for IT support. This determines specific needs of your clients. If the geographical location caters to more small and medium businesses, your IT support team should be ready to assist with the IT services that their businesses commonly need.
Also, geographical settings helps your IT solutions company identify the common industries within the area. Different businesses have different concerns especially with IT services. Make sure that your IT support team has the correct expectations with the clients they are dealing with. This will ensure better IT solutions for your clients.
• Investing in great people - Investing on the right people for the job is a way of organizing your IT support team. This involves identification of the common demands and who will be able to answer to those demands. Knowledge in IT services could not be found in just one individual, so organizing your team based on skills that they have mastered will help you create an effective IT support team.
Great people with the right expertise is key to better IT solutions. Without expertise, there is nothing to offer to clients who seek IT management assistance. In the long run, clients will continue to avail of the IT services you offer, not because of the price, not because of the brand, but because of the professional IT support team that delivers the best IT services.
IT Support Criteria
What makes an excellent IT support service? Professional IT support has to live up with the standards and to exceed expectations if your IT solutions company wants to provide the best IT services. Here are the basic criteria that make a professional IT support team:
• Quick response time
Technical problems will come even in the most ungodly hour, and the best way to provide quality service to anything that may come up anytime is through 24/7 availability. If you always have a dedicated staff for IT support, there will be no time that your clients would need to wait for responses.
When we talk about response, this is not limited with automated-response just so to confirm that concerns are received. Customers need assurance that their concerns are taken care of by somebody who knows the solution. That is the kind of IT services that any IT solutions company should provide. That would be easy with an expert from your 24/7 IT support team.
• Prompt incident reporting and tracking
During security issues, effect of attacks is highly dependent on time. That is why the promptness of incident and tracking reports matter so much if you want to keep your clients secured. Security is one of the backbones of IT solutions. Your IT solutions company should provide the fastest IT service for security, and act on any incident as fast as possible. This could help mitigate the effects of attacks on businesses. Your IT support team exhibits expertise and professionalism if they are mindful and knowledgeable of the possible threats. They are also expected to deliver the necessary precautions to fend off malicious attacks.
• Maximum productivity
Maximum productivity refers to the performance of your IT support team that delivers the IT services necessary for any client. Your IT solutions company will surely reap the benefits of a professional IT support team that provides quick responses and quality results. The IT services of your IT solutions company might be similar with other companies on one way or another, but what gives your company the edge is a professional IT support team to help you deliver.
For IT solutions that go beyond the basic standards, and an IT support team that exhibits professionalism and expertise, contact ThinkIT Solutions. Call us now at +1 (504) 455-5552, and experience the ThinkIT quality of IT services.