Revolutionary technology has allowed the globe to advance at an astounding rate over the last two decades. With technology continuously evolving, our lives have become easier and, with more connectivity than ever before, both our home and work lives can co-exist with seamless ease. Technology has spread like a wildfire throughout organisations the world over – businesses of all shapes and sizes have begun to realise the value it can offer.
Technology is the lynchpin to success in modern business. Implementing the right tools – and arguably more importantly – the support surrounding the most productive and secure way of using those tools, is one of the most important considerations a business owner can make. With the rapid influx of business tech, IT support companies are popping up like daisies. Some are making unrealistic claim after unrealistic claim, such as ‘we give the best support in the business’, ‘we have a proactive approach to IT support’, and ‘we cater our business to you’, to name just a few. What even qualifies as ‘top quality, best in the business IT support?’ How would you measure something so personal?
This may seem like we are thinking too hard about it, but, no, not really, because, depending on the individual demands of your organisation, the IT demands of a business can vary. We will move on to what to look for from your IT support provider later.
There is one long running misconception about IT support, and that is the fact that it isn’t just support any more at all. There was a time when the name matched what it is, but that time of IT ignorance and general unknowing is gone. Back then technology hadn’t evolved to a point that it could be moulded like playdough to the individual needs of a business, let alone to specific individual departments, like it can today.
There was no way to plan – business owners traditionally plan every move before they make it – it’s just the way that they are built. Luckily, modern IT support should be more, because they have the capability to warp to your whim and evolve alongside your business. The IT specialists tasked with managing your account should be active members of your team, with a vision to be as passionate about your business goals as you are, and have the knowledge of what tools can help you achieve that.
What will a good IT support specialist do for you?
Show interest with proactivity
We will start with the most important of all. The majority of IT companies have no intention of being proactive in their approach, they don’t learn the history of your organisation and show no real concerns for the future of it either. Most would be better off advertising themselves as an insurance provider; they show interest only in providing reactive support in the event of a problem. They should show genuine interest in the prolonged success of your business, using data both from the past and the present, to see what works and what doesn’t – doing so will give them the knowledge to prepare for disaster level events in a way that suits your business and particular style of management. As we have already said, every organisation is different and in many different ways, so you cannot say what works for one will work for all. Would the IT systems of a law firm be the same as that of a marketing agency? Of course not.
Proactivity allows for planned anticipation in the eventuality of a business defining problem. Your team have policies and procedures in place to ensure that, under any circumstances, production can continue. Small problems have no chance of becoming business defining disasters with strategically aligned IT at the forefront of operations, and with proactive support mirroring that tech your business can always keep the wheels turning.
Allow for unlimited calls
IT support companies that limit your calls shouldn’t even be considered – they are a waste of time. The concept alone is ludicrous – how are you meant to know how often you are going to need assistance, or when? If you could predict when you are going to need help, then you wouldn’t be asking for it.
Effective communication
Forgive me for saying this but tech minded individuals predominantly aren’t the most avid communicators. That, of course, doesn’t lessen their capabilities in implementing the right tools in a technical sense, but poor communication can hinder those actions dramatically. Poor levels of communication – and in turn your relationship – with your provider could severely suffer as a consequence. They must communicate ideas for the future of the company clearly and concisely – if they don’t then you will have no plan and no real targets from which to monitor success. On the other hand, no communication means that there is likely to not be any security policies and procedures in place.
Providers should be in contact with you frequently. Don’t expect calls every day checking in and walking you through everything step by step, but a monthly call (for example) would be a good time frame between them. They must make a clear effort to get to know you, and just as importantly your team.
The best providers go the extra step – they get to know your business on both a technical sense and a personal sense, they take the time to learn the inner workings of your organisation, the challenges your team face daily, and reinforce their position in your fight against those challenges.
Service Level Agreement (SLA)
SLA’s are important, as they define the parameters of your service. All providers offer something different; you must take time to make a revised decision after having spoken with the potential providers to be sure you choose the right one – don’t just sign the first contract you are offered.
The next article will be a buyer’s guide to IT support, and will detail what you need to look out for on prospective providers’ websites. It will, hopefully, equip you with what you need to know to make a revised decision on what is best for you, your team, and your business overall.
Your Success is Our Success
We’re a young, fun, and enthusiastic bunch of down-to-earth people that strive to relieve our clients’ IT headaches. We do love to engage and create enjoyable relationships with our clients, but, ultimately, we’re here to help your business to run smoothly and securely. Our team has many years of experience in IT Consultancy, Website Development, Email/Web Hosting, Server Builds/Installations/Maintenance, Network Issues, and IT Security… and more! Contact us now to find out how we can help you.
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