More and more companies are becoming reliant on using technology to not only stay contact with their customers, but also for employees to carry out their work efficiently and thoroughly.
No matter the size of your business or the industry that you are in, IT support is essential for keeping your business running smoothly.
But what exactly is IT support, and what exactly is IT support? Join us for a tour.
What exactly does IT Support do?
It’s perhaps easier to ask “What doesn’t IT support actually do what does IT support not do?
IT support is accountable for ensuring all the technology used by companies runs smoothly. The duties performed vary from company to company but will generally comprise:
Installing, acquiring and configuring the hardware, software and networks. This can be anything from laptops, computer or mobile phone, all the way through to servers!
Maintaining, monitoring and upgrading the systems and networks
Resolution of service issues as fast as possible
Set up new starters using the equipment they require and ensuring leavers are taken off the system
The training of staff members to use systems and technology
Supporting customers with technical issues
Leading on the security of data and information (for example, keeping the company GDPR and PECR compliance). In order to do this, they’ll need to collaborate with other departments like marketing, finance and sales
Leading the modernisation and optimisation of the systems throughout the company. This project will allow the company to reduce costs, manage information more effectively and improve customer satisfaction.
The amount of assistance required will vary. In smaller organizations the IT support team may comprise of one person who is fully devoted to IT support, and it may be a position they are able to perform in conjunction with other duties in the company.
In larger companies as well as those with more of a focus on IT, there may be an additional team with people who are dedicated to various aspects of support. As an example, you may have 1st-line support that will be the first person to contact whenever an issue arises as well as 2nd and 3rd lines of support that deal with specific, niche problems.
Should I get in-house as well as remote IT support London?
Certain businesses have their own internal support while others use third-party services to provide assistance in their place. There are advantages and disadvantages to both.
The advantages of having an in-house support group are that issues are resolved quickly. Since the support team is located in the company, they will not only be able to build a rapport with other people working in the company but also be familiar with all the different hardware and software programs you utilize too.
The main drawback to in-house support is the cost . Not just do you have to pay their wages, but also you are also paying for their benefits holiday, and training.
The benefit of having remotely accessible IT support is that it is cost-effective that you only pay for the services they provide, making it an ideal choice for small businesses who may not have the funds hiring in-house personnel.
There’s also a degree of flexibility as well. You can pay for any number of hours of assistance as you need month-on-month. The disadvantage is that issues may take more time to resolve because you’re not the only customer, you may not always get their complete attention.
The system of support you choose to use will depend on your company’s size and goals as well as budget. If you’ve got some sort of IT support system in place and you’re able to access it, that’s what’s important.
What do you want to find in an individual or company who can provide support?
If you’re looking to establish an IT support team on your own or work with a third party company, there are factors to be considered to ensure a high-quality service.
Here are some of the factors to be looking for when choosing who to collaborate with.
Experience Have you found that the IT support person of your choice had experience and expertise in your industry? Do they have contacts you can speak to in order to see what they’ve been able to do?
Qualifications: If you use an specific system do the person of your selection have certifications and qualifications to demonstrate their expertise? If you are hiring someone to work within the company Are they eager to learn new skills and earn relevant qualifications?
Does well under pressure: IT support has to stay steady and efficient in potentially stressful situations. Do you know if your IT support person can provide examples of situations where they were required to keep their cool?
Trustworthiness: Since your IT support team member of choice will have access to sensitive information, they must to be reliable. It is possible to conduct a an identity check and look up their previous references to confirm that they’re responsible.
Flexibility: If a problem arises out of working hours, your IT support person of choice should be available to solve the issue, no matter if it is on evenings, weekends or on bank holidays. Are they willing to work on this?
Speaking clearly: The person of choice needs to be knowledgeable but they must also be able to communicate in terms that staff members easily comprehend. Can they explain the process without using jargon or technical language?
In the end, is IT support crucial?
IT support whether outsourced or in-house is no longer a thing that is just something that is ‘nice to possess’.
It’s a must to ensure that your infrastructure is operating efficiently, keeping your data secure , while also keeping your advertising channels open to customers who are interested in your services.
If you don’t have a support system for your business, this is an excellent moment to put one in place.
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