What you should expect from an outsourced IT Helpdesk

To start off using the word “Outsourced” in the title is a bit of a red herring because what you should expect from your IT helpdesk will be the same whether it’s outsourced or not.  In fact for a lot of SME’s an outsourced IT helpdesk should give you even more than an internal one as you have access to a much larger team.  A much larger team means a much more diverse knowledge base.  These days even the smallest of businesses rely on a wide range of software and hardware, way more than you can expect any one person to have a deep working knowledge of for every single aspect.  So with that aspect covered what you should expect is quite simple.

  1. Full Problem Resolution & Expert Customer Service
    In the world of IT, problems happen. Computers crash, passwords are lost, email stops working, and the list goes on and without proper technical support in place, these problems can bring your business to an abrupt – and potentially damaging – halt.  You should expect to enjoy peace of mind knowing from certified technicians who can quickly and efficiently resolve even your most complex technical problems.  An IT support helpdesk should be able to resolve a large majority of issues with the first call you make.  They should also (in most cases) have a system in place that allows them to work on your PC instantly and remotely so you’re problem can be resolved quickly with minimal impact form you so you can get one with whatever it is you do best.

 

  1. Proactive Care & Maintenance
    Not every support issue can be called a catastrophe…until it prevents you from being able to do your job.  That’s why your IT Help Desk should have some form of Remote Monitoring and Management in place.  Ever heard the saying prevention is better than cure?  Makes a lot of sense doesn’t it? That’s what Remote Monitoring and Management is.  Whilst it’s great to have someone on hand to fix something when it goes wrong it’s even better to have someone working in the background making sure things don’t go wrong in the first place.  Think of your IT like your car, which you get serviced and MOT’d every year (I hope).  The thing is there are a lot more moving parts in a typical businesses IT then there is in your average car, yet most don’t have any kind of ongoing servicing or preventative maintenance plans for their IT.  So ask yourself or your IT helpdesk what is being done to monitor and manage the performance of your network?

And that is it!  Quite simple – fix stuff when it goes wrong and where ever possible stop stuff going wrong in the first place.  Despite things being that simple we find most small businesses don’t have any kind of proactive care and ongoing maintenance built in to their IT plans and it is the most common reason for poor computer performance, slow internet browsing and unreliable technology which is also most peoples biggest frustration in the workplace.  End that now but having an audit of your IT and getting everything working as it should, and if you need any help let us know.

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