Every IT provider has some form of help desk support. It’s a staple of the industry. Where things differentiate, depending on the quality of IT support, is the type of help desk being offered.
Lower cost IT providers — those that are often the first choice of small and mid-sized businesses — usually farm out their help desk support to a third party. While this can work, and it is technically a help desk, third party help desks are often not local and, in many cases, completely offshore.
Because of this, it’s common for companies to waste time and resources simply navigating through the process of working with a help desk — time and resources that can be put to much better use elsewhere.
So what’s the other option? We believe that companies, no matter their size, benefit greatly from having a dedicated, primary technician with a team of support behind them. Here are 10 reasons why this is an essential part of managed IT services:
1. A full team of support
Each of our clients has a full team of support behind them, beginning with a dedicated Service Technician to handle the day-to-day issues, a Lead Technician who handles escalations and coverage, a Field Technician for on-site support and additional coverage, and a Service Manager who oversees the entire team and steps in when higher level help is needed. Because of this, we are able to ensure that no matter the issue, our clients receive the support they need in a thorough and efficient manner — the key to avoiding dreaded downtime.
2. Support that understands your business
An out-of-region or offshore help desk isn’t going to know your business and its unique needs. Your systems, your operations, your common issues — when a dedicated technician knows these elements, they are able to provide you with much more efficient and solid fixes rather than simply running through a checklist that usually starts with the words “turn it off and on again.”
Additionally, a dedicated technician means that when you need support for common issues, you are always dealing with a familiar face rather than a random person who happened to get assigned your ticket.
3. Access to true expertise
Our dedicated technicians are highly skilled and certified professionals with 5+ years of experience, and they specialize in various aspects of IT support. This level of expertise is often beyond the reach of small and mid-sized businesses on their own.
4. Ability to scale
As your business grows, so do your IT needs. Having a dedicated technician and team behind you offers you flexibility to scale your support services in line with your business growth. Your dedicated contact knows your business trajectory and can scale their services to match your growth.
5. Greater efficiency
Handling IT issues internally can be a significant distraction for small and mid-sized businesses. Having dedicated technician support means you have a familiar and consistent point of contact, allowing you to focus on your core activities without the constant interruption of dealing with a help desk that doesn’t know your needs.
6. Improved security
While cyber security needs to be a constant concern for all businesses, not every security tool is right for every business. A dedicated technician and team — who, again, know your business inside and out — are able to provide you with better recommendations, often saving you money on cyber security without sacrificing safety.
7. Proactive maintenance
The best support happens before a problem arrives. Since a dedicated technician is part of a larger IT team that knows your infrastructure like the back of their hand, they’re in a position to spot and get in front of things like hardware failures and software that needs to be updated.
8. Faster recovery times
IT issues tend to slow everything down, and the longer you spend dealing with an issue, the more money you will end up spending in the long run. Since a dedicated technician and team know exactly what your business needs, they are able to identify and remedy issues much more quickly.
9. Better customer support
For many businesses, customer support is a critical component of their operations. Dedicated technician support ensures that your customer-facing systems and applications are always functioning optimally. This reliability translates to better customer experiences, as your customers will encounter fewer issues and receive timely assistance when needed.
10. Guidance on the latest technology
Keeping up with the latest technological advancements can be challenging for small and mid-sized businesses. A dedicated technician can leverage the knowledge of a wider IT team that stays current with industry trends and innovations. They can then help you determine which technology will actually help, rather than weigh down, your business.
Interested in learning more about our dedicated help desk support services? Schedule some time to chat with us.
