Your IT Support For Massillon, Akron, Canton, and NE Ohio
Your IT support shouldn’t make you wait.
Whether it’s over the phone technical support or waiting at your office for a technician to show up, the longer it takes the more frustrating it gets.
More and more often we hear from potential and new clients that they just want to work with an IT company that will come when they call. In dealing with those that don’t, they keep encountering the same problems – usually, that no one can get their work done until the technician shows up.
But when will that be?
After you’ve placed a call to your IT support, it’s just a matter of time before the problem gets fixed – but do you even know how long you’re expected to wait? Or worse, what happens when they fail to show up at all?
The question is – if it’s unacceptable for first-time employees entering the workforce to do this, then why do you keep letting your technician, and your IT support company as a whole, get away with it?
What Affects The Level Of Service For IT Support?
Depending on when you place the call, your IT support may not even show up the same day. And if the problem is serious enough to cause downtime for even a couple of employees, that’s a lot of wasted time and a lot of wasted wages.
There are a few potential reasons for this type of delay…
The IT Support Company Is Outsourcing Their Technicians
If you’re working with a smaller IT support company, it’s possible that they outsource their support calls to a third party. For IT companies that lack the resources to invest in the people and resources needed to make service calls, it’s more economical to pay for a technician from a larger company to come to take care of it.
While this is more cost-effective, the downside is that once the service call is passed from department to department and company to company, it’s much harder to make sure the same person is going to be available to address the service ticket.
Your IT Support Is Equipped To Deal With Your IT Needs
IT support isn’t just a matter of the people involved, either. Your IT company needs both a capable staff and the right tools for them to use in order to properly address your support needs.
Case in point: support systems. Has your IT company invested in support systems that allow them to manage your requests, monitor your systems, and track performance? Or are they just relying on a support email inbox to answer your questions?
Without the right tools to support your IT, your IT company won’t be able to properly address your needs. Progress on resolutions can’t be tracked, tickets will inevitably be overlooked, and the support process will suffer.
Your IT Support Doesn’t Have A Strategy
This is a core issue when it comes to IT support. If your IT support isn’t worried about sending support in a timely manner, then it’s not going to happen, right? As far as they’re concerned from their perspective, all service calls are equal, and likely only based on one of a few common problems.
As such, any given technician can handle it eventually, right? Wrong – a lack of strategy leads to a lack of lasting solutions, which leads to more service calls, all of which contribute to a vicious cycle.
Your IT Support Lacks Accountability
It’s also possible that your technician isn’t showing up on time because they know they don’t have to. Did you double-check about response time guarantees when you hired this IT support? If not, they’re not directly obligated to show up in any window. They really only have to be there fast enough to make sure you don’t decide to take your business elsewhere.
What’s The Secret To High-Quality IT Support?
When you evaluate your IT support, there’s a lot to consider. Many of these key aspects (service consistency, service level agreements, support call wait times and windows, etc.) need to be determined from the start.
Do you know the secret to effective IT support?
It’s not expensive, flashy technology…
It’s not vendor partnerships and technical certifications…
It’s not even necessarily having the lowest monthly rate…
It’s all about response – which is exactly what Rea & Associates delivers. No matter what question you have that needs expert IT consulting, or regardless of any support request you make that needs a quick answer, we will answer quickly, and arrange support in a timely manner.