Choosing an IT support service provider, whether for your company or for your personal computer, isn’t really a daunting task if you know what to look for.

First Call Resolution

Make sure you don’t have to contact your IT support service multiple times to address the same issue. When you call once, the problem should be fixed the first time. This is extremely important in maintaining good support provider relations. In addition, first call resolutions ensure less downtime for your users or customers, which always translates to better profit margins for your business.

Easy Communication

Make sure your support service is easy to reach and always willing to explain everything in non-technical jargon. Good technology support needs good communication. Really good technicians understand that most of the customers they support will not have a very solid understanding of the underlying technology or technical issue.  Some users want detailed explanations and some just want the problem fixed and to move on with their busy day. It is very important that the support technician be able to recognize these traits and communicate with each individual user on a personal level to ensure the highest quality service.

Promptness, Courteousness, and Customer Care

A good support service values and respects your time and so will not miss scheduled appointments. Tardiness must never be a trait in the IT support service. A good tech support service will also never resort to “band-aid solutions.”

Qualified, Trained, and Licensed Technicians

Good tech support service managements recognize the skills, knowledge, and experience of each individual employee and makes sure that they are assigned to tasks that fall within their core abilities, and then provide them with quality training in areas that they are lacking. In some areas the technicians need to be qualified, trained, and licensed, especially when handling Microsoft operating systems.

Remote Support

Modern tech support services offer remote support without needing to go onsite. Most Remote Monitoring and Management (RMM) tools available to service providers allow remote access to customers. Remote support is necessary to provide timely response to customer support requests.  This also allows the support provider to complete projects much faster. However, there are still a few tasks, especially for physically downed equipment, that require onsite visits.

Proactive Monitoring and Follow-ups

Some customers and companies may require proactive monitoring and maintenance especially for network systems. The idea behind proactive management is to recognize mid to severe issues that will affect the usability of your network resources and to respond to them before most of your users notice there is a problem. Response times may vary depending on the support subscription plan, but any proactive management plan should include nightly maintenance to keep your system performing optimally, scheduled log reporting to track any issues on your equipment, and respond to them before they cause a problem that leaves your business without necessary services. The service provider should also follow-up after a request to make certain that everything is functioning as expected. Part of this is also ensuring that the billing process is as simplified as possible.

Dedication

Dedication to customer service and technical excellence is a reflection of corporate culture. If a tech support company is not dedicated to quality in all aspects of their service delivery, then that is a problem that will cost money in the short and long-term.

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This entry was posted by Staff Writer on Thursday, March 31, 2016 at 4:02:06 AM and is filed under Mixellaneous.

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