A gap exists between IT experts and businesses. The problem is that businesses do not understand almost anything about IT, and the IT experts do not take the time to explain it to them (most of the time). This gap is then transferred to expectations from IT support providers. The problem comes then of unrealistic, impossible, minimalistic, or simply blurred expectations. This leaves both sides frustrated and unsatisfied.
To put things straight, and get rid of the above problem, herewith we will list the top 5 things which you (rightfully) should expect from your IT support provider.
Table of Contents
Routine Daily It Support
These are the standard expectations from your IT support service provider company. They include:
- Flawless operation of computer equipment and the local area network (LAN) in the office;
- Running WiFi with sufficient bandwidth;
- Quick e-mail setup and mailbox operation;
- Setup of peripheral devices;
- Server, computer, network, and periphery maintenance.
Some people expect that with all these daily functions you will be overwhelmed with the presence of your IT support. This is an old and wrong concept. The truth is that most of the above functions can be executed remotely. Another common practice (say for backup) is for the IT support to do its job off-hours. The bottom line is that if all your IT systems work well, and you do not see your IT support – then you have landed on a perfect IT support provider company.
Your realistic expectations from an IT support provider in Brisbane should be that all items of the above list are operating smoothly.
Responsive Support
This is the triple zero IT support. New employees are hired and need their IT set up. Accidents do happen, and they need to be fixed with minimum downtime. Issues occur often with so many, and so complex items of your IT system. This is not a problem, as you have your IT managed service support. Or is it?
It all boils down to how fast will an IT issue be resolved. If it is within the hour, then you truly do have a good IT support company. If it is within 4-5 hours, then you may have a problem.
Realistic and prudent expectations are for responsive support of 1 hour from reporting the problem.
Protection, Backup And Disaster Recovery Support
Imagine what a day at the office will be like without IT. Spooky, eh? Well, this is also an important task of your IT managed company. It should ensure that no computer viruses can enter your system, no hacker has locked your files, and no power failures result in data loss or suspension of work. Your IT service provider should ensure adequate and updated protection against all known threats.
Beyond protection comes comprehensive backup. Together with your IT support company, you need to have a clear business continuity plan. If budget allows, you may consider moving to the cloud. As the pandemic crisis has shown, things do happen. Whether it is a lock-down, a flood, or a fire your business needs to be operational. This is what disaster recovery is all about. Make sure that you have one.
Expect protection, backup and disaster recovery from your Managed Service provider.
Strategic It Consulting
This is a hidden gem that all reasonable Managed Service providers can render to their clients, and is often wrongly overlooked.
We are living in the 4th Industrial Revolution. All businesses are digitalising all operations. The world is witnessing unparalleled efficiencies in all businesses thanks to new IT developments. The cloud has made office servers irrelevant. Online presence is more important than the brick-and-mortar workplace. Remote work is overtaking the planet. AI is generating market data that can dramatically increase sales.
Normally you cannot hope to keep up with all technological advances, which may influence your business. Fortunately, you have a professional partner to do this for you – your IT support service company.
Arrange for a representative of your IT support to be present at all talks regarding technology and processes. Inquire of new tech solutions being used by competitors. Ask for their opinion and feedback. This consulting is really a “gem” as if properly used it can make your business more efficient, less costly, more competitive and generate much more sales and income. Spending less and earning more – isn’t that what businesses are all about?
You may expect competent up-to-date advice from your IT support on technology and tech solutions that may benefit your business.
It Budget Planning Support
Sadly IT budgets are often drafted and adopted without the involvement of the IT support managed service. True, they are external to the business. But they are the ones responsible for your IT system to work flawlessly. It is necessary to get them involved in the IT planning and budgeting process. If the IT budgeting is linked with the IT Strategic consulting (see above) then your business will be on the right track.
With truly good quality IT support service providers in Brisbane can help you anticipate hardware and software changes. They can guide you on potential necessary upgrades. Utilising their expertise for your planning and budgeting process will ensure that there are no unforeseen IT expenses popping up within the year.
Expect prudent advice on IT requirements within the foreseeable future, to help you draft an IT error-proof budget.
This is just the list of the most important things which you can expect from your managed service provider. As technology is developing more or less on a daily basis it is highly possible that your interaction will deepen even further. Consider an analysis of the competitor services powered by IT, and how you can fight back. Think about digitalising some long-forgotten legacy process within your business. How about putting some data analytics to work on improving your customer satisfaction? Or just ask your IT provider a question about how to be more efficient or save some costs. Technology can help you with all of these and much more. And you have a perfect IT support partner for your business. read more
