3 signs it’s time to change your IT Support company

How to spot a poorly performing IT Support company

IT services is a highly competitive marketplace. For businesses, IT Support is a critical area. The quality of support that you receive can be instrumental in determining the productivity of your employees and shape your ability to meet the needs of your customers.
Here are three signs that it may be time to change your support company.
1. Service desk staff are abrupt – if telephone support staff are short or seem pressured this is a sure sign that all is not well. Overstretched service desk teams may be wrestling with a number of problems including:

• Lack of IT Support skills and experience
• Poor technology for handling and managing support calls or tickets
• Over-stretched due to being short of staff

2. Slovenly onsite engineers – if onsite support engineers turn up and are of less than professional appearance and behaviour then it may be a sign of a lack of management control and cavalier attitudes to customer service
3. Lots of repeat calls – if solving problems requires a series of repeat calls, then your IT Support service provider may lack the combination of remote access and on-site capability required to hit SLA response times and achieve first time fixes

It’s not only about support

Remember there’s more to IT services than support. Consider IT the lifecycle of an IT solution:

• Consultancy – understanding the requirement
• Solution Design – specifying the solution
• Implementation – rolling it out with the minimum of disruption
• Support – the long tail of keeping it running, typically anything from 3 to 7 years

The quality of the first three influences the ability to properly support a solution. An inferior solution may become obsolete or uneconomic to operate and maintain long before it is budgeted for replacement.

Expert, well managed IT Support services from Paralogic

If you feel its time you changed your IT Support company then consider Paralogic. We have options that allow you to get top quality support at lower costs, especially where support is for hardware maintenance.
To find out more about how you can start enjoying the benefits of first-class top quality IT Support simply call Paralogic on 01844 293 330 or fill in the form on the right and we’ll be right back to you.
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