Many will have had experience of how the IT function or department can seem like a bad fit with the core business of an organisation. Behind this is usually an ‘us and them mentality’ which is entirely preventable. Making sure IT and the core business play on the same team takes a little effort and awareness from both sides. Here are some tips to help:
Make sure the IT team is well versed in the core business of the organisation. Integrating information on the organisation’s background and aims when tech workers are inducted is a good start. Make sure IT is kept up to date with changes.
Flat management structures… business democracies… these do exist. However, whatever the ideal, certain members of the organisation wield power or influence. IT needs to make sure it prioritises the needs of such people. It is a very good idea to identify and brief the IT team on the importance of these individuals.
At all levels avoid using acronyms when talking to the business. Whether performing support to an end-user or advising the board on technology strategy, tech jargon gets in the way of clear explanations and may make you seem arrogant, uncaring and disconnected from the business. It goes without saying its OK to use it within the IT team or others in the know.
IT management should make sure IT workers are included when monthly performance presentations take place. It’s common to let core business workers know how the business is performing. Make sure IT is included. It gives tech workers context and helps them understand that the business values them.
IT support is really about treating every end-user (from secretarial support or receptionist through to CEO, MD or FD) as a customer. Just as the quality of customer service dictates the fortunes of a business, QoS can make or break an IT department. From first call to follow up contacts, keep the customer satisfied.
Paralogic helps an internal IT support team to maintain great relations with its customers. Whether you need help filling gaps in your IT support arrangements or need specialist services, our experience and first class resources help you to support your core business.
Outsourcing support or using remotely managed support services are initiatives that enable support to be more effective and efficient. To find out more about how we can help simply fill in the form on the right or call us on 01844 293 330.
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