Having the right IT service provider in place is essential when you want life in your business to run smoothly. Although there are many excellent services out there, a lot of them can miss the mark. By learning more about the ways your service provider can fall behind, you stand a stronger chance of rectifying the situation.
Not resolving calls immediately
When you or a member of your staff make a call to your IT support team, what do you expect? For almost everyone, there’s a desire to address problems immediately. Unfortunately, it isn’t unusual to be passed between call handlers while the IT service staff tries to find the most appropriate person for the job.
One of the biggest issues with a low first call resolution rate is that it can negatively impact your business’s finances. Before entering into a contract with a helpdesk provider, find out more about their first call resolution rate. If it’s low, consider whether your business can survive such problems.
Being too reactive rather than proactive
Did you know that one in five businesses will lose $12,000 for each hour of downtime? Although it isn’t possible to prevent downtime altogether, using the right IT service desk helps you to prevent it. The right team will look for flaws in your system and then use that information to create a downtime prevention plan.
Before entering into a contract with a provider, ask them how they prevent downtime. Organizations that focus on reacting alone are likely to lose your money, which isn’t ideal.
Poor ticket response times
When you open a support ticket with a service provider, you need to know that the response times will be swift. If the provider you’re using has a slow response time, consider what the impact on your business is. In many cases, the impact involves time and money. Each year, businesses lose an average of 14.5 hours due to IT downtime.
Decreasing ticket response times could involve improving communication between your staff and your IT service provider. If your employees aren’t communicating the problem clearly, it may be that the response time is slow due to sparse information. Alternatively, if it appears your staff is taking a comprehensive approach and your ticket response times are still poor, it may be time to change providers.
You don’t know who to call
Take a step back from your current IT support plans and ask yourself whether the company you’re using can address all your problems. If you find yourself calling different organizations for different challenges, you’re probably wasting your time. When this results in you calling the wrong people for the wrong job, you increase your chances of experiencing business downtime.
The easiest way to address not knowing who to call is to find a service provider that’s comprehensive. Finding a company that covers all your services under one roof means you always have one point of contact. You’ll reduce confusion for your employees, and there will be a continuation of service across all technical areas.
After finding a helpdesk that minimizes your stresses, make sure you communicate with them. If there are any technical changes on the horizon, inform them well in advance of their implementation. Additionally, spend some time reviewing your support plans each year. By finding a helpdesk that ticks all the right boxes, you could reduce business downtime and protect your company’s finances.