If there’s one thing we all know about IT, it’s that it’s never perfect. Your team will always have a stream of issues and problems that need resolving. That’s why you have IT support, right?
But not all IT support relationships are created equal.
The strongest relationships are built on strong communication. Give your IT partner the right information and they can deliver fast, effective results.
If you’re a smaller business you’ll be best served having a dedicated engineer from your IT partner’s team to talk to via email. Larger organisations will likely need a ticketing system due to the larger volume of support requests that will go through.
Either way, the most important thing is making sure your team has a process for clearly establishing their problem in a way that allows the engineer to identify and resolve it as smoothly as possible. To get quick results from IT support, use a process that looks something like this:
This process isn’t just about making life easier for your IT partner; more importantly it’ll allow your team to get quick results from IT support, letting them return to full productivity much sooner.
This kind of detailed reporting of problems will also allow your IT partner to spot recurring issues and investigate the root cause in order to prevent future issues.
In other words, it’s win-win.