No matter whether you’re a small business or a large enterprise, turning to remote IT support services for your support needs often makes a lot of sense. This is especially true if your organisation has:
- A mobile workforce and a bring your own device (BYOD) policy in place;
- Several offices in different locations, including overseas; and
- A range of different software and hardware devices in use.
We’ve talked about the benefits of outsourcing your IT support before, and we’ve explained why more and more small businesses are embracing IT managed services. Today we’re sharing a few tips to help make your relationship with your provider a success, especially if this is your first time engaging remote IT support services.
1) Think about your requirements first.
You need to clearly understand and articulate your organisation’s support needs in order to find a suitable service provider. Does your team need both phone and email support? Do you need a service provider that’s proficient in Windows and Mac OS? Think about how your staff would prefer to receive help and what they’ll actually need help with - and discuss these with your provider in detail.
2) Set effective boundaries, and manage expectations.
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But that doesn’t necessarily mean it’s responsible for everything; there may be some things you’d prefer to handle in-house, like passwords or device provisioning (although many providers do allow you to outsource all your technology needs!). Furthermore, whilst possible, having remote IT support services doesn’t automatically mean round-the-clock support is covered under your agreement. Set the boundaries with your staff and your provider, so that everybody knows what type of support to expect and when.
3) Invest in proper staff training.
Engaging remote IT support services doesn’t mean you can neglect staff training. Why? Because human error (and general failure to follow company policies and procedures) is a leading cause of both common and serious IT issues, including large-scale security breaches.
Training your employees in proper use of your systems and devices will ensure safe use of technology, and help prevent your support desk becoming inundated with requests for assistance. This means that your remote IT support services are free to handle more serious issues, instead of being swamped by requests to help with printing errors or deleted files!
Find success with remote IT support services
Outsourcing your IT support needs gives your organisation access to experienced IT professionals who can provide a better user experience for your staff, regardless of their location or their equipment.
But you can’t expect the transition to remote support to be a smooth process without a bit of preparation on your end. The best way to make sure you get the most out of your service provider is by being clear about your requirements upfront, setting boundaries, managing expectations and investing in proper training. After all, the strongest relationships are built on good communication.