Imagine your conversation with an IT support services vendor. It might open with a discussion of the number of users, servers and locations, and proceed to coverage of applications and licenses, network types and speed and peripheral devices. This gives the provider an idea of the scope of the contract and the basic services needed.
Expect Your Business IT Foundation to be Strong
Candidates for your IT support provider should understand the importance of how your company’s computing resources work together. A specific knowledge of your current configuration and ideas about improvements suggest they are interested in overall performance. Even if you decide to start with basic desktop support services, they are likely to be an effective partner as your business grows. For companies with a complex, established IT infrastructure, it’s essential they understand your physical IT architecture, and the growing virtual side. Cloud services, in-house virtualization and high-availability systems have specific architecture needs.
Analytical Minds, Quality Tools and Metrics
Organized thinking, combined with a dynamic telephone and ticket system, can streamline response and ensure critical incidents are given top priority. One support software provider has written about incident management in detail. It’s about 1,600 words, but the core message is simple: The process is essential.
The best use of incident response quality tools and metrics is identifying bottlenecks and performance issues. Your contract should address goals for these performance measurements, but a monthly review of the data can point out IT staffing or decision-making issues. The IT company should be experienced with self-measurement and performance improvement and have some interesting success stories to tell.
Certifications and Degrees
The IT industry moves quickly. Workers update their training frequently to stay familiar with system software, applications, networking and tools. Certifications show the practical knowledge that they gained in training and help identify support workers who have both broad and specific knowledge of their specialties. Professionals with degrees understand advanced principles behind computing and can help with architecture, performance analysis and planning for the future. A good mix of trained professionals can resolve issues quickly inside their own organization, turning to vendors to handle more difficult problems and potential defects.
On-site and Involved
An on-site IT engineer connects you with your support organization in a more dynamic way. He or she can join whiteboard sessions, consult on projects, provide quick solutions and information and represent the IT world in your workplace. If your organization is working on software and systems projects, you may want to bring several trained and experienced IT engineers onto your team.
The time where companies purchased most computing products from a single vendor in exchange for interoperability guarantees has passed. Most customers now mix products and software and expect IT support technicians to address interoperability. Your IT support organization should be agile enough to work with you as you select and install solutions which meet your needs.
EIRE Systems is the IT Support Service You’re Looking For
The best company for your IT tech support service may vary according to your size and specific needs, but there are signs which indicate an effective, responsive provider. They should envision a solid IT architecture for your organization, have an effective and efficient incident management process which they use to improve, maintain a current background in the products you use and stay involved with your organization on a regular basis, preferably on-site. Most of all, they should be ready to help your business grow and succeed.
Contact our team today to learn more about our IT Staffing & Consulting, Managed Services, and Small-to-Medium Enterprise (SME) Support!