Technical support is important, but IT technical support is even more vital. When you’re managing a business, you’re responsible for making sure that everything runs smoothly. But we all encounter tech problems from time to time. IT support exists to fix the problems that arise along the way so that you can focus on running your company.
All companies need IT. For instance, IT is used to store information, to help with shipping, and to facilitate the point of sale, as well as to schedule emails and manage online accounts. The list goes on and on. Because it’s such an integral part of many businesses, IT technical support is vital, meaning the quality of your tech support is too. High-quality support can help to streamline your business operations, while inadequate support, on the other hand, is a nightmare in the making.
Here are some red flags to watch out for. If you regularly experience any of these, your technical support needs improvement.
Your contact should be available whenever you need them. There’s nothing worse than encountering a tech problem and being unable to get the help you need. This is one of the most frustrating IT scenarios. Your IT support should be responsive, helpful, and available. You should not be repeatedly contacting your representative without getting through. If you are experiencing this, it may be a sign that your IT technical support is on the terrible end of the spectrum.
You may find that anytime you call for assistance, your technical support person blames the system in its entirety. If this is an experience you’re having, it’s another red flag that your IT support may be terrible. Your support team should know the system well enough to be able to identify particular issues with it. Blaming the system as a whole does not offer a solution. It also may be an attempt to cover up the fact that they don’t have a solution. Your technical support team should be motivated to identify and solve the problem.
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Doesn’t Check Updates
Your technical support should find out when your system was last updated, but they can also remote into your system to check for themselves. Neglecting to install updates can cause needless issues. If you aren’t questioned about recent updates, it may be a red flag that your technical support is lacking because this is one of the more basic tasks they should be responsible for.
Off and On
Sometimes the simplest solution is the answer. With tech, sometimes turning a device off and on again is the way to fix a problem. It sounds cliche but it’s the truth. Your technical support person should ask if you’ve restarted your device. Powering off and on can start the hardware with a clean slate. Often, it does solve one-time problems. Your support team should ask this question early on. If they don’t, it may be a red flag that it’s time to hire a better tech support team.
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