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5 Must-Have Features of Your IT Support Service
With so much choice available, it’s easy to see how choosing your IT support solution can be confusing.
Here’s a checklist of what you should expect from your IT support provider:
1.Plain Speaking
Each industry has its own jargon and technical terms. IT probably has more than most. However, it is reasonable to expect any discussions about your requirements and the support available to use plain, jargon-free English.
2. Reliability
Network and systems reliability is central to delivering an outstanding experience – for those working within your business and your customers too. What track record does your IT support company offer? Have they provided IT services to businesses of your size and nature? “We perform over 900 tests every minute across our client base,” says Eric Hughes of EMH Technology. “This means that we can identify any issues and take appropriate action extremely quickly.”
3. People-Based Support
The product or service may be technology-based, but the problem is being experienced by a real person. The people providing your IT support need lots of technical know-how as well as great people skills.
“We work with people first, then technology,” says Eric “We understand how frustrating – and potentially scary – IT problems can be. Our ‘I am stuck’ web address for our connecting to our support team sums up the personable style of IT support that we offer.”
4. Availability
If you have a problem with your IT systems – whether it’s hardware or cloud-based – you want it to be resolved as quickly as possible. Questions that you should ask your IT support company include:
- Do you offer a fully-staffed support phone line as well as online support?
- Is a dedicated support line available for my business?
- What support is available out of traditional office hours?
- Do you have an automated monitoring system that can identify problems and send notifications 24 hours a day, 365 days a year?
Some of the above IT support services may involve additional costs however it’s reassuring to know that this level of support is available if you need it.
5.Flexibility
Every business is unique, so why should you squeeze into an ‘off the shelf’ support service? Your IT Support provider should listen to your requirements and understand your operation, offering IT solutions and services specific to your business. In particular, check how the IT services offered can adapt as your business needs change – due to growth in the number of sites or employees, for example. Are you locked into a fixed, long-term contract or can the level of support you receive change easily? The quality and flexibility of service delivery are essential to you receiving the right support for your business.
If you would like to discuss your IT support requirements, why not contact EMH Technology? We look forward to a no-obligation, jargon-free chat with you.