The Human Element of IT Services
As the digital world continues to grow, there is increasing demand for faster response times. Like the digital world, demand has also steadily grown for professional IT services in recent years.
As a business owner, it is likely you may be considering how IT support can help grow your business. If your business or organisation is looking for a managed IT service, then it’s natural to feel overwhelmed or confused by the sheer amount of information out there. Do you need a fully managed service? Are you just having internet connectivity problems? Does your business have a secure network, or do you need help with your cyber security?
Type IT support into any search engine and you’ll be inundated with results. It’s not difficult these days to find an IT service company. However, finding a service that fits with the needs of you and your business is a little trickier. It’s important to consider the kind of relationship you need with an IT support provider. What does your business need? What can your provider offer? Do you need a fully managed IT service, or are you simply having internet connectivity problems? Do you need a disaster recovery plan?
The Most Important Part of IT Services
A professional, well-managed IT support company will be able to answer all your questions with ease. They should also be able to tailor their services to the needs of you and your business. When finding the right company, it’s important to watch out for overselling, as well as complicated jargon. Communication is key.
From making phone calls to backing up your company’s data, businesses are increasingly reliant on their digital infrastructure and assets. Your tech ensures business continuity in their day-to-day operations. The technical aspect of your service is crucial in delivering efficient IT solutions to your business. However, it is also vital that the service you choose is a good fit for you and your team personality-wise. This is the element of tech that many forget when seeking the right company – the human element of IT.
Making connections: What is the human element of IT services?
With all the modern technology taking over our lives, maintaining a human element when it comes to IT and tech has never been more important. The human element is a comprehensive process and methodology for improving the way we work together.
In the context of IT support, the goal of the human element is to increase productivity and achieve better results for your business. Essentially, the human element means better relationships and communication in professional environments. It can be as little as knowing your IT technician by name, and as complex as the values and organisational culture present in your company.
While your IT support company will be focused on optimising your digital infrastructure, it’s also important they have an understanding of your business needs. Build trust and form a connection with your provider by asking plenty of questions. When was their business founded? Is it a family business, or a large scale corporation? How did you get into IT support?
Asking these questions will also help you find the right company for you. While the concept of IT support may not seem like the most natural, human-driven aspect of your business strategy, the reality is your chosen company needs to have a deeper understanding of your business as well as your goals. By gathering that deeper understanding, your IT company will be able to better align its own strategy with your business and be able to assist you with any future goals you may have for your digital infrastructure and assets.
Availability, responsiveness and efficiency
A great IT service provider will communicate clearly in a jargon-free language you and your staff understand. When your team raises an IT support ticket, how quickly does your service provider resolve the issue? Are they cool, calm and collected, or running around your office like a headless chicken? If the issue can be resolved remotely, are they calling frequently to check in and communicating clearly? Professional IT support technicians will have a clear process for responding and resolving any kind of issue.
Responsiveness is hugely important. Your managed IT service must respond to issues as quickly and efficiently as possible. They will be patient, working effectively under pressure to quickly handle issues before they escalate. Essentially, a professional IT management service should have the experience and expertise to handle any project or problem you throw at them.
Perhaps most important, you should feel comfortable asking your provider questions. Before signing any contract with your IT support service, it’s important to make sure you’ve done your due diligence. When asking questions, it’s also important to factor in your own team. They may have questions you may not have thought of, or enquiries relating to their own role in your business. Rapport is key.
What IT services does your company offer?
A quality IT provider should offer a range of digital solutions that are tailored to the needs of your business. As the support you require will depend on your unique specifications, such as your goals and the size of your business, it’s important to watch out for IT companies trying to oversell their services.
Do they provide 24/7 support?
How will your IT support assist with your long-term technology goals and ensure business continuity? The very best IT service providers will take a proactive approach to your tech. A professional managed IT service will evaluate your network and resolves any potential issues before they escalate. By working proactively, your provider will futureproof your digital infrastructure.
As a part of their proactive strategy, your IT support company should have a plan for data storage as well as backups and accessibility. They should also already know how to draft a comprehensive IT policy that is tailored to the needs of you and your business.
Do you provide in-house support?
If the human element of IT support is something you’re considering, then it’s important to ask your IT service provider if they are available for in-house support. Most IT support technicians will be available both remotely and on-site.
Think about how your team will operate in the event your technician is only available remotely. If you believe your business will benefit from both on-site and remote support, then it’s vital you find a provider who can meet that requirement.
What other industries do you support?
Asking what other businesses, organisations and industries your IT management service works with will give you a better understanding of whether or that service is right for you. Your provider may already work with businesses in a similar industry to you and be familiar with your existing hardware and software. They may also already have experience in your unique field which will give them a better understanding of your unique specifications and needs.
Do you offer different support levels?
If your business is small, then your IT provider should have the flexibility to foster growth and evolve with your own company. Most providers offer different levels of support that can be tailored to your needs and budget, and as a result, you may be able to upgrade your plan accordingly.
Pay-as-you-go support usually means you pay an hourly rate or a fixed price when your business requires it. If you’re looking for short-term IT support, then pay-as-you-go could work for you. However, it is important to remember you will not be receiving any proactive support.
Much like pay-as-you-go, break-fix support is charged hourly, or you may have to pay in advance. However, break-fix usually involves a fixed-price contract. This level of support acts as insurance in the event of a disruption or crash. Like pay-as-you-go, there will be no preventative measures in place.
Managed service support
From internet connectivity to IT consultancy, a dependable provider will offer a variety of different services. There should also be a fully managed service available, where your IT provider will act as your fully outsourced tech department complete with data management, disaster recovery and cyber security. Outsourcing your IT to a professional service provider actively reduces the chances of something going wrong in your network.
Your provider can actively manage and safeguard your digital assets. Managing your own data may seem like an easy enough task but the reality is a lot more of a hassle. Tasking your IT provider with your data management can increase operational efficiency and lessen the chance of data loss in the event of a crash.
Your disaster recovery plan will be a thorough, detailed strategy that can be undertaken following a disruption. From earthquakes to flash floods to cyber attacks and network outages, we can’t predict when a disruption will occur. However, your IT company can assess potential risks and plan accordingly.
As a part of your plan, your IT provider will also evaluate your digital infrastructure and assets, recognise potential issues and resolve them before they escalate. This proactive approach can save you time and money in the long term.
Even small businesses can find themselves the targets of online scams and cyber attacks. Unfortunately, these days, simple antivirus software and free firewalls downloaded from the internet just aren’t enough to protect your data or your staff.
Your IT provider should take cyber security seriously. If security is your concern, then your support service will be able to analyse your network and actively work towards securing your digital infrastructure and assets against unwelcome attacks.
Will I have one point of contact?
As far as the human element of IT support goes, there’s no better way of forming a relationship with your provider than having one point of contact. Ideally, you will have one or two points of contact who will know your business through and through. Your accounts manager will really get to know the ins and outs of your business. This includes any goals you may have for the future. In turn, this helps your provider build a bespoke strategy that is tailored to the needs of you and your business.
There’s nothing more frustrating than having to deal with multiple people who don’t have a deeper understanding of your company. So, before you sign your contract with your IT support provider, make sure you ask how many technicians, engineers and managers you’ll be dealing with. Ideally, you won’t be talking to an inexperienced operator in a call centre. You will have a single point of contact you know on a first-name basis who has a deeper understanding of your business strategy.
Managing your digital infrastructure with Acronyms IT Support
Your IT services provider should be able to devise flexible and practical IT solutions. These solutions should optimise your digital infrastructure, ease tension in your team and maximise your productivity. The human element of IT support is crucial in doing so. When considering your service options be sure to do your due diligence and ask plenty of questions. While forming a relationship with your IT support may seem futile, both you and your own team as well as your support technicians and engineers will have a deeper understanding of each other’s goals and strategies.
Acronyms IT Support have been delivering hassle-free, cost-effective digital services and solutions since 2003. We boast a talented team of specialists and technicians with decades of experience and expertise under their belts. We tailor our IT services to the needs of you and your business to provide support wherever we’re needed.
If you have any questions about the work we do or are ready to book a consultation, please contact us today.