IT service can often be an extremely complicated subject, particularly when you begin to really understand the inner workings of a computer. However, there are still quite a few basics that almost all businesses can manage on their own. In this free DSC online guide, we’ll share the core fundamentals of good IT service to keep your company running smoothly (and safely). This is the first in a series of articles on how to keep an IT service tech happy. With this first one, we’ll go over some of the most basic things that every good technician needs to know.
One of the first things that every IT service tech needs to know is how to deal with calls from clients or other professionals. It’s understandable that they’re busy and that they don’t always have time to spend on every call that comes in. That’s why you want to make sure that you always have an open line with your support staff. Give them the number to reach if someone has a question or if they need help finding the solution to a problem.
Speaking of problems, understanding how different support teams handle them is also important. Most support groups aren’t always the same. Different departments have different skill sets and different ways of doing things. Don’t assume that just because you’ve heard the name of a tech that he or she’s always on top of things. The support staff might not be as experienced as you’d like, or it could be that they’re used to dealing with a specific problem rather than trying to solve more complex problems.
You should also consider what the tech does on a regular basis. If they’re used to working with network troubleshooting, but a problem suddenly arises, it can still be difficult for them to help you solve the issue. Try to find out how often this happens and what the root cause is. It can be frustrating if this happens regularly for you, so try to figure out the reason behind it and make it as easy as possible for them. This will also make it easier for them to help others in the future when they do have questions that only they can answer.
Ask the tech about what they think they can bring to the table. This will give you an idea of their skill level and whether or not they are really capable of handling different types of issues. If the tech is experienced, they’ll probably know many different answers to the same question, which is a good sign. If you ask them a question, make sure that you fully understand it and that you’re willing to work with them to make it happen. For example, if you have a PC that won’t start because it’s full of spyware, don’t expect the support person to be able to let you know what’s wrong.
Understand what kind of things the support tech will be doing. You need to know what kind of help they can provide, in order for you to know how good the support team is. For example, if the computer crashes all of the time and there’s nothing that you can do about it, then the support tech might be able to reset the computer to a previous working state so that it can run normally again. Ask the support person about what they can do for you, whether that means resetting your system or reinstalling your operating system.
Have a plan of action. The best thing to do if you ever encounter a problem with a program is to get together with the IT support team. Don’t expect them to know anything that you do. Get them to explain things to you, whether it’s better to just get the computer repaired or go into consumer protection. The best thing to do is get better acquainted with the support staff. They’ll know things to do and ask for more information that you probably won’t be able to give without specific training.
Trust in the IT support staff. When you’re having problems, it can seem impossible to figure out what exactly is going on. If the person you speak with can’t figure it out, trust them. They have likely been dealing with the same problem your system is having, and they can help you find the solution. If you don’t get a good feeling about the people you speak with, look somewhere else. Find another IT support company.