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Facts Every Business Owner Must Know About Choosing IT Technical Support

Nov 2nd 2015 at 9:45 PM

If you are a business owner relying on supporting an internal technical support staff, contracting for local IT support or national remote technical center, it is critical for you to read this information on selecting IT technical support.

Choices in choosing IT technical support include hiring internal staff with initial certifications to maintain and manage servers, workstations, desktops, laptops, printers, smartphones, operating systems software, antivirus, professional office software and special applications. Some enterprises have contracted with a local firm to provide on demand on site break/fix support. A third choice is to engage with a national remote technical center with certifications to support each device and software application remotely over the internet and correct any failures. Many national technical centers include pro-active monitoring as a value-add. Selecting a technical support provider depends on the following:

Experience and Training - The experience of the IT technical staff starts with certifications.

Certifications recognize the technician has completed course work to install and manage a specific device or software application. The challenge for these technical schools is to find instructors with the requisite training on the most current hardware and software technology. The current curriculum many times only certifies technology launched 2-3 years ago. The internal employee must be trained on current technology which is an added budget item.

The typical local service provider has a difficult time in providing training unless the company is large enough to have training support from the hardware and software manufacturers or those large distributors that will support continuous training. National technical assistant centers have the numbers and synergy to maintain continuous education. The value of experience for remote technical service shows 90% of end user problems can be handled by an offsite technical assistant center.

End users supported by internal technicians typically have to schedule a time to review and correct the failure. Many times, the device would be picked up for repair work, rendering the end user unable to electronically communicate.

"Support departments have always had a reputation for high employee turnover, but there is little data about what constitutes a "normal" churn rate. This report draws on survey responses from 131 support organizations to identify real-world benchmarks for employee losses, and offers evidence that much of the turnover in tech support represents promotions and transfers rather than departures from the company itself.

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