As seen in The Maryland Coast Dispatch
The modern workplace relies heavily on the use of technology and a stable IT environment is the backbone of how you do business. So, when a problem emerges, the time spent waiting around for your IT provider can really add up. Sam Card discusses why some IT providers have slow response times, and what you can do about it.
Q: My technology partner promises immediate service, but sometimes I am waiting days to get things addressed. Why is this happening?
Sam Card: Some IT providers make a lot of promises in regard to meeting your company's needs, yet many don’t have the systems in place
to deliver service when you need it most. There are a few reasons for this. First, if organizational roles are not clearly defined, then there is no
set process for how to move through issues quickly. For example, a provider might not have a designated person on hand to answer the phone, or online
requests are treated differently than phone calls. There’s also the risk of different people scheduling overlapping appointments, resulting in double
Not having a proven process to distinguish calls is another reason you might be waiting long for a response. Quick calls should be handled differently than diagnostic visits. Also, there should be a service manager in the office specifically assigned to service issues. If there is no accountability system in place to work through more complicated issues quickly, that could lead to a delayed response.
Q: The IT provider I work with usually comes out the same day, but only if I am in touch before 9:00 a.m. Is this standard procedure?
SC: Unfortunately, you can’t always predict when an issue will arise. And it usually happens once employees have arrived and the day has started. Instead of sticking to rules and timelines, a better way to address tickets is to base them on priority and age. Calculations can be used to figure out where in the pipeline an issue belongs and then work on an appropriate solution. That way, you don’t have to contend with antsy employees, lost revenue and frustrated clients.
Q: So, what should I ask or look for to ensure I don’t experience more downtime than necessary?
SC: Ask about team structure first. You want to make sure your provider has a dedicated service dispatcher that operates as the communication “hub” between the clients and the company. Second, look for a company with a multi-tiered help desk. Smaller, quick turnaround requests should be immediately assigned to T1 technicians, while more complicated issues can be sent to the more seasoned and knowledgeable T2 technicians. This system provides quicker resolution times with the appropriate level of skill.