Does Your IT Service Desk Support You

Posted on 23. Apr, 2015 by in Technology Business, Technology Services And Companies

Whether you are a large, small or somewhere in-between sized company, you quite likely have IT support. This typically includes a service desk, someone that should be able to answer your tech questions when you call. For some, they experience great relief using their service and with others they find only more confusion. At site, our service desk is available 24-hours a day, 7-days a week and 365-days a year to provide support services. Let’s discuss some key points to see how your current company supports you:

IT Service Desk

How Are They Available to You?

Some companies have telephone support. Others have a hybrid of telephone support for daytime hours in their time zone and then chat support during the evening hours. There are also companies which offer support only via chat or e-mail. No one can tell you which is best simply that these are the options available to you. Some prefer the telephone because you get an answer right in that instant or someone will get back to you. When you e-mail or chat with someone, there is a concern as you do not know how long it will take for them to get back to you. So if you are dealing with a pressing tech issue, a telephone call might be ideal. No one can ever predict exactly what type of support they will need. Your past experiences and the current technical knowledge level of your staff can be a good indicator of the level of support that would be helpful for you to consider.

When Can You Reach Them?

This is very important to keep in mind. As mentioned, some companies have only daytime service available by telephone and then chat during the evening hours. There is no guarantee if you send an e-mail for support as to when it will be answered, most companies seem to give a “24 to 48 hour” type of promise to their customers but some may be quicker and others will take a longer period of time. Being able to reach IT support can be critical. If your computers are hacked or you have a serious technical issue, you do not want to wait to receive an e-mail. You might not even be able to send one.

Who Answers Your Questions?

While you’ll want to keep this in mind, you don’t always have a clear-cut answer to this unless the company discloses information about this. At some companies, a telephone call, e-mail or chat is first answered by an assistant and then sent on to a tech professional and is routed depending on its seriousness and the priority of the concern. Most of us want to be able to reach a professional as soon as possible. When looking at a company, try to discern when you are connected with an IT professional if you can.

Do You Feel Confident with What They Say?

One excellent way to look into this is to see if you can talk to any of their current customers or to read testimonials from their customers. You’ll also want to look at how long they have been in business and the biographies of the top executives. But you will feel confident as they help you with your computer problems. When they solve your IT problems, then they will be your computer experts!

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