Business success depends in part on the quality of the available IT support.
With so many business functions dependent on technology, companies need to work with knowledgeable, reliable and quick-thinking IT professionals.
IT service professionals should always take time to consider how to provide better business IT support. The following are 10 tips that will help improve IT service quality.
Work smarter and faster: 10 tips for providing better business IT support
1) Provide time estimates
When businesses experience an IT problem, they want to get an idea of how long it will take before normal operations resume. If you start working on a problem, and they don’t hear anything from you – no updates, no estimates – they’ll get more agitated. Similarly, if you’re performing maintenance or upgrades on a system, let people know if they’ll experience an interruption in a service and how long it will last.
2) Set up a self-serve resource
Some problems are simple and don’t necessarily require professional assistance. To save time all around, set up a webpage or similar resource listing simple, common problems and the quick fixes that employees can carry out themselves; make it clearly written and searchable. You’ll have more time to work on complex issues.
3) Send out alerts
If there’s a computer bug in a program or malware currently in the network, let people know and advise them on what to do. Likewise, if there’s a new security threat a business is vulnerable to, send a warning email detailing extra precautions people can take.
4) Always aim for mutual understanding
In addition to explaining yourself clearly, make sure you understand what your business client is telling you. Ask them questions and clarify their objectives and concerns. This will help prevent costly, time-wasting delays and mistakes in the future.
5) Organize and prioritize your tasks
An excellent way to do this is to set up a ticket system, which will help you keep track of the issues you’re working on and address them based on how serious or urgent they are. An organized system will also help you detect patterns in problems (for example, if you’re receive several different support requests all related to a company’s web server or VoIP technology). Maintain records that include the solutions you used, what worked and what didn’t. If you’re organized, you’ll also be less likely to send unnecessary emails or take various redundant actions to solve a problem.
6) Personalize and add variety to your communications
Address your emails (including auto-generated emails) to specific people. If possible, give people the opportunity to communicate with you in different ways, including email and phone.
7) Behave in a responsive way
Work on improving your response time to IT requests. Offer some kind of round-the-clock support option, so that businesses won’t feel stranded if they get hit with a serious problem outside of regular work hours. Also, don’t limit yourself to reacting to problems; remain on the lookout for situations that could develop into a serious issue and aim for prevention.
8) Be transparent about fees
Businesses want to know how much they’re paying for any given service you provide. Always be upfront about the fees you’re charging. Don’t try to hide anything or suddenly tack on additional expenses.
9) Focus on learning more
In addition to staying up-to-date about technological developments, IT professionals should also stay current with their clients’ industry and what their clients need for a competitive edge.
10) Behave with consistent courtesy and professionalism
No matter how frustrated you get, don’t take out your anger on people, including your clients and your own employees. Always make sure you’re carrying out your work meticulously and with integrity. Demonstrate to the businesses you work with that you care about their concerns and want to support their efforts to thrive.
For additional insights about high-quality business IT services, contact us.
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