In today’s interconnected world, much of the business operations go on smoothly because of the services provided by IT support companies. From data collection, reporting, and presentation to team huddles, client consultations, and board meetings, none of these would be possible without the IT network infrastructure maintained and supported by IT staff and service companies.
Executives, managers, and workers might not be aware that they’re able to do their work continuously because a team of IT engineers and technicians from companies such as TCG and other similar support service companies constantly make sure that their company’s network infrastructure and systems are always ready to use and well-performing.
4 Selection Tips
Before you choose your next IT service provider, you might want to rethink the criteria to apply in selecting the company to look after your network infrastructure. Here are some tips to keep in mind when you’re searching for an IT support company:
1. Onsite Support
The first thing you have to tick off your list in selecting tech support for your business operations is whether they can send someone to your workplace at a moment’s notice. Ask if they provide onsite support services.
Numerous IT companies now offer services thru offsite or remote monitoring. This allows them to monitor and provide service to their clients’ systems, networks, workstations, laptops, and mobile devices, without having to send someone to their client’s offices. This has its advantages because it saves travel time and it allows for round-the-clock monitoring. It also brings down the costs they charge because they can service several clients all at once.
But there are IT or network issues that can’t be solved offsite thru the use of remote troubleshooting software (RTS). For instance, if the network in a manufacturing plant bogs down and their entire computer network loses its internet connectivity, offsite IT service won’t be able to do remote troubleshooting because they won’t be able to connect to the client’s computers in the first place. They’ll have to do onsite support service.
2. Offsite Support
As previously mentioned, the ideal IT support company should provide competitive onsite and offsite support. With the recent demands for remote work, your company’s IT team should also be capable of providing excellent offsite support thru remote monitoring and troubleshooting. RTS work has its own advantages and benefits. For one, your IT support company would be in a better position to leverage their entire network infrastructure and technical support capabilities if they’re operating from their own offsite office.
Some IT issues and concerns can only be handled by the Network Operations Center (NOC) of the IT support company. Especially when the issues involve multiple workstations or groups, or multiple worksites, buildings, and locations, the fastest way to trace the root cause of the issues would be to leverage the technical expertise and experience of their NOC with the help of more network engineering professionals and technicians.
From your end, when the IT issue or concern straddles several or multiple worksites or locations, then it would make more sense to perform network and system troubleshooting, issue tracking, and resolution through an offsite team that can perform troubleshooting on the various and disparate worksites at the same time. They won’t be able to do this if they have to go onsite to all locations.
This results in savings in terms of lesser hours to fix the problems because the IT service teams won’t have to travel to the affected sites anymore. If your business charges your clients by the minute or hour, then being able to put your network and workstations back to work sooner results in reduced revenue losses.
The additional advantage of this is that most IT support companies charge less per ticket or per hour of service rendered for offsite or remote troubleshooting work.
3. Coverage And Scope
The next thing you should ask your prospective IT support service provider is their territorial or geographical coverage and scope of services. If you’re a single-site company with no other offices or branches in other parts of the country, then perhaps you won’t be concerned about this. But if you’re a large corporation with offices in various states or perhaps with foreign offices and worksites, then you should include this in your criteria for an IT support company.
Depending on the requirements of your IT network and systems, there might be times when your IT support company should be able to service multiple locations including foreign offices and worksites simultaneously.
For instance, an outage or outbreak may reach a critical level such that more than one or two office locations are affected. If this happens, it’s best if your IT support company has the capability and capacity to address and manage all the issues, concerns, and problems in the various worksites at the same time. If your IT issue reaches what’s called a P2 or Critical Level ticket, your IT company should be able to act fast and resolve the root issue affecting the numerous worksites.
This becomes all the more important if network connectivity and performance is an essential component of your business operations. Companies that are highly dependent on their network connectivity and performance include business process outsourcing (BPO) companies or contact centres, airline booking and reservation centres, travel agencies, online food ordering and delivery services, eCommerce customer service operations, and many other service providers.
4. Industry-Specific Experience
The third thing you should note in selecting an IT support company is whether they have actual experience in providing IT services to companies that belong to the same industry as you do.
Different industries have different specific IT service and support requirements. A common requirement of all companies is network connectivity and performance. But you may have industry-specific needs.
For instance, a manufacturing company with an assembly plant might also need IT support and services for their industrial robotics equipment and operations software. A security company might also need IT support for its surveillance systems, camera networks, and various other motion and heat detector systems on top of support for software applications.
It’s a good idea to get an IT support company that’s capable of providing support service for all of your company’s IT network infrastructure, networks, systems, and various clients and users, so your IT monitoring and maintenance activities won’t disrupt your business operations. There are computer network infrastructures that perform better when they are maintained and serviced as one seamless and integrated network.
You can also consider having different firms handling various IT components. It depends on what your company needs, but you have to factor this into your selection process.
Choosing Your IT Support
Technology has transformed how entrepreneurs run their businesses and how customers engage with companies. To maintain optimum business performance, it’s important to have sound criteria for selecting your IT support services provider. A large part of your business transactions, operations, and activities are dependent on your company’s network performance and connectivity.