Information technology support has evolved as methods and equipment have improved. As a result, there are many ways that managed IT providers can deliver additional value through their services. In this series, we’re discussing the many benefits of managed services; support is one of the most important.
How a Managed Service Provider Provides Support
In the first part of this series, we touched upon differences between a traditional service provider and a managed service provider.You may also remember that the managed service provider had a particular advantage over the break/fix approach in that they didn’t need to be onsite to provide support.
Remote Support Capabilities and Help Desk Solutions
In some of our past posts, we have used the example of two different business owners; one who takes advantage of a managed care service provider, and another who decides that he and Uncle Google can go it alone.
Meet Abbott and Costello.
Abbott is sitting at his workstation when he comes across an issue. Across town, Costello, who works for the competition, also has a problem with his workstation. Abbott’s company has both in-house resources and a managed service provider, while Costello’s just has an in-house team.
Both internal IT teams are swamped, and can’t get to resolving the issues anytime soon. Costello in a tough spot; he can’t get his work done until his computer issue is fixed.
Abbott, on the other hand, can rely on his managed service provider’s help desk. All he has to do is submit a ticket, and someone is on it. A technician calls to ask a few follow-up questions to better understand the issue. It turns out that he needs to take a look, so he remotes into Abbott’s workstation. The technician quickly realizes Abbott’s problem and fixes it. Abbott is back in business. The whole thing took just a few minutes out of his day.
Meanwhile, Costello is still waiting for his internal team to get to the issue.
Onsite Support Services
What if Abbott’s issue hadn’t been something that could be resolved remotely?
The managed service provider would have sent a technician onsite to diagnose the issue. Because many possibilities have already been ruled out, the job will be faster and simpler. Abbott can still get back to work quickly.
The managed service provider would probably recommend a spare workstation so that Abbott could keep working while the problem is resolved. Since the managed service provider could remotely configure it to Abbott’s needs, the time lost would be minimal.
Costello either waits for his internal IT team to get to his issue, or he calls in another IT provider. That entails a learning curve; when a technician gets there, they have to spend a lot of time learning the system and troubleshooting the issue. Costello is still racking up downtime.
Managed Services Can Help You Keep Your Business Going
Once time is wasted, there’s no recovering it. You can’t afford to wait around for your IT issues to be resolved. Managed service providers like Quikteks are here so you don’t need to. We can help you maintain your crucial technology solutions.
There are so many more ways a managed services provider benefits your business. Look out for our next post on the subject, and reach out to us with any questions you have! Call us at (973) 882-4644. Quikteks can help!