Face-less or Face-full of IT Support?
Has the face of IT support changed? Does the average company employee enjoy faceless telephone number IT support? How can you use IT support to turn a company around?
I’m looking at IT Managers, Head of ITs and CTOs shaking their head at the very thought of having an insourced IT guy taking up desk space and the head count budget.
This is all about SMEs, my favourite kind of companies to work with, perhaps a global presence, no more than 400 employees.
It’s Monday morning the docking station at your desk isn’t turning on, you’ve checked the power cables and everything else you can think of. So you go to the last resort, you pick up the phone and dial IT support, an internal number that quickly gets redirected out of the company to an external provider, they don’t know who you are, asking what company you work for, name, telephone number, how important are you in the company, how long can you wait without complaint? All these questions being thrown at you, they can’t fix it and have to send an engineer and oh, it’s a hardware fault which is a 12 hour SLA, someone will be in touch, come out to you hopefully today to replace the dock, sorry about that. “How was your experience with IT this morning?”. Another victim of outsourced IT hassle on a busy Monday morning that has once again annoyed and ruined another employees view of IT.
Let’s take the VIP and personable approach to the same Monday morning docking station situation. That telephone number you ring goes through to an employee of your company, Charlie, he gets into the office at the same time as you, you smile on the train at each other occasionally, you know Charlie, would recognise him down the pub after work on a Thursday, he’s at the company events, this gives you hope and comfort, instills confidence in your IT department. Charlie comes over in 10 minutes, he even brings his cup of tea and he has a replacement dock in his hand already. Charlie runs the same checks you did, but you’re having a quick chat about what happened over the weekend, you’re at ease, Monday is getting back on track quickly. Charlie replaces the dock and pops your laptop back on with a smile, docks your laptop turns it on, it’s at the login screen and you logon, Charlie’s work is done and he gets back to his desk. “How was your experience with IT this morning?”.
IT support is one of the most key, integral and important departments in a company. Yet computers are attributable to dissatisfaction in the work place… Let’s give your employees the best start in their job and the execution of their duties with some friendly, onsite IT support, can you afford not too?
Who am I? I’m Aaron, I’m a Senior Support Analyst, I’ve been involved with IT support for the last 8 years and in VIP support and what I call highly personable support for SMEs for the past 3 years. For me, the key to a successful IT service is sometimes just to have a cup of tea with the end users of your system and understand their pains and pitfalls, get to know how they utilise the IT system and how we, as a department feeding into the company can make their processes easier. With outsourced IT support, this is rarely possible, it’s so key and important in these highly technological times to bring a friendly face back to IT support, after all, a computer replacement with a cup of tea and a quick chat about the weekend is probably what you’re end users are looking for!