The primary role of the IT Support is to provide the business the ability to use IT solutions in a reliable and secure way.The secondary role is to integrate or unify all their IT solutions served on a single platform.
The tasks covers
Beside acquiring your IT Technical knowledge, it is also important that you must also pick up the other soft skills like communication, intra-personal and inter-personal skills.
Running a SME is tough work, an entrepreneur is required to wear multiple hats and do multiple tasks. However, research has shown that multi-tasking may lead to lower productivity. This is obvious as it takes time and effort to switch and adapt to new roles and tasks. Besides, learning non-core competency knowledge is beneficial to personal development, but it does not lead to business growth. To a SME entrepreneur, business growth is the main reason why they chose to do business. That is why SME should consider to outsource their IT Support Services.
Before you commit to outsourcing IT support, you need to take stock of what role tech plays in your business and where you need help. While it’s obvious that you use tech tools and the cloud to get work done, it’s important to take the time to map out what you use when, as well as how outsourced IT can play a role in supporting you.
For one thing, these things cost money, and you want to have a handle on how much you value the extra help. You also need to know what you’re looking for before you can go out and buy it.
When you’re looking to outsource IT, some goals may be to increase performance, speed up response times, improve security and backups, or get your compliance up-to-speed with the current rules and regulations. Obviously, your goals are going to change based on your industry and level of reliance on IT, but working with a template like a Strengths, Weaknesses, Opportunities, Threats (SWOT) analysis can be extremely helpful for understanding your needs.
You want the outsourcing tasks to be done by skilled specialists for a fraction of the cost. However, paying too little implies a great risk of employing a sub-par team. Thus said, choosing a reputable IT service provider with an affordable pricing is the wisest move to make.
Companies tend to write policies and procedures for internal staff but do not provide them to the outsource partner. While your partner might have their own policies and procedures for the same processes, if your company and your partner are not on the same page, the customer experience will suffer.
A way to combat this is to train your outsource staff as if they were badged employees. While one of the cost reduction benefits of outsourcing is not having to absorb training costs, the organization should still have a hand in the training and make sure the outsource staff is as up to date on changes to your product as your internal staff. Make sure the same training that occurs internally also happens at the outsource partner to ensure the customer receives the same experience from both internal and external support resources.
The contract you have with your outsource provider is there to make sure the level of service paid for is what is provided. However, many companies tend to sign the contract and forget it without having resources to manage the contract and the relationship.
This is why it’s always wise to be involved in every step of the hiring process. While your outsource partner has to manage the hiring process, your organization can still have a hand in defining the criteria, such as level of technical skills, pre-employment tests, etc.
It’s also a good practice to staff a company resource at the outsourcer. This badged employee, either full-time or part-time, can help bridge communication between the two organizations, which also allows the outsource partner to be more engaged with your company and get a sense of ownership for the work they do for you.
Service Level Agreement (SLA) is a commitment between a service provider and a client. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user.
If appropriate, classify problems into urgency or severity levels. Four or five levels are typical, with levels either numbered or assigned designations such as urgent, high, medium and low. For each level, describe the criteria for determining a problem’s level (such as the number of customers affected or the impact on customers’ ability to carry out their responsibilities), and specify the associated time frames or levels of responsiveness for each level.
This information is often presented in a table, such as the following.
For a meaningful discussion, a typical SLA would consist of these key components.
They don’t want customer involvement. They don’t want your people on site. They claim that your people get in the way. They want to be left alone to do things.
If you call your outsource IT support and get different staff frequently, this may mean the IT support company has high staff turnover. It may also mean that the company itself has internal problem. Different support staff will need more time to understand your company IT structure, your problem and take more time to solve your problem
When you ask for more IT landscape of your company, the IT support company shows unwillingness to share the information. This could mean that the company is worried that you plan to do the support on your own or change a new IT support company and will not renew the contract with them.
When you ask for information about next steps or next release or just pure information like “how many desktops running what OS”, the company is unable to provide the information. This shows that the company does not the correct tools or knowledgeable staff to do the IT support for your company
As Win-Pro customer, you just need to simply give us a call, describe to us your problem faced and we will take over to remedy your PC or network problems straight away, without needing to waste time in waiting for technical help to arrive at your site…
We provide IT Support Computer Helpdesk Services to enterprises that need IT Support assistance to users of technology products such as mobile phones, tablets, TV, PC/Mac, software products or other electronic gadgets.
Today, Outsourced IT Support can be delivered over the telephone or online by e-mail or remotely where a user can download a small program and run it.
Our friendly and well-trained engineers are experts in getting your system up and running as quickly as possible. We can remotely solve your computer problems without you having to take your computer anywhere. All you need is an Internet connection and from the comfort of your home, you can watch what we’re doing.
We do not do anytaess organisation, we are able to assist them to lower their operational costs in using technology. And at the same time, harnessing technology to improve overall business productivity and efficiency.
For more than 15 years, Win-Pro has pioneered and perfected the remote service support. We have been receiving an astonishing response from most industries in the Asia.
Our customers are now receiving remarkable technical support, fast response time and instant attention without needing to wait for help to arrive whenever the problem arises.
For the most layman, they do not understand that most often than not, their network problem can be solved remotely without needing a technical guy to come down physically.
Whenever they call up their IT Support Service provider, they have to wait for hours or even days for the technical guy to arrive and they will be charged by hours of support rendered….
The time wasted and the amount of cost incurred can be reduced to its minimum by utilizing our services.
Conducting Real-time collaboration with customers for faster problem resolution
Reducing the cost of having your own technical support
By having more remote IT Support Session, you can eliminate the frequent needs for onsite visit, thus cutting down the cost significantly
We deployed Market Proven Product like Teamviewer as our Remote Connection
Most of Win-Pro’s customers are SME ranging from 1 to 100 workstations within the same premises. Cost cutting is definitely their main reason for subscribing to our IT Support Service.
But on top of that, it is because they are well pleased with our professionalism and friendly assistance during the initial free trial month.
They stay on with us to benefit from the low-cost yet high-performance support. Simply to say, they like us.