Outsource IT Support FAQ

IT Support FAQ

Outsourced IT Support Services

Roles And Skills Of IT Support

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

  • Processing Staff Onboarding
    • Setup Email Mailbox
    • Add User to Distribution List
    • Setup User Profile on Server
    • Setup User Desktop
    • Sign Staff IT Use Policy Agreement
    • Handing over of IT Equipment
  • Processing Staff Departure
    • Backup Mailbox
    • Delete User Mailbox
    • Delete User from Distribution List
    • Deactivate User Profile on Server
    • Cleanup User Desktop
    • Taking over of IT Equipment
  • Troubleshooting Common End User’s issues
    • Cannot send and receive email
    • Cannot print
    • Printer Jam
    • Slow PC Performance

IT Support Tasks

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.

basic skill tech support

Communication Skills

  • Language Competence
  • Body Language
  • Active Listening

Technical Competency Skills

  • Operating System like Microsoft Windows, Apple MacOS, Linus
  • Application like Microsoft Office, Adobe Acrobat

Intra Personal Skills

  • Display Independence
  • Ability to learn

Inter Personal Skills

  • Ability to work as a team
  • Display Respect to Senior people
  • Showing Gratitude to Helpful people
  • Delivering Commitment and Excellence to Customer Service

Why Outsource

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.

  1. Focus On Business Core Competencies
  2. Free up Resources
  3. Reduce Indirect Operating Costs
  4. Gain Easy Access to Exceptionally High Expertise and Market Proven Technologies
  5. Mitigate Business Risk
  6. Scalability
  7. Expandability
  8. Achieve Higher Consistency In Service Delivery
  9. Have a Peace of Mind
  10. Improve Business Continuity
  11. Manage Business Disaster Better

Things to consider on Outsource IT Company

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.

Going for the cheapest offer

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.

Not Providing Policies or Procedures to the Outsource Partner

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.

Ignoring the Outsourcing Contract

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.

IT Outsource Risks

Risk #1 – Over-Dependence on vendor recommendation

  • How to overcome?
    • Need to put check and balance in place like a secondary source of IT Advisers

Risk #2 – Control may be lost

  • How to overcome?
    • Insist on proper and up-to-date documentation on process like onboarding/departing employee, disaster recovery planning

Risk #3 – Locked In by Vendor

  • How to overcome?
    • Insist on proper and up-to-date documentation on network diagram and credentials of all IT Assets

Risk #4 – Vendor Complacency

  • How to overcome?
    • Review Service Level Agreement
    • Ask for User Service Feedback
    • Ask for quarterly review of IT infrastructure and recommendation

Risk #5 – Information Theft/Breach of Trust

  • How to overcome?
    • Sign NDA (Non-Disclosure Agreement)
    • Limit Confidential Access
    • Maintain Logs of Access/Activities

IT outsourcing problems

Slower Response Time for Onsite Field Visit leading to Employee Downtime

    • How to Overcome?
      • Have Multi-Tier Onsite Site Visit Costing On depending on level of urgency
        • Same Business Day with 2 hours or 4 hours
        • Next Business Day

Poor Working Relationship

    • How to Overcome?
      • Low Engineer Turnover.
      • Fixed Assignment of 2 Engineer (Primary and Secondary)
      • Use Local Engineers (same culture background, ability to speak the same language)

Business Liability in term of Data Control and Privacy

    • How to Overcome?
      • Sign NDA (Non-Disclosure Agreement) with IT Outsourced Service Support Vendor
      • Avoid Conflicts of Interests – avoid assigning engineers serving customers in the same industry or trade.

Lack of Priority

    • How to Overcome?
      • Define SLA (Service Level Agreement) clearly in the IT Outsourced Service Support contract or agreement

Lack of Continuity

    • How to Overcome?
      • Maintain Clear and Concise Documentation
        • Logical Network Diagram  with Network/Internet Connectivity
        • Labeling of IT Assets
        • Physical Server Rack
        • Inventory of IT Assets (Hardware/Software/Subscription/Contract/Agreement)
          • Purchase Invoice
          • Purchase Date
          • Warranty Period
          • Expiry Date
        • Summary of Login Credentials to IT Assets
        • Backup/Restore Schedule

Lack of Standardization

    • How to Overcome?
      • Maintain SOP (Standard Operating Procedures) for
        • Onboarding/Departing Employee
        • IT Equipment Naming Convention
        • IT Support Escalation
        • IT Support Process
        • IT Procurement

IT Support SLA

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.

What are some of the SLA for IT Support?

  • Service Availability – Time available for support services – 8×5 or 24×7
  • Response Time – Time taken between a user send a service request and a service personal send 1st response and start working on the issue.
  • Resolution Time – Time taken between a user send a service request and a closure of the service request ticket.
  • Recovery Time – Time taken to recover from an outage.

Customer Based SLA, Service Based SLA and Multi-Level SLA

Urgency or Severity Levels

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.

3 Types of SLA Structures

  • Service Based
  • Customer Based
  • Multi-level or Hierarchical

Table of Severity Levels and the Resolution Time

Content of a Typical SLA

For a meaningful discussion, a typical SLA would consist of these key components.

  • Introduction to the agreement and what it proposes
  • Description of the service supported by the SLA
  • Who is responsible for what part of the service
  • Job Scope
  • Applicable duration for which the service is available according to the agreement
  • Reliability of the service.
  • Service availability, that is, how much service is available during the service window and beyond it
  • Customer Support Arrangements
  • Primary and Secondary Contact Points
  • Service Work Flow and Escalation Procedures
  • Service Performance
  • Security Measures
  • Costs
  • Payment Terms and Schedule

No Customer Involvement

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.

Frequent Change Of Staff

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

Unwillingness To Share Information

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.

Inability To Provide Information

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

Why Choose Us

  • Served by Win-Pro’s Friendly, Competent and Qualified Technical IT Support team
  • Established Fast and Secure tunnel connection between user and Support engineer
  • Maintain Low Operational Cost by removing the travelling time and transport costs
  • Require Minimal Physical Presence
  • Accumulated Vast Knowledge and Experiences over 25 years of operating the business
  • Provides Unlimited hours of Remote IT Support and Telephone Support Services

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

    • High Performance
      • Intelligent Connection Setup and Routing
      • Efficient Use of Bandwidth
      • Up to 60fps for remote session
      • Hardware Acceleration
      • Automatic quality Adjustment for a better optimized Experience
    • Multi-Platform
      • Windows 7/8/10
      • MacOS
      • Linux
      • Chrome OS
      • IOS
      • Android
    • Maximum Compatibility
    • High Security
    • Multi Languages Support

IT Support

how secure remote support

  • RSA 2048 Public/Private Key Exchange
  • AES (256 bit) End-to-End Session Encryption
  • Random Password Generated for Single  Acess
  • 2 Factor Authentication
  • Access Controls using Trusted Devices and Black Lists/White Lists

happy IT Support customers
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.

  • Unlimited support request
    • you can call in as many time as needed (within our office hours 9am-6pm) to request for our technical assistance
  • Routine System Check
    • Monthly server and workstations maintenance
  • Routine Security Check
    • Security test will be conducted to ensure the security level of your network
    • Security Hardening are also performed regularly
  • Keeping Machine at Best Performance
    • Optimization will also be conducted to keep your workstations and server at its tip-top working condition
  • Fast Onsite Response Time
    • should there be any real need for us to be physically at site (eg. setting up new PCs, installing of any hardware, server hard disk crash), our response time will be within 3 working hours; giving priority to our subscribers because our usual onsite response time for non-subscribers is next business day
  • Virtual Presence
    • Win-Pro maintains and solves your network problem remotely from our command central (as good as we are physically there at your site)