Outsourcing IT Support FAQ

Outsourcing IT Support FAQ

Outsourcing IT SUPPORT FAQs - IT support technician working on computer repair, Computer network setup and installation for a small business in Singapore

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

There are several skills that are required for an IT support engineer to effectively provide support to clients:

  1. Technical knowledge: IT support engineers should have a strong understanding of various technologies, including computer hardware, software, networking, and operating systems.
  2. Troubleshooting skills: IT support engineers should have the ability to quickly and effectively troubleshoot and resolve a wide range of technical issues.
  3. Communication skills: IT support engineers should have excellent communication skills, as they will often need to explain complex technical concepts to non-technical users that is easy to understand.
  4. Customer service skills: IT support engineers should have strong customer service skills, as they will be interacting with clients on a regular basis and need to provide a high level of customer service.
  5. Time management skills: IT support engineers should be able to manage their time effectively, as they may be working on multiple tasks simultaneously.
  6. Organizational skills: IT support engineers should have good organizational skills, as they may be working with a large number of clients and need to keep track of multiple issues and tasks.
  7. Attention to detail: IT support engineers should have a strong attention to detail, as they may be working with complex systems and need to accurately identify and resolve issues.
  8. Problem-solving skills: IT support engineers should have strong problem-solving skills, as they will often be faced with complex technical issues that require creative solutions.
  9. Teamwork skills: IT support engineers should be able to work effectively as part of a team, as they may be working with other technicians and engineers to resolve issues.
  10. Growth Learning Mindset: IT support engineers should be able to adapt and learn new technologies and processes quickly, as the field of IT is constantly evolving very fast.

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.

  • Cost-effective: Outsourcing IT support can be more cost-effective than hiring in-house IT staff, especially for SMEs with limited budgets.
  • Time-saving: Outsourcing IT support allows SMEs to focus on their core business activities, rather than spending time and resources on IT issues.
  • Proactive support: Many IT support service providers offer proactive maintenance and monitoring services to prevent future issues from arising.
  • Convenience: Outsourcing IT support allows SMEs to access support whenever it is needed, without the need to have IT staff on hand at all times.
  • Risk management: Outsourcing IT support allows SMEs to manage their risk by transferring the responsibility for IT issues to a third party, rather than relying on in-house staff who may not have the necessary expertise or resources to effectively resolve issues.
  • Improved efficiency: Outsourcing IT support can help improve the efficiency of a business by allowing IT staff to focus on more strategic tasks, rather than getting bogged down in day-to-day IT issues.
  • Backup and disaster recovery: Many IT support service providers offer backup and disaster recovery services to help businesses protect their data in the event of an unexpected event or disaster. Faster recovery time if disaster strikes.
  • Improved customer service: Outsourcing IT support can help improve customer service by ensuring that any IT issues are quickly and effectively resolved, leading to a better overall experience for customers.
  • Improved productivity: By outsourcing IT support, SMEs can avoid the distractions and disruptions caused by IT issues, leading to improved productivity and profitability.
  • Flexibility in contract terms: Outsourcing IT support allows SMEs to choose the contract terms that best meet their needs, whether it be a one-time, short-term or long-term agreement.
  • Support for remote workers: Outsourcing IT support allows SMEs to easily provide support for remote workers, ensuring that they have the necessary resources and support to be productive and effective.
  • Improved focus on core business: By outsourcing IT support, SMEs can focus on their core business activities, rather than getting bogged down in IT issues, leading to improved business performance.
  • Access to resources: IT support gives SMEs access to a range of resources and tools that they might not have access to in-house.
  • Access to specialized skills and knowledge: Outsourcing IT support allows SMEs to access specialized skills and knowledge that they might not have in-house, enabling them to effectively solve complex IT issues.
  • Improved risk management: IT support allows SMEs to transfer the risk of IT issues to a third party, ensuring that they are effectively managed and resolved.
  • Reduced capital expenditure: IT support allows SMEs to reduce capital expenditure (CAPEX), as they do not need to invest in expensive hardware and software.
  • Faster Scalability: IT outsourcing support allows SMEs to scale their IT support as needed, without the need to hire additional staff.
  • Access to the Industry Best Practices and latest technologies: Outsourcing IT support allows SMEs to access the latest technologies and innovations, helping them stay competitive in their industry.
  • Greater flexibility: IT support allows SMEs to choose the level of support they need, whether it be full-time or on an as-needed basis.
  • Security: Outsourcing IT support to a reputable provider can help ensure the security of a company’s IT systems, as the provider will have the necessary expertise and resources to keep systems up to date and secure.
  • Enhanced security: Many IT support service providers offer enhanced security measures to protect businesses from cyber threats and data breaches, providing peace of mind for SMEs.
  • Compliance: IT support can help SMEs stay compliant with relevant laws and regulations, as the provider will have the necessary knowledge and resources to ensure compliance.
  • Improved compliance: IT support can help SMEs stay compliant with relevant laws and regulations, as the provider will have the necessary knowledge and resources to ensure compliance.
  • Enhanced data protection: Many IT support service providers offer enhanced data protection measures to help businesses secure their sensitive data.

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 Service Level Agreement (SLA) for IT Support?

  • Service Availability – Time available for support services
    • 8×5
    • 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
    • 2 hours
    • 4 hours
    • 8 hours
  • Resolution Time – Time taken between a user send a service request and a closure of the service request ticket.
    • 1 working day
    • 2 working days
    • 3 working days
  • Recovery Time – Time taken to recover from an outage.
    • 1 working day
    • 2 working days
    • 3 working days

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 Service Level Agreement (SLA) Structures

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

Table of Severity Levels and the Resolution Time

Content of a Typical Service Level Agreement (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 Outsourcing 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

Remote support can be secure if it is implemented and managed properly. Here are some measures that can be taken to ensure the security of remote support:

  1. Use secure protocols: Remote support should be implemented using secure protocols, such as HTTPS or SSL, to ensure that data is encrypted and secure during transmission.
  2. Use secure passwords: Passwords used for remote support should be strong and unique to prevent unauthorized access. Random Password Generated for Single Access.
  3. Use two-factor authentication: Two-factor authentication adds an extra layer of security by requiring an additional form of authentication, such as a one-time code sent to a user’s phone, before access is granted.
  4. Monitor and log access: Access to remote support should be monitored and logged to track who is accessing the system and when.
  5. Use antivirus and malware protection: Antivirus and malware protection software should be used to prevent the spread of viruses and malware through the remote support system.
  6. Use virtual private networks (VPNs): VPNs can be used to create a secure connection between the remote support system and the client’s device, ensuring that data is encrypted and secure.
  7. Implement access controls: Access controls should be implemented to ensure that only authorized users have access to the remote support system. Access Controls using Trusted Devices and Black Lists/White Lists
  8. Use encryption: Data stored on the remote support system should be encrypted using AES (256 bit) End-to-End Session Encryption to prevent unauthorized access.
  9. Regularly update software and patches: Software and patches should be regularly updated to ensure that the remote support system is secure and up to date.

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.

They stay on with us to benefit from the affordable yet high-performance support. Simply to say, they like us.

  1. Expertise: Win-Pro has a team of highly trained and experienced IT professionals who are knowledgeable in a wide range of technologies and can provide expert support for various issues. Win-Pro is very laser-focused on the development of their IT Professional by undergoing continuous training and certifications.
  2. Reliability: Customers can rely on Win-Pro to quickly and effectively solve any IT problems they might encounter, ensuring minimal downtime for their business.
  3. Customized solutions: Win-Pro offers tailored support packages that are specifically designed to meet the unique needs of each customer.
  4. Cost-effective: Win-Pro provides competitive pricing for their IT support services, making it an affordable option for businesses of all sizes.
  5. Convenience: Win-Pro offers a variety of support options, including onsite and remote support, allowing customers to choose the most convenient option for their business.
  6. Availability: Win-Pro has a team of IT professionals available in 3 Cities (Singapore, Johor Bahru and Kuala Lumpur)
  7. Proactive support: Win-Pro not only helps customers with current IT issues, but also works to prevent future problems by providing proactive maintenance and monitoring services.
  8. Wide range of services: Win-Pro offers a wide range of IT support services, including computer repair, network setup and installation, data recovery, and more.
  9. Positive customer reviews: Win-Pro has received positive customer reviews and has a reputation for providing excellent customer service.
  10. Strong reputation: Win-Pro has been in the IT support industry for almost 30 years and has built a strong reputation as a reliable and trusted provider of IT support services in Singapore. Well-Recognized in IT Industry

An IT support service package typically includes a range of services designed to help businesses manage and maintain their IT systems and infrastructure. Some of the services that may be included in an IT support package include:

  1. Computer repair and maintenance: This may include hardware and software troubleshooting, as well as repairs and maintenance to ensure that computers are running smoothly.
  2. Network setup and installation: This may include the installation of networking equipment and software, as well as the configuration of networks to ensure that they are secure and efficient.
  3. Data backup and recovery: This may include the creation of backup copies of data to protect against data loss, as well as the recovery of data in the event of a data loss incident.
  4. Cybersecurity: This may include the implementation of security measures to protect against cyber threats and data breaches, as well as the management of security updates and patches.
  5. Remote support: This may include the ability to remotely access and troubleshoot IT issues, as well as provide support to users via phone, email, or online chat.
  6. Onsite support: This may include the dispatch of technicians to a business’s location to provide onsite support and maintenance.
  7. Proactive maintenance: This may include regular maintenance and monitoring of IT systems to prevent issues from arising.
  8. License management: This may include the management of software licenses to ensure that businesses are using software legally and in compliance with relevant laws and regulations.
  9. Training: This may include training for employees on how to use IT systems and software effectively.
  10. Project management: This may include the management of IT projects, such as the implementation of new systems or software.
  11. Help desk support: This may include the provision of support to users via phone, email, or online chat for issues such as password reset, troubleshooting, and technical support.
  12. Cloud services: This may include the management and maintenance of cloud-based systems and services, such as cloud storage and cloud-based software.
  13. Software updates and patches: This may include the management of software updates and patches to ensure that systems are running smoothly and securely.
  14. Asset management: This may include the management of a business’s IT assets, such as computers, servers, and networking equipment.
  15. Vendor management: This may include the management of vendor relationships and contracts related to IT support and services.
  16. Hardware and software procurement: This may include the procurement of hardware and software for businesses, as well as the management of licenses and maintenance contracts.
  17. Network security: This may include the implementation of measures to secure a business’s network, such as firewalls, antivirus software, and intrusion detection systems.
  18. Virtualization: This may include the use of virtualization technologies to create virtualized environments for servers, storage, and networking.
  19. Data center management: This may include the management of a business’s data center, including the management of servers, storage, and networking equipment.
  20. Mobile device management: This may include the management of mobile devices, such as smartphones and tablets, to ensure that they are secure and compliant with relevant policies.

 

It is important to carefully review and understand the terms of an outsourcing package to ensure that it meets the needs of a business. Some things that may not be covered in an outsourcing plan include:

  1. Custom development: Custom development work, such as the creation of custom software or applications, may not be included in an outsourcing plan.
  2. Hardware and software expenses: Expenses related to hardware and software purchases, such as the cost of new computers or software licenses, may not be included in an outsourcing plan.
  3. Training: Training for employees may not be included in an outsourcing plan, and may need to be purchased separately.
  4. Onsite support: Onsite support, where technicians visit a business’s location to provide support, may not be included in an outsourcing plan and may need to be purchased separately. Need to pay for transport charges only.
  5. Customized support: Customized support, such as support for specialized software or systems, may not be included in an outsourcing plan and may need to be purchased separately.
  6. Data migration: The migration of data from one system to another may not be included in an outsourcing plan and may need to be purchased separately.
  7. Project management: Project management services, such as the management of IT projects, may not be included in an outsourcing plan and may need to be purchased separately.
  8. Legal fees: Legal fees, such as the cost of drafting contracts or resolving disputes, may not be included in an outsourcing plan and may need to be paid separately.
  9. Premium services: Premium services, such as 24/7 support or priority support, may not be included in an outsourcing plan and may need to be purchased separately.