When you’re surprised by an IT problem, it’s only natural to call on your in-house IT guy. You might think he’s doing everything he can, but the truth is that your IT guy just may not be doing everything he should be doing.
It’s important to be aware of the pitfalls of in-house IT support so you can know where to correct the issues.
Or, it might even be time to consider alternative options.
Here are a few things you IT guy should be doing (but might be failing at).
He’s Not Communicating to the Right People
Communication is a key part of ensuring collaboration. It’s a critical aspect of problem resolution. If your IT guy is leaving people out of the loop or circumventing the standard communication processes, it can quickly cause disarray.
So what can you do to fix it?
Make sure the IT guy you have is an active part of your organization. However, it can be hard for someone who’s called in to fix broken things to be there 100% of the time.
Alternatively, there’s managed IT services. These all-inclusive IT support “packages” come with a variety of different IT solutions, bundled into one package. That includes multiple IT people that are active parts of your company – no more communication snafus.
He’s Not Providing Around-the-Clock Support
Even if you’re IT staff member offers reliable service, they’re only one person. It’s unreasonable to expect them to provide around-the-clock support.
Related: How to Cut IT Costs
However, you can leverage 24/7-support on any given day when you take advantage of a managed service IT team to provide support for your enterprise regardless of when an issue occurs.
Thanks to Managed Service Providers, or MSPs, expanded relationships and expanded capabilities with a global team and advanced tools, they can provide service at any given moment of the day.
He Doesn’t Have the Required Expertise and Experience
When you hire in-house IT support, they often fulfill specific skill sets.
Your IT person may have limited experience or expertise in things you may someday need. For instance, if you hire an IT support team member who has general knowledge of data breach resolution, he’s great at – you guessed it – data breach resolution.
That’s not to say he can’t do anything else. However, if he lacks specific experience with other areas of your IT infrastructure, you might be in trouble.
If your data breach specialist encounters a problem with your cloud backup service, he probably won’t be able to address the problem as well as a specialist could.
On the other hand, a managed IT services team interacts with several enterprises who experience a variety of IT-related issues. Rather than leveraging one person that’s good at one thing, you get a team of people with honed sets of skills.
Reputable MSPs also take the time to understand your business processes to better support operational efficiency.
He’s Not Following Up
One of the most important parts of ensuring an issue is the follow-up. The problem is that not every IT person follows up to make sure the issue resolved.
Following up is important because it allows people a chance to ensure that their problem has been solved properly. It’s also a valuable way to track statistics, such as satisfaction ratings, productivity metrics, and more.
When you use the help of a managed IT service provider, you can count on follow-up a standard part of their IT process. By leveraging an MSP, you can free up your in-house IT staff so that they can focus on other important tasks.
In-House… Or Not
Using a dedicated IT support member to handle your internal IT-related issues may seem like it’s saving money. But, it may be actually costing you in time and operational efficiency.
You can take advantage of alternative solutions, such as a reputable and reliable managed IT services team like us.
By using managed IT services, you can leverage the knowledge and experience you need to achieve a resolution quickly and better manage and support your internal IT team.