How to Provide Better IT Support

Posted on by : Elias Felix Tags:

The IT department acts as a supporting department for many businesses, ensuring that information flows seamlessly across the system. In the organizational structure, the IT department has a distinct role. Its function is not always related to the company’s major activities (indeed, IT departments exist in various sorts of businesses, from food to fashion), but it is not separate from the other departments.

While IT professionals are not always subservient towards other professionals, they do serve as a form of a customer service representative. Providing IT assistance to workers is a critical duty for every company’s IT staff. This enables employees to complete their responsibilities more quickly and boosts the company’s efficiency. So, how could they do a better job? Here are some suggestions that each IT department should think about. If you want an It management company to assist you, do take a look into it support services cairns. They are some of the best IT support specialists around.

Have a Ticketing System in place. Many major organizations that offer technical help to their customers use a ticketing tracking system for their jobs and use it to monitor work progress. A basic ticket system may assist in organizing the department such that technicians don’t lose track of what has to be done. At the very least, you should have a dedicated email address.  Some businesses may lack the means (or desire) to implement a fully effective ticketing system. Setting up a separate email account for queries and support problems is an excellent solution.

Send fewer email messages. Spend time in one email asking the correct questions. Many IT professionals face the issue of wasting hours drafting emails. For instance, if they get an email stating “I can’t receive an email,” they might respond immediately “Are you using a mobile or laptop?” to which they would respond, “My computer,” to which they might respond, “What System is it?” This might carry on for the whole day. Conversely, IT should take a moment to ensure that they get all of the information they want in a single email and then respond in a single email. Investing a few minutes in-depth, answering the individual will help you avoid prolonged back-and-forth exchanges.

Provide details on any bugs that have been discovered. Create a FAQ page or a “Known Bugs” page. The majority of folks have the same problems as other users. The IT department may reduce the number of recurrent mails or communications they have to respond to, as well as resentment over whether problems are being handled, by offering a FAQ for all, or possibly a website that outlines known problems.

Personalize your response. Although it may seem to be an easy or even sensible action to implement, many IT organizations still reply to requests as “your support staff.” This is not only inconvenient for many customers, but it also gives the impression that the department is attempting to dodge responsibility and accountability. Employees will feel more confident that their request will be addressed if IT personnel responds to each request individually and includes their names. They will also have a mechanism to contact someone when they truly need assistance.