There’s a common misconception about IT support. They’re not there to reprimand you about visiting the wrong sites or downloading suspicious files. Your IT support provider is there to make your job easier. They’re there to help ensure your network, your systems, and your devices run as smoothly as possible. They do a lot more for you than you realise.
Here are 10 things your boss wishes you knew about IT support, so you can utilise them to their full potential.
1. It’s there to save you time
They’re a dedicated resource to solve your IT issues. This means that you don’t have to do it yourself. Instead of working out why your mouse won’t work, or what that pop-up is, they can fix it for you. Just pick up the phone and call.
2. You don’t need to be in the office to receive support
Your IT support team can help you wherever you have an internet connection—and even when you don’t. No matter where your work device is connected, they can access the device and help you get back up and running.
And if you can’t connect to the internet in the first place, they can help solve that too – over the phone. This type of support is more common than you think.
3. They’re not mind-readers
While your IT support provider provides monitoring to detect a large range of issues, it doesn’t automatically cover everything that can go wrong. Put simply, they can’t solve an issue they’re not aware of.
So if you need support, or have a recurring issue that’s bothering you and stopping from working, tell them. If there’s an issue that you might not expect IT to pick up automatically, pick up the phone instead, and let them know.
4. IT policies aren’t just made up arbitrarily
Your IT support team don’t make up those rules just to victimise you. Policies like ensuring a secure password, ransomware training modules, VPNs on your devices, and certain site restrictions are there for a reason. Providing the best safety practices, and the education to go along with it ensures your business’ systems are a lot more secure, safe, and easy to use.
Think about these IT policies as protection measures. And, by following them, you’re helping to ensure you don’t enable security threats against the business.
5. External IT support provides you with a safer network and systems
You might think that an in-house IT team is the safest bet. That as they’re there with you, in your digital fortress, they’re better prepared to protect you against external IT threats. This often isn’t the case.
An external IT team is able to get a bird’s eye view of your issues, so they see things from the outside, too. They often have better software, better skills, and better training. They’re also available to provide reactive threat monitoring services around the clock, whereas your in-house team likely knock off at the same time you do.
6. It’s a highly-customised service—so use it
When you engage an IT support team, you don’t get an off-the-shelf service. A good IT support service will customise their support to your business, including any job specific-support you need. So if there’s something that you need from your IT team that you’re not getting, tell your boss. They can then organise this with IT to ensure it’s rolled out.
7. They know your system better than you do
They’re engaged to configure your system to maximise its use for your business. From the software to the cabling, they know what makes the business tick, and where to jump in if things go wrong. Therefore, if any issues occur, don’t assume you’ve got an insider’s knowledge. Get IT support on the phone—they’re probably the ones that customised your system for you.
8. They’ve got an emergency support plan
While you might not personally understand the full impact of what happens to your data in a business emergency, they do. Your IT support provider has a data backup and recovery plan ready to implement when your business needs it. It covers things like system failures, cyber threat, and even disasters like fire or flood, ready to roll out at a moment’s notice.
9. They’re actually a big part of your business’ service offering
Your IT support provider is responsible for ensuring your internet remains fast, they manage your detailed databases, communications systems, staff devices, proprietary tech, apps, servers, and much more. They’re working behind the scenes to ensure you continue to deliver on your customer promises.
10. And at the end of the day, they’re human too
Remember: your IT support team is just doing its best to help you solve your IT issues. Sometimes, these issues are too convoluted to solve in one call. Or they might not have the immediate answer. So please, give them the patience and the basic respect they deserve.
After all, the better your relationship with your IT support team, the more confidence you’ll have to pick up the phone, solve your tech issues and get back to work.
Are you looking to get more out of your IT support services? Contact Lanter today to see how we can help your business maximise the value of your IT support.
