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What your technical on-call support service should offer

In my last post, I reviewed why you need technical expertise available on-call 24 x 7 x 365. Now I offer three steps that will take you to the technical expertise you need to keep your IT environment humming so you can focus on your business.

Beyond predictability

Step one: Don’t forget that the complexities of today’s IT environments spawn issues and problems that may seem small but can bring your business to a dead halt until they’re addressed.

Perhaps your employees lose access to email or their IP phones. Maybe one of your departments has suffered a ransomware attack. Or your IT staff is struggling with firewall configurations. Or it could simply be that your people need help updating some laptops but not others.

These sorts of challenges span a wide range of technical realms. After all, the tech who’s adept at limiting the harms of ransomware may not be so good at curing your IP phone ills. Nor can you anticipate when issues might occur.

Here’s what that means in practical terms:

1 You need access to many types of technical expertise that you can trust are appropriately certified and vetted.

2 You can’t predict when you’ll need technical expertise, so you require 24 x 7 x 365 on-call access.

3 You’ll get much faster resolution — which is important since your issues are almost always time-sensitive — if you can access technical expertise via a single point of contact that brings you to experts who are already familiar with your IT environment and your business.

Practically speaking, then, the most cost-efficient way to get the reliable, trustworthy technical expertise you need whenever you need it is via a technical on-call support service.

Who you gonna call?

Step two: Choose a technical on-call support services provider with deep expertise, which you’ll find in providers with proven strength in…

  • A wide swath of cloud and managed services that includes long experience operating network operations centers and a global network of data centers; plus…
  • Successfully completing complex, leading-edge custom technology consulting projects; plus…
  • Umbrella support services that cover clients’ entire IT infrastructures, beginning with an infrastructure assessment that offers prioritized infrastructure improvement recommendations; plus…
  • IT help desk services; plus…
  • IT staffing services; and…
  • IT training services.

Step three: Make sure your technical on-call support services provider has a well-established onboarding process so their experts understand your IT environment before you need help. This enables easy escalation and saves you time, money, and resources. (Here at Quest, we onboard our technical on-call support services clients exactly as we do our managed services clients).

Agile, responsive, dependable technical expertise whenever you need it is just a phone call away. If you haven’t already, give it a try. Your bottom line will thank you.

Tim Burke
Meet the Author

Tim Burke is the President and CEO of Quest. He has been at the helm for over 30 years.