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Back to the Basics in IT Support

Posted on Mon, Oct 15, 2012

IT SupportIT support is a business function of all IT Departments, which ensures that the computer systems of that company are monitored and maintained. This could either be done by an internal IT Department or a third party managed service provider. An IT support managed service provider ensures that the networks of a business are operating according to the standards of the company.

The basic functions of an IT support team are:

  1. Installing computer software

  2. Configuring systems

  3. Monitoring systems to ensure that run as they should

  4. Maintaining networks and systems

  5. Replace parts

  6. Troubleshoot systems

  7. Diagnose problems and solve them

  8. Provide technical support and advice

  9. Set up user accounts

  10. Test, evaluate and upgrade systems to new technology

  11. Conduct safety checks

The above list is indicates just some of the services to expect from your IT support team. Frequently, companies do not have the bandwidth or resources to support all of their IT needs. As a result they will seek to outsource some or all of their responsibilities to an IT service provider. Traditionally, a contracted IT company in Boston will simply work when needed - clients will contact the vendor to perform necessary maintenance, including system updates, hardware repair, security checks, etc. With the help of the service provider, IT services can be made proactive instead of reactive. 

Disadvantages of internal IT support systems VS. outsourced support:

They are costly: The more problems the business has the more costly it becomes. New resources need to be hired to keep up with the demands of growing businesses, but IT departments do not always have the budget to be able to make these changes.

Time consuming: Since there is often only one IT support technician per office, any problems will have to wait until more urgent matters are tended to. Can't log into your computer? Unfortunately there could be many tickets that are more pressing than your problem and you will have to wait, which slows down the operations of the entire company.

No use of modern technology: Traditional systems use traditional methods such as physical data backup and storage services. This means that data can easily be stolen or destroyed in a disaster. Upgrading to an IT support service provider gives you access to more experienced and knowledgeable staff, who can provide the best guidance to your company.

No 24 hour support: With an internal IT support team, there is no IT support during holidays, weekends or after work hours. The business will  have to resolve issues within working hours. However, outsourced remote support teams in different time zones can be used to provide 24 hour support. 

The Benefits of Managed Services:

A business that has embraced the idea of IT support outsourcing has a much better chance of resolving tedious support issues quicker and in a more cost effective manner. The services are generally cheaper than hiring an internal employee, and will help maintaine business continuity and resolve issues during off-hours. 

Internal is not always better when it comes to IT support and maintenance. Not only are outsourced services cheaper, but also more efficient and sustainable. How does your business handle IT support?

Tags: IT Support, IT outsourcing Boston, it outsourcing

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