Partnerships

IT Support has always been about allowing people to get the most out of technology to support their work. As well as being efficient and responsive when things go wrong, the push for proactivity has led to support providers becoming

increasingly invested in customer IT, leading to a great range of value-add possibilities. These have included significant advancements in the use of digital strategy, the construction of long-term visions for use of IT and the development of training programmes to ensure that users are fully equipped to get the most out of every pound spent on technology.

As well as providing a rich value-add programme, inTEC take a solution-oriented approach to our service, working with customers as true partners – which means consistent communication, no hard sell and no hidden charges.

Proactivity

The most efficient organisations are increasingly utilising proactive IT support to maximise their output. Proactivity refers to monitoring which can detect faults on a network before they become problems for users. This is closely linked to an analytical approach to ticket data which seeks to understand the root cause of common issues to continually prevent their re-occurrence.

Traditionally, IT support has been about solving the problems that users report. That is still vital work, but increasingly the focus is shifting to how the number of reported problems can be minimised – leading to great value-adds to support contracts.

Core IT Support

Before we delve into the ever-evolving possibilities offered by new trends in IT Support packages, let’s go back to basics on core support. Whether your support provision is in-house or outsourced, there is a significant workload concerned with monitoring and managing every component of network infrastructure and maintaining a baseline of cyber security.

Many organisations outsource IT Support to ensure access to the highest levels of expertise, should it be required, with some of this outsourcing creating hybrid models, where a business handles 1^st line requests (basic support needs) internally and outsources for 2^nd and 3^rd line input as required (experienced expert engineer and analytical solution designer, respectively).

Conclusion

In essence, great IT support is all about doing the work that means that your team don’t need to contact IT support! You will always need Helpdesk support from time to time, but in an ideal world, a comprehensive set of proactive measures, including cutting-edge monitoring, root cause analysis, training and a clear long-term strategy come together to keep the problems your team experience to an absolute minimum.

While many IT providers continue to offer a bare bones, break-fix, minimum value service, inTEC are part of the change in the sector, putting impact, mutual gain and value for money in the foreground to help organisations continually achieve more with their IT.

Talk to us

Looking for a new IT support provider? Please get in touch.

Call 0345 565 1767 or email info@intecbusiness.co.uk and we’ll be happy to help!