3 Different Types Of Support That Your It Department Should Be Providing

As a small business proprietor, you have a job to ensure that you have professional support to implement the diverse support you need. When you consider the various types of support that you will require for your business and the kinds of issues that may occur, it is quite clear that having the right support team on hand is extremely important. For example, if your business is located in Washington DC then you would want to work with a top-notch Managed IT Services Washington DC company.

There are several diverse types of support that you will find that your IT department should be providing you with. Here are the various types of support that you will find in IT support:

1 Security

The first type of service that you need is a security assessment and help. Several different issues can occur in the future that can potentially cause a business to lose their data or privacy. You will find that there are several hackers out there that may want to get into your data. The last thing that you want to do is spend your time worrying about these potential issues.

IT security specialists can help you make sure that your system is secure and you do not have any problems with your data falling into the wrong hands. This is something that can keep your business running smoothly while also protecting you from several potential problems.

Another type of IT support that you will find is remote diagnosis. With a remote diagnosis, several diverse kinds of issues can occur in your system that requires you to have an IT professional look at the problem. Some of the reasons why this is a wise idea to include things like data loss, hardware issues, and even a software issue. An experienced IT specialist can diagnose the problem and provide you with tips and advice on fixing the problem.

You are required to take care of a few different things if your company is prone to data loss. It is essential to have your system backed up regularly to cover if something happens. Even if something minor does happen, you will be able to recover the data. The backup will also ensure that you are covered in the event of data loss on an ongoing basis.

2 Hardware

Hardware issues are also something that you should take a close look at. Your IT support team should have hardware that is compatible with your company’s current hardware. This will make it simpler for them to diagnose the trouble and deliver solutions.

By using the same hardware for all the computers in your organization, you will save money on a few diverse types of devices. This includes printers, computer servers, network adapters, and other hardware that will allow you to run your business more efficiently.

Hardware Security is another primary concern for many companies. They want to be confident that their data is safe. One way to do this is to make sure that they have passwords for all the devices.

You should also have a type of data locking mechanism in place so that no one can access data without the proper passcodes. All these things are crucial because they will make it harder for a hacker to get into your company’s data and cause you to lose profits.

Troubleshooting is also one of the distinct types of support that your IT department should be providing. They should be certified in troubleshooting diverse types of hardware problems as well as software issues. These professionals should be able to work on phones as well as computers with no problem.

They should know what to do when a hardware or software issue is fixed as soon as possible. Having someone on staff who can provide you with these services can mean the difference between continuing to operate your business effectively and having to shut it down for several days while they get it fixed.

These professionals need to be certified in many different types of support to keep your business running smoothly. By having these professionals on staff, you will rest easy knowing that your information is always protected.

Businesses worldwide are moving to capitalize on modern technology’s benefits and the introduction of mobile computing. With more people are relying on mobile devices and accessing the internet on their cellular phones, the need for reliable and flexible IT solutions for small businesses is growing in demand.

However, these small businesses often find themselves at the mercy of smaller organizations that lack the proper resources to invest in IT. Smaller companies may not have the financial means to purchase, install and maintain their network infrastructure. Instead, they rely upon third-party vendors and consultants to provide these IT services for a small business.

Many small businesses find that they must use IT to support their customer relationships. Customer relationship management (CRM) applications can help small companies looking to increase efficiency while reducing costs and liabilities. This software application can help a company manage its customer data to be more accurate and more comfortable to access.

Additionally, a CRM system allows a business owner to create customized reports for management and analysis.

Companies that are based entirely online rely upon data protection and system monitoring applications to secure their websites. Data security is significant for businesses that sell or utilize sensitive personal and financial information. For example, some credit card processors require a company to sign a security agreement before processing credit card transactions.

Furthermore, a data security software application and system monitoring program can alert a business owner to unauthorized website access or data transfer.

Before implementing any software, application, and system monitoring program, a business owner must implement a security plan. A security plan can include various security measures, including physical, logical, and administrative security measures.

Regardless of whether a business owner implements a physical security policy or an automated rational security policy, the business owner must regularly enforce both approaches.

3 Software

Another critical aspect of a robust software application and system monitoring program is communicating with outside sources. This process is commonly referred to as auditing or detection. In other words, a system administrator ensures that a service provider is notified whenever there is a security issue (for example, an unauthorized user gaining access to the business’s network).

Likewise, a system administrator ensures that an unauthorized party is prevented from taking advantage of a system’s downtime. Additionally, a service provider can alert an IT manager if there is a security issue that requires immediate attention.

Although some small business owners may not require full time IT support, many business owners find that hiring service providers allows them to spend time on other aspects of their business. For example, many service providers offer training services to help a small business maintain compliance with federal regulations and ensure that its employees know best practices.

Moreover, some service providers can also help a business implement an information security policy (as required by law) and train its employees on the new procedures. A service provider can also advise a company on its best options for protecting confidential information, monitoring security threats, and addressing risk mitigation issues.

Lastly, many IT services for a small business can provide disaster recovery services in data loss or network outages. These services can help a company restore vital information and processes after an unexpected event has occurred. These services are often provided by service providers who specialize in disaster recovery plan execution.
IT services for a small business are crucial for helping businesses to protect their valuable data and systems.

However, it is essential to consider the specific services a company needs before hiring a service provider. As many businesses continue to experience significant threats to their data, service providers will continue to expand their offerings to address these organizations’ needs.

Also, IT service providers have begun to offer services beyond essential assistance to help businesses become more productive and reduce risk. To guarantee an effortless transition, it is necessary to partner with a qualified provider who has experience in the IT industry.

6 Ways to Get the Most From Your IT Support Company

Using multiple varieties of information technology in the digital age is both valuable and unavoidable when operating a business. As with anything else, though, even the best IT systems can drive questions that need to be answered and develop issues that need to be solved.

When the technology in question is an integral part of doing business, those questions and issues need to be resolved as soon as possible. While some IT support experiences are quick and seamless, it can be difficult and frustrating to get an answer or solution from an IT support company. The tips below can help navigate these issues and get the most from any IT support company.

Learn the Lingo

Many IT support companies offer training opportunities to their clients that help immensely answer questions about how to use their product. It may be challenging to find the time to review their FAQs and training documents, watch videos about their product, and take live sessions with an instructor from their company, but in the end, it does save time and is well worth it.

Yes, it benefits the IT support company if their clients are not calling them for answers to questions that exist in the training resources that they provide, but it helps you as the client as well. Suppose everyone isn’t calling or electronically submitting questions answered through these resources, which equates to shorter wait times when an inquiry cannot be avoided. Further, you will have a better idea of how to frame a question or describe an issue to IT support and better understand the responses you receive. Even better, the provided resources may shed light on features of the technology that you are not already taking advantage of, which may improve the efficiency of your business’s operations.

Read the Release Notes

If you aren’t aware of updates made to the technology you are using, you could miss out on new ways to improve efficiency. For example, you or your employees may be doing a complex calculation by hand because your IT system didn’t sufficiently calculate it in the past. Still, an update to the IT system that you use may have enabled the software to accurately complete the calculation. If you are not paying attention to the release notes, you will never know about these updates.

Be as clear and detailed as possible when asking for help.

Suppose there is a question or an issue that needs to be forwarded to your IT support company for assistance. In that case, they can better and more quickly answer the question or solve the problem if provided with an appropriate amount of background information. This is especially true when solving an issue.

If you are running into an error or cannot figure out why something isn’t working as expected, provide as much information as possible about the page or pages that you visited about the issue, any potential changes that you have made that may have affected the situation, anything you may have done to try and solve this issue yourself, and any screenshots that can help provide a visual of the issue. An IT support specialist can more quickly resolve a problem and more thoroughly answer a question when the inquiry is detailed. Providing screenshots is worth mentioning again – the adage that a picture is worth a thousand words is highly applicable here.

Don’t immediately ask for a Supervisor.

If you’ve called IT support multiple times for an unresolved issue, or if you’ve had to do so in the past, it can be very tempting to reach out to support and ask for a supervisor right away to avoid past headaches. This might seem to get results, but it can lengthen the time it takes to resolve your issue.

Supervisors are not always available to take calls. While you may have had a long and frustrating experience with one or two IT support specialists in the past, you may have reached a more experienced specialist this time, or the same specialist may have more experience now than they did when you last dealt with them.

Further, the IT support specialist you have reached might be better able to help you than the supervisor can. Frequently, supervisors have their positions because they are good at managing people. Even if they started as a support specialist and have a wealth of experience with the IT system in question, they are no longer on the front lines once they become a supervisor. Over time, their quick familiarity with the system can diminish, and the support specialist you are on the phone with may be able to understand and resolve your issue more quickly.

Even if you are actively calling back to follow up with a supervisor who is already familiar with and working on your issue, share your identity and a brief explanation with the support specialist who answers your call rather than just asking for the supervisor. If the supervisor is not available, then a more detailed message will result in a better and quicker response. If they are available, they can pull up your information and be ready to assist you when they know who is on the phone ahead of time.

Keep a level head

It is not easy to be calm when you encounter an issue that is holding up the business’s operation that your livelihood depends on, especially when it is not something that you can resolve on your own. Taking a few deep breaths and keeping your cool while discussing the issue with IT support helps immensely shorten the time it takes to resolve an issue. Anger, panic, anxiety, and frustration are infectious human emotions that can be passed on to the person that you are speaking to on the phone, detracting from your ability to relay the issue, their ability to work through the problem and assist you, and your ability to understand the solution.

Even the most practiced IT support specialists who do not allow these emotions to affect their performance will need to use your valuable time to work around your emotional state while assisting you in allowing your feelings to take over. The expression of these emotions is an understandable reaction to adversity and challenging to master. Still, anything you can do to quell these emotions will help you when working with your IT support company.

Don’t be afraid to ask for a Supervisor.

While immediately asking for a supervisor can cause issue resolution to take longer, there are times when asking for a supervisor is helpful and speeds up the resolution of your issue. Before you do, allow the support specialist to diagnose the problem and make attempts to resolve it.

As you interact with them, you will likely pick up queues that tell you if the specialist cannot resolve the issue independently, whether due to lack of experience or a lack of authority. They will most likely reach out to a more experienced specialist or supervisor on their own in these situations, but if it seems like it is taking too long. They are not communicating adequately with you about their progress, or if the issue is resolved, but there is some monetary compensation that you think you are due because of the issue, calmly let the specialist know this and ask if involving another specialist or a supervisor will help with the situation. This will likely prompt the specialist to give you more information about what is being done to resolve the issue and whether there is already another specialist and/or a supervisor involved.

You can always ask to speak directly to someone else later, but if the specialist is close to resolving your issue on their own, starting the resolution process over with someone else can lengthen the time it takes to resolve your issue. If it is a question of monetary credit, there may be something that the person you have been dealing with can do for you directly.

When all 6 of the above tips are utilized, they reinforce each other and help you get the most from any IT support company you work with.

How To Cut Down Your Company’s Costs With Outsourced IT Support

How Can IT Outsourcing Reduce Costs for Your Business?

The most common question that most small and medium enterprises ask is: How IT Outsourcing can help reduce costs for your business? There has been a steady increase in the number of firms using IT Outsourcing services to help their businesses cut down on the costs involved. It has become evident that when a firm consumes software, it requires more software, and its maintenance costs increase automatically. If you have a vast inventory of inventory, you will have to purchase new inventory as well. This means that you are spending a lot of money without even getting any profit from your business. This is why many organizations are now looking at ways in which they can use IT outsourcing services to improve the profitability of their business.

How does IT Outsourcing help to reduce costs for your business? Firstly, it ensures that you don’t have to buy new software or hire personnel to install it for you. With the help of outsourcing, you can contract with a third-party company that deals with software installation and maintenance. You are then given a complete list of components to buy any software licenses to operate the software. Once you make your purchases, you are required to maintain and update the licenses on your own. This way, you never have to worry about the costs involved in this process and you will be able to get maximum returns for your investment.

Another way IT Outsourcing helps save on business expenses is by reducing the number of staff you require. Typically when there is a change in the payroll system, the entire staff needs to change as well. This means that the whole business operation may become faulty if there is a huge mass transfer of functions and there are several people who need to undergo training. IT outsourcing eliminates such problems because you can get all the payroll details updated manually and you will be able to train only those employees who need to do so. This way, you can improve efficiency and cut back on the number of people who need to undergo training.

How IT Outsourcing saves on business expenses also includes costs related to training. It means that instead of hiring people who are not familiar with the company’s procedures, you can get experts in the field to take up the responsibilities. These professionals will be able to carry out the tasks efficiently and they will be able to handle any situation that comes up. In addition to this, you also save on costs associated with repairs or updating. Since the process involves minimal interaction, the system tends to function more reliably.

The process of saving on business expenses also involves other methods like improving the overall efficiency. In addition to this, there are several different ways like reducing the paperwork that is involved. Since this involves fewer people, it also helps to cut down on the number of mistakes made in this process. Furthermore, this helps to provide better service for the customers.

How To Cut Down Your Company’s Costs With Outsourced IT Support?

If you’re looking to cut down your company’s expenses with outsourced IT support, then you’re going to be looking for a few ways to do this. You can achieve this by using various techniques and planning approaches. First, you can outsource services that are not related to your core business processes, but if these do not add value to your business, you can probably leave them as they are. For instance, you can outsource accounting, data entry, and other such services which do not add any value to your business and can hence be considered as excess inventory. If you hire an outsourcing firm with expertise in these kinds of services, then you will get an opportunity to enjoy cost savings and quality execution.

Outsourcing IT Services to a Reliable IT Solutions Provider The first thing you would need to check is the credibility and experience of the firm you plan to hire for the process of outsourcing. Several companies claim to provide excellent IT solutions at very affordable prices; however, several may not be genuine and might even be fraudulent. It is crucial to check various online reviews to ensure that you get the best deal.

  1. Research the Various Options available in the market One of the best ways of outsourcing is to opt for multiple companies that specialize in outsourced IT support. These firms offer various kinds of IT support, including web design, programming, database management, website development, document management, and various other such services that can be used to help you streamline the various aspects of your business. Some of the popular companies in this segment include Avaya, Mitel, Microsoft, Novell, Sun Microsystems, IBM, and many more. Out of these companies, the ones listed above have a reputation of providing excellent customer support, low cost, efficient delivery procedures, professional certification, and a lot more.
  2. Look for the Multiple Solutions offered by the company You are planning to hire The Internet has made the world a global village. This means that various companies from various parts of the world are providing multiple IT solutions at various rates. It is essential to find out the cost difference between different possible solutions offered by the service provider. Also, it would be wise to go through these companies’ websites to find out more information about them.
  3. Hire IT Experts for IT Support If you are planning to outsource IT services. It is always better to hire IT professionals to be sure that your business processes will run smoothly. However, finding a reliable and experienced IT company to handle all your IT needs may not be that easy. Numerous companies are engaged in providing various IT solutions. Hence, it would be not easy to look for the best. In such a case, it would be wise to help professionals like web design services or data management services from well-reputed outsourcing companies.


By outsourcing IT services, you will be able to reduce your company’s expenses and improve its efficiency. These are some of the steps that you should follow to get maximum advantage of outsourcing. The Internet is teeming with much information about IT and various other things related to this field. Therefore, it would undoubtedly be beneficial to browse through multiple websites and blogs dedicated to this topic.

10 Tips To Use When Looking For Managed Service Providers

What is an Managed IT Services Provider

How companies operate has transformed the entire industry since the IT consulting agencies emerged. These agencies provide controlled IT services to other company ventures by ensuring there is trouble-free running of in-house processes and safeguard their information.

For example, using IT consultation agencies’ services enables your organization to stay updated with any global market transformation. More examples of MSP include managed services department and the IT solutions, which are accountable for the organization’s maintenance of software and hardware.

Managed Service Providers have existed for quite a long period now, but their outspread use has been lagging because many organizations are usually uncertain about such services’ discharge.

Using services offered by MSPs have lots of merits. But despite this, most businesses still squander their IT resources by not embracing them. Read on the list below of ten crucial tips to consider when looking for MSPs.

1. Communication

Make sure that you have created a sustainable and proactive relationship with your Managed Service Providers or IT Solutions Agencies. The last thing you would least expect is to break free from one IT issue and keep recurring because of poor communication.

The present-day MSPs offer consultation services, and, hence, they can advise you on how to enhance and upgrade your IT unit.

2. Establish an information backup plan and disaster recovery master plan

Even the modern security system hardware and software solutions are at risk of cyber-attacks. It’s important to have an information backup plan and a tactic to recover if your system gets attacked by data threats.

Many things can happen, from machine errors, hackers to viruses and human errors that can mess up with your data. Liaise with your Managed Service Providers to make a data backup plan. Any experienced MSP can comfortably take you through the reconditioning process one step at a time.

3. Look for an MSP that serves your needs

There are several MSP agencies in the market that you can pick from. Choosing one particular can be an uphill task, but your center of attention should be on the services your business needs and the amount of quality they deliver.

Figure out if it’s a help desk service, storage service, or a desktop care service? Also, ask yourself if you’re searching for maintenance and upkeep services. Ensure you have a good idea of what your company needs before picking your MSP.

Look for an MSP that delivers the assistance you require and one that has a good subscription bundle in terms of quality and cost. It’s also advisable to consider overall technical expertise and reliability.

4. Recognize that MSPs are not a substitute for your IT department

Managed Service Providers are there to supplement your internal IT unit. Don’t wait for them to resolve your day to day needs. Their main work is to ensure the security and safety of your information and offer quick cover-up in case of cyber threats.

5. Contrast and Compare

Once you’ve made up your mind on what your organization needs, now begin looking for an MSP. You can compare several service providers before settling on a specific one.

When comparing and contrasting, don’t rely only on cost because most MSPs use low costs to lure companies. Consider other factors like experience, stability, and business model.

6. You Should Look for a Managed Service Providers that are able to adjust as your company requirements change

The goodness about sub-contracting IT solutions is that you only require stating the kind of service you need, and then it is up to the MSP to make sure that the needed resource is available. For example, you might be thinking of expanding your clients’ support to provide after-hours cover without adding your internal headcount.

Then as your company expands, you may be required to provide a better service level. When you’ve settled on the MSP that you want, it’s recommended you discuss how flexible they should be and how your company’s changing requirements need support.

7. Make your MSP your virtual CIO

Most reliable MSPs use modern technological advancements to provide top-notch services to your business. This helps you to be ahead of your competitors and acquire any new developments in the IT field.

Make sure you plan regular appointments with your Managed Service Providers. This way, you’ll stay updated on the current trends in IT.

8. Your Company doesn’t sleep, so neither should your MSP

Your MSP is assigned to maintain and support your treasurable data, which means they must always be available when you require them. That means at any time of night or day, on public holidays and weekends. Strong supervision of your networks guarantees that your MSP can deal with any possible issues.

9. Your Managed Service Providers Workforce should be honorary workers of your organization

Whether you are a healthcare business, a beauty company, or you deal with mortar and bricks, every industry has its niche. That means your MSP needs a level of comprehension of your clients’ expectations and how your industry provides service to them.

How well your MSP comprehends your business has an immediate impact on how well they help your industry, especially when they’re assisting your IT unit. They ought to know how to help your industry within your business, so it’s worth putting more effort into training the Managed Service Providers on how to keep your clients happy.

10. You are allowed to ask for a reference

With Managed Service Providers, proven performance history is everything. Once a deal is sealed and a sales assistant is no longer involved, you need to know that the service you’ve signed up for will be provided. When you are picking an MSP, it’s important to enquire for references before certifying a contract.

You may even get to recognize another industry they served, and that will act as a point of reference, and you can enquire from them on a non-formal level about the experience they have had with your prospective MSP.

Final Thought

An excellent MSP can give your organization the flexibility of access to a devoted and skillful IT team without an internal resource. They can control your cloud demands and ensure your other key IT supports are up and working smoothly. Picking the appropriate MSP can give your internal IT team their fruitful time back and minimize the stress on company owners if they set up logical SLAs on how they desire matters to be handled and developed.

But if you pick the wrong Managed Services Provider, you’ll be left with unhappy clients, reputational damage, and unexplained downtime. MSPs will play a more significant role to heighten convenience and efficiency in your institution – if chosen properly, considering the tips outlined in this article. So, heed and follow the above practical hacks when looking for a Managed Services Provider.

7 Different Ways for better technical support

Let’s be clear. With rare exceptions, there is almost no business that does not need a significant level of technical support. So articles about why you need technical support are a waste of time. The mere fact that you have a website on the internet and use computers in your business is all you need to know as to the why?

But what about the how? That is a different matter.

There are, in essence, four major methods of IT support available to solve computer-related problems.

The first one is self-help

We are all familiar with this type of help. There is a list of commonly experienced computer errors and a list of standard solutions to resolve the problem. 

From the global view of an organization, self-help is incredibly valuable because it avoids using an IT staff’s resources to continually answer simple problems such as how do I add a different font to my documents. 

Want to know how effective self-help can be in terms of IT? Consider this, it costs most organizations about $12 per phone call to answer IT questions, and around $5 per incidence if they use chat.

On the other hand, it costs just 10 cents per customer to answer IT questions by self-help.

First line of contact 

Commonly called level one IT support, either by email, chat or phone call, these IT technicians can typically handle around 70 to 80 percent of all technical phone calls.

They may not be superior experts able to resolve intense and complicated IT problems, but they get the job done quickly and expeditiously.

Studies show that in most organizations, the vast majority of first-line contacts are handled by email. 

Complex issues 

As people become more sophisticated about using computers, tech support managers say that the calls they do get regarding IT are more complex than ever before.

The second tiers of IT support, being IT specialists that require in-depth knowledge of the product lines are increasingly popular. 

Almost all these contacts are by phone only, and typically will involve a 15-minute or more conversation, typically a teaching moment as well as arriving at a solution.

Often this second-tier tech support will involve using various software allowing the technician to remotely tap into the caller’s computer system so that the caller can fully see how the solution is achieved, not just letting the IT guy or gal resolve the problem so that they need to call again in a week or so.

Custom Support 

Sometimes a problem is beyond even the skills of a second-tier expert. When a problem gets this far along, often a designated super-agent is called in to resolve these issues, which may even involve calling in the R and D department for advice.

7 Tips for better technical support 

With this understanding of how tech support ideally works, there are indeed ways to improve technical support. 

#1. Think carefully before outsourcing. 

Many companies feel they can save significant levels of money by outsourcing their technical support.

If done right, and you get the right IT partner, this is true. Getting it wrong, however, can be a big headache.

However, particularly if you sell software, it is very important to ask yourself will the outsourced IT support provide the level of technical support and guarantee the same level of expertise and professionalism on every call to them.

If not, then your business is spending hundreds of thousands of dollars on sales support, only to have it disappear with poor or inconsistent tech support. 

#2. Make tech support a fuction of your sales force 

First of all, your sales force has spent a great deal of time and effort securing a new customer. Once that has taken place, they rely on tech support to provide the necessary support necessary to make the product work with maximum efficiency.

However, ordinary IT support is not enough. IT should be part of your sales force. Whenever the tech support agent determines that an advanced product might be of more use to the company, they should suggest is a subtle way how an upsell might make their company work more efficiently. 

This is another reason to question outsourcing. IT support that is outsourced rarely has any incentive to upsell. 

#3. Implement the four levels of tech support 

It’s not uncommon in smaller companies to have the sales force or even the CEO field all technical support questions.

This actually adds a layer of frustration to a company as they are not talking to the person who actually can answer their questions pronto. It also adds a certain level of stress to the sales force who are not spending the time in the most valuable way.

#4. Monitor and pay attention to complaints outside your own control 

If a company or individual has problems with their technical support, often the first thing they do is complain on social media.

If you are not monitoring social media, you may be like a company with a blindfold on, ignoring important issues that have escaped your attention. 

By all means, find out what problems customers really have, not just what they tell you.

#5. Make it easy to contact tech support 

For some reason or another, many companies seem to imply their customers will never have an IT problem as they bury the contact phone number on their website.

Come into the real world. Be proud of your tech support and make sure you display the contact number on your homepage. 

#6. Listen and learn from your customers 

Your tech support should provide management feedback as to what customers say. For every one customer that complains about an issue, there are 10 more who have the problem but do not complain.

#7. Have the write tools in place 

Finally, have the right tools in place, which means in short, have a ticketing system that keeps track of every problem encountered.

Your goal is to have 100 of all tickets resolved in a minimum amount of time.