What Services You Should Expect from IT Support

Published July 20, 2016

If technology isn't your forte, it's easy to think of IT Support like a strange, almost mystical entity.

But, IT is like any other industry. There's a set of services that it provides to you for a fee.

Clearly, there are a lot of people who don't understand how important having IT support can be. 27% of small businesses have no IT support. But even if you have it, you might not understand it.

It's very important to know what an IT company offers if you're planning on hiring one for your business.

If you expect too much of them, you're bound to be disappointed and frustrated because they can't complete the tasks that you want them to.

On the other hand, if you expect too little from them, then you aren't getting all of the services that you can be, and you wind up not getting your money's worth.

That's why we decided to help walk you through exactly what an IT Support company does and does not do. That way, you'll be informed.

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What IT Support Providers Do

"IT Support" has a very vague definition: "technical help or knowledge provided by computing experts."

This leaves a lot of people confused as to exactly what services IT Support should be providing. But, in general, here are some of the services you can expect your IT company to provide:

  • Cloud services (including things like migration and support)
  • Backup/Disaster Recovery planning
  • Onsite and/or remote labor
  • Email backup
  • Desktop and server support
  • Mobile integration

Of course, this will depend on a lot of things. Not all companies offer all services, and some offer more or less than this.

What you'll be getting will probably depend on how much you're willing to spend, and how much your company needs.

But, in general, the list above is a good rule of thumb of what you can expect your IT Support to provide for you. If you aren't getting these services, especially the critical ones like disaster recovery and server support, you should consider getting another service.

Take into account your needs. You need IT support because technology's hard to manage and sometimes needs an expert. If your IT company isn't providing this, then it's probably time for you to look elsewhere.

What They Don't Do

IT technicians are very smart and capable people. But they aren't magicians.

As such, there are some things they simply can't do for you. They may be able to help you outsource some things, but in general, you shouldn't expect them to do things like:

  • Graphic design
  • Website creation
  • Content marketing
  • Social media management

You should take the phrase "jack of all trades, master of none" into account when hiring an IT company.

If they seem too good to be true or they make you crazy promises, they're probably too good to be true.

A lot of times, companies will try to do too much to entice you to use their services. But that means that they aren't putting all of their efforts into any of them.

You should also be wary of any cold calls that claim that there's an issue with your computer, and asks for remote access to it. This could be a scam, which allows people to get into your computer and information.

If you're ever unsure of a call claiming to be your IT Support, you can always call the company yourself and ask. You want to be very careful because we all have very sensitive information on our computers.

How To Make Their Job Easier

When you're working with IT Support, it's because you have a problem of some kind. And we understand that can be very frustrating.

But the technician is a person, too, and they just want to help you. So in order to get the most out of your support, it's best if you do the following:

  • Be prepared with the workstation information before you call.
  • Stay polite and calm while explaining your issue.
  • Understand that the IT technician is only one person, and will get to your issue as soon as possible.
  • Accept that your technician has to prioritize. If someone's computer has the blue screen of death, that will have to be dealt with before they help you get your Pandora radio up and running.
  • Tell the truth. It may be embarrassing to admit that you spilled coffee on your computer, but if the technician doesn't know what caused the issue, they can't fix it.

IT Support can only provide good service if they're allowed to. So make sure that you do everything you can to make their jobs easier on them.

Do You Need Managed IT Support?

Now that you know what IT does, you're probably ready to hire a professional. You know what to expect, what not to expect, and how to keep your technicians happy and productive.

Well, when you're looking for a company to do all of these fabulous services for you, we hope you'll throw our name into the mix.

Our Managed IT Solutions are among some of the best. We offer everything that IT Support should, but we also help you to make it personalized for you.

Our System Design helps you to pick out the IT solutions that work best for you and your company. And our coordination with other services means that we can help you find other services like a phone and internet provider when and if you need them.

We know what we can do and what we can't. But even when we can't do things, we're willing to help you find someone who can.

We're dedicated to helping companies, specifically small businesses, with their technical needs.

If our services are right for you, we'd love to talk with you about it. Contact us today to learn more about how we can help your technology run more smoothly.

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Erik Gudmundson

Written by Erik Gudmundson

Erik Gudmundson is an experienced leader in the field of IT service delivery. He is responsible for designing, proposing, implementing, and supporting cloud, on-premise, and hybrid IT solutions in computer-dependent business environments. As a trusted advisor to his clients, he communicates solutions and pitfalls/workarounds effectively.

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