SMEs cannot afford to maintain a full-fledged team for tech support. This job is usually left to the most tech-savvy person in the office. But, when the solution isn’t simple enough for the in-office genius to solve, you may have to consider hiring professional computer support services. Here’s how to ensure that you hire the right team:
- The level of support offered by the company:
A typical computer support company allows clients to choose service that’s best suited for them. Some of the common service types include- pay as you go support (paid on an hourly basis), break fix (charges vary according to the level of support required), annual support (fixed annual charges for a set of services), and complete support (includes support for parts that need fixing). You can either choose one of these or ask them to offer a customized solution that works best for the business.
- Response time:
Does the service provider promise to respond and solve issues within a time period? A guaranteed response time makes sense but beware of companies that promise to resolve issues within a stipulated time period. Technical problems are difficult to detect- companies that promise to solve with xx hours are probably exaggerating.
IT technicians have to keep themselves updated about the latest changes in the industry. This includes obtaining certifications from industry sources like Microsoft, Apple, etc.
- Comfort level:
An ideal tech support engineer offers professional services, yet, he doesn’t intimidate clients with his geek talk. Explaining things in simple English creates a positive impression and confidence in the client.
Do they offer references of past clients? You don’t have to call up every client over the phone to double check facts, but a quick check over the phone should help.
- Cancelation clause:
If you are choosing an annual plan, does the company include a lock-in period wherein you are not allowed o cancel within the specific period?
- Dedicated support person:
While you cannot expect the same technician to attend to the issue always, you can request to speak to a dedicated accounts manager to handle all issues.
- What isn’t covered in your plan:
Your cover plan should include all major issues. And for those that are not included, this should be mentioned clearly or they’ll end up charging additional costs. Author Bio : The Author manages computer support in Gold Coast. He helps small and medium businesses stay updated on the latest technology.