outsourcing IT support

3 things to look for when outsourcing IT support

Outsourcing IT support can be a great move for any business. However, this all rides on the assumption that you partner with a reliable IT company — which is easy to do if you know what to look for. While there are a variety of things to shoot for when selecting an IT company, here are three of the most important ones.

Tiered techs are the way to go.

Many MSPs have found it highly useful to manage the flow of incoming service tickets according to the expertise needed by a technician. For example, simple requests and easy fixes go to a level 1 (or tier 1) technician. Larger problems that affect bigger portions of the infrastructure automatically go to tier 2 or tier 3 techs. These technicians should have more certifications and overall more experience handling IT-related issues in the business realm.     

Breaking up service requests in this manner should accomplish two major things. For starters, simple requests should be handled much sooner because they aren’t getting lost in the middle of serious problems that take much longer to resolve. And secondly, larger issues should (in theory) be resolved in a smarter, more strategic manner (since a person with more experience is handling them). In other words, less downtime and more permanent resolutions.

Yes, but what’s the SLA?

When it comes to Managed Service Providers and IT support in general, SLAs are of utmost importance. With SLAs in place, expectations can be handled much more realistically. Instead of wondering when something will get fixed or when you can expect some form of a response, you should know exactly how soon you should be receiving support and what kind of communication you can expect.

Your SLAs will typically vary by contract, type of problem, and time of issue, but at the end of the day, they exist to help both parties form a more successful partnership.  

The right tool goes a long way.

Whether it’s the ticketing solution or monitoring software, what your IT provider uses to support your business matters a great deal. These tools can ultimately have an impact on how long it takes for your issues to be resolved and even how long it takes for your issues to be discovered. This can all work together to affect facets of your business such as downtime, customer service, and employee morale.  

Long story short, the better these tools are, the better the IT company can be for your business. Make sure you do your research prior to partnering with a company to determine what tools they use, how they work, how they communicate with you, and how it affects your operations.

 

If you’d like to learn more about outsourcing your IT, give us a call or shoot us a message today. We have decades of combined experience providing IT support to SMBs in Detroit and Southeast Michigan, and we’d love to answer your questions.