The businesses that use technology efficiently are typically the most successful. The right technology can allow for increased productivity and reduced costs. While many business owners understand that technology can create growth, there is a lack of understanding when it comes to end-user support, and the detrimental impact it can have on productivity.
If your own business is spending too much time on support, then resources for other projects will be gradually drained.
Determining the Impact of End-User Support
How much time does your IT team spend on end-user support? If you have a small team, or even a single IT professional in your business, then the constant need for support could be pulling them from other projects. If you are setting deadlines for IT projects that are consistently missed, then there may simply not be enough time to focus on both support and other activities.
If end-user support is excessive, then it’s possible that:
- Upgrade and maintenance schedules are falling behind.
- Testing of new systems is not being completed thoroughly
- Migrations and new software deployments are not occurring.
- IT staff are not presenting more efficient IT solutions because they simply don’t have the time.
If IT is suffering in areas outside of end-user support, then your organization has a problem. Continually reacting to the needs of users is draining and costly. Eventually, the lack of focus on other projects will put your business at a disadvantage.
Managed IT Services Offer Strategies That Reduce the Drain of End-User Support
The need for end-user support will always exist. There will always be IT issues that cannot be foreseen or avoided. The key is to create an environment where potential issues are mitigated. Improving the efficiency of your support delivery will also benefit your other projects.
If your business lacks a support ticketing system, or if it is not being adhered to, then this could be a core reason of why your end-user support needs are excessive. Ticketing systems ensure that IT staff can prioritize tasks based on the severity of an issue. Although such a system won’t eliminate the need for end-user support, having strict ticketing rules in place can reduce phone calls, IT “walk-ins”, and emails coming directly to your IT staff.
A ticketing system can also provide another benefit in the form of issue tracking and reporting. Identifying trends in end-user support could reveal where improvements need to be made in your overall process. For example; if a piece of software is responsible for a large percentage of support tickets, then it may be fit for replacement or upgrade, or there may be a training issue that needs to be addressed.
A Managed IT Service Can Help Improve Your End-User Support Model
If your business currently lacks the resources to handle its end-user support and other core IT needs, then it is likely that you don’t have the resources to implement better working practices.
A managed IT service is the solution, allowing you to identify and address the causes of excess support needs. There are myriad solutions available, such as improving your software, providing more comprehensive staff training, or creating a self-support system in the form of a company knowledge base. In many cases, upgrading your software or hardware with more user-friendly and efficient solutions will reduce your support needs in the long term.
A managed IT service can provide both temporary and ongoing consulting services to give you back the resources that you are losing to end-user support. As an investment in the productivity of your business, there are few others that are as effective or affordable.