Category Archives: Manage Service

Getting The Most Out Of A Managed Service Provider (MSP)

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WE MAKE IT EASY! on laptop screen, Managed Service Provider (MSP) concept

A managed service company makes navigating the IT world effortless and painless

We know that managing your IT is not an easy task to accomplish. There are many challenges that come with the territory of being part of the IT industry, including the training difficulties and the expense of continuously educating your employees to ensure they stay ahead of the competition. It does not matter if you are completely outsourcing your IT tasks or if you have a different type of workforce, an MSP(Managed Service Provider) can come in to save the day because it can reduce the amount of time and money you spend on these services.

In order for you to get the most out of your Managed Service Provider(MSP), we encourage you to do the following:

Communicate, Communicate, Communicate

We cannot stress the importance of communication enough. You should make sure you follow up with your managed services provider at all times. Your Managed Service Provider is available to give you the things you need when you need them. Do not hesitate to communicate your needs, your goals, and your ideas so they can understand them, execute them, and eventually implement those things into your business. A Managed Service Provider(MSP) does not have to be another outside source that you use to improve your business. Take advantage of the ability to communicate to use your skills and the skills of your MSP to improve your business and take it to greater heights.

Re-Analyze Regularly

It is also important that you make time to meet with your Managed Service Provider on a consistent basis. Having meetings with your MSP will give you the opportunity to review the current and future state of your business’s IT operations. When you are able to know where your IT operations currently stand, you will be able to prevent any small issues from turning into major issues. During these meetings, you will also be able to determine your overall efficiency. You will be able to address questions about ticket status, resolution time, and more. Your Managed Service Provider should not hesitate to work with you to make changes and improvements to your operations when they are needed.

Do Not Hesitate To Receive Help

A Managed Service Provider can provide more help than some businesses may realize. A Managed Service Provider has the ability to provide different advice and strategies that will be more valuable than you may realize.  The advice that an MSP can provide you with include information about how to properly evaluate your technology and your networks and how to create solutions that can answer current and future IT problems. Managed Service Providers can also create a Backup and Disaster Recovery plan that will be vital to your business. You can communicate your needs to the MSP so they will know what features and services you need to be included in your Backup and Disaster Recovery Plan.

Are you currently getting everything you need from your current Managed Services Provider? Are you being offered a variety of features and services that you can choose from to fit your business’s needs? If you have not been given an assessment of your IT network and you do not know the current state of your IT infrastructure, now is the time to find an MSP that will give you the insight you need into your networks.

If you are ready to get more out of your current resources and improve the current state of your business, please do not hesitate to contact us today for more information on the services we can provide. We are ready to provide you with the high-quality support you need for your business.

6 Ways You Can Improve Your Company’s IT Help Desk

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Young male customer support executive working IT help desk

Is the level of service from your support desk not up to company standards?

We understand how frustrating it is to manage an IT help desk, especially since customers typically only try to contact a company when they are angry, frustrated, or have lots of questions. Although patience and stellar customer service skills are a great foundation, there are many ways you can improve your company’s help desk support team. Below are six different strategies that can make your customers smile and make your department run more efficiently.

Tip #1: Give Your Customers The Right Materials So They Can Help Themselves

Do customers often call in or email your help desk with the same questions about a specific product or service? If you notice there is a pattern about what they are confused about, rewrite the instructions so that it is more clear. Make a list of the most commonly asked questions and upload it to your company’s website. You can also create a forum where customers can post questions and share information with each other. The easier you make it for customers to help themselves, the happier they will be.

Tip #2: Use Gamification to Motivate the Help Desk Support Team

How can implement gamification in the customer service department? Perhaps you can track how many compliments agents receive or their average hold time. Regardless of the metrics you use, gamification can motivate employees to do their best job every day and not be complacent. You can also find ways to reward employees that consistently perform well by celebrating their success and hard work.

Tip #3: Encourage Employees to Ditch The Script and Be Genuine

Your customers are smart. They know when someone is reading a script or saying something they have memorized. One way you can improve your help desk support team is to encourage them to be genuine with customers. Most of them will appreciate the effort.

Tip #4: Take The Time To Know Your Customers

Use software that will allow you to keep track of your customer’s questions or issues. When someone calls in or sends an email, it should be easy for a help desk agent to see if they have contacted the company before and why. They will be able to resolve issues faster and be more personable when they can view the previous tickets and notes written by other help desk agents.

Tip #5: Cultivate An Atmosphere Where Agents Can Collaborate

Another tactic you can use to make your IT help desk better is to create a collaborative atmosphere. When your company encourages teamwork and has a positive and supporting culture, it will make it easier for agents to focus on the customer first instead of their own ego. For example, if an agent doesn’t know how to resolve an issue they can easily ask their coworkers for help without fear of retribution in a collaborative work environment.

Tip #6: Create Customer Service Surveys So You Can See What Your Company Should Work On

Lastly, we recommend that you create and administer customer satisfaction surveys at least once a year to get feedback from your customers. Is there anything they recommend you work on or improve? Closely examine the results and look for patterns. A simple survey with a sliding scale can give you insight into what you can do to make the buying experience better for your customers. You can also place questions on the survey that ask questions about the customer service agent’s attitude, responsiveness, knowledge, and problem-solving ability.

For more information about our help desk support services, please call us at (888) 676-1228 or contact us online today. At SystemsNet, we can take care of monitoring and managing your existing systems so you can focus on your business.

Is It Time For You To Have A Managed Service Provider (MSP)?

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Cloud technology network managed service provider concept

Tired of working on IT issues and not concentrating on tasks that can grow your business?

There are numerous benefits associated with having a managed services provider(MSP), but how will you actually know if now is the time to start outsourcing your IT management? There are some signs to pay attention to when you are ready to find out if you actually need a Managed Services Provider(MSP).

Do You Need A Managed Services Provider(MSP)?

No one wants to walk into their workplace and discover that something is not working with the technology. It does not matter if your business is a small business, a medium-sized business, or a large business; discovering this type of problem can be the difference between having a successful work day and having to find a way to repair the issue that has delayed your business operations.

When you have a team of dedicated professionals on your side providing you with the managed services you need, these issues will eventually be a thing of the past. As you begin to think about your current IT struggles and all the options you have available, we want you to think about making the decision to outsource your services. There are many signs that could mean you are in need of an MSP, including the following:

Multiple Tech Problems

It is not uncommon for businesses to face different IT problems and challenges, especially with all the advances and changes in technology. To reduce the IT problems you may be facing, you can choose to upgrade your technology and ensure you keep data backups. When you back up your data, you should ensure that the backups are accessible in order to reduce technical problems. When you partner with a Managed Services Provider(MSP), you will have the peace of mind you need because your data will be secure at all times and your technology will always be current. You will be able to spend more time on other aspects of your business instead of worrying about the technical issues that may arise.

Limited Finances

If you do not have the finances to hire a team of IT professionals, you will appreciate the affordable option of a Managed Services Provider. Many businesses may only think of an MSP as another thing that requires money, but when you have a team of IT experts on your side, it can turn into a very wise investment. A Managed Services Provider will not be as expensive as employing an IT team that will be in-house.

A Weak Strategy

Every year, your current network will experience multiple changes within the organization and outside the organization. You will need a strong IT strategy that will help your business now and in the future. A strong and secure IT strategy will also help ensure that your business will have long-term success. If you feel that your current strategy is not strong enough to keep up with the IT advancements, now is a good time to consider outsourcing your services.

We know that you want your business to continue growing and that you want to stay on track with the other businesses in your industry. We can also understand how you would like to have an edge over the competition. You are going to need to be able to develop a solid IT strategy and maintain your knowledge of technology and networks. If you are looking for a service that can provide you with efficiency, increased productivity, and efficiency, a Managed Service Provider is the solution you have been searching for.

It does not matter what industry you are in, a Managed Service Provider could be the option that leads you to the level of success you have been searching for. Contact us today for more information.

IT Help Desk Support: The Knowledge Base

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IT Help Desk Support - woman on a phone at her desk

IT Help Desk Support

One of the most important tools that your business’s IT help desk will need is a knowledge base. When your business does not have a knowledge base, your organization will increase the chances of providing support that is inconsistent, as well as customers who are unhappy and long telephone calls.

An effective knowledge base will also hold information that will help your customers and your end users to resolve some issues on their own, a long list of frequently asked questions, and additional documents that everyone in your support staff can access at any time. There are multiple ways that your IT help desk and IT management systems can benefit from using a knowledge base.

Obtaining More Knowledge

There will be many organizations that will have one person who knows a significant amount of information about IT and technical issues. While these people are always great to have around, sometimes others in the organization will direct all the hard questions to the IT help desk expert without taking the time to learn what needs to be done. Many people in the workplace will feel that documentation can be placed on hold because there is already someone who knows what to do. What will happen if that IT expert leaves the workplace? All of the knowledge that was once there is gone now and where will that leave everyone else? You will not have to worry about this happening with a knowledge base because the knowledge will always be there.

Reduction in Call Volume

Since your IT help desk agents will have the knowledge they need to find answers to their questions, the length of time they will spend on the telephone speaking to customers and end users will decrease. Instead of your customers and end users being placed on hold while IT help desk agents are asking questions, the help desk agents will be able to find the document they need, resolve the problem, and take the next customer’s phone call. When you can resolve problems quickly, customers will now spend less time waiting to receive assistance.

Reduction in Ticket Volume

When customers use your IT help desk’s knowledge base to find answers to their own problems, there will not be a need to constantly create support tickets with the IT help desk. Your IT Help Desk’s knowledge base can be used in the portal, the customer will be able to access the knowledge base area to create a ticket. When a customer finds information that helps them, they will be able to return to their job task with a solution.

Reduction in Costs

When you are able to save time by reducing call volume, tickets, and the length of phone calls, it is very likely that a knowledge base will help your organization save money on all support costs. While you are saving money by lowering costs, you should feel confident in knowing that you will not reduce the level of quality when it comes to the support you provide. You will actually be improving the quality of support because you will be providing support that is effective, efficient, fast, and consistent.

An IT help desk that has a knowledge base that is available at all times of the day will give everyone the opportunity to research a problem and find a resolution even when the help desk is closed. Not only can a knowledge base help you save money when it comes to operational costs, but you will also improve your chances of providing high-quality support that will remain consistent.

How efficient is your IT help desk? Does your help desk have a knowledge base that provides quality support? For more information on our IT help desk services, please do not hesitate to contact us today.