Let's address a common frustration with each of these IT support options:   

Scenario 1: You have a go-to tech expert who knows all about your IT environment, your business needs, and the nuances of the software your small to medium-sized business uses every day.  You're optimistic about their ability to resolve any issues. The concern then becomes: When are they available to help you?  They have overextended themselves with a full-time job, juggling personal relationships, and maintaining hobbies. They are rarely available when you require their assistance the most.

Scenario 2: On the flip side, reaching out to an IT helpdesk team ensures an immediate response. They consistently pick up the phone and are prepared to assist you immediately. However, they lack familiarity with your specific needs and software, which may prolong the resolution process. The concern then becomes: How long will it take to resolve the issue?

Is it possible to both have someone who is familiar with your business and there when you need them most? 

Recently we were talking with a 24/7 emergency response service company and a common concern emerged: the frustration of having to explain the same issue to different technicians each time it resurfaced. This challenge is not unique to them; SymTec faces similar obstacles when addressing client needs. In our efforts to improve and elevate IT services for every client we are working to mitigate this concern.

Combining both an IT helpdesk and an IT expert is the key to resolving this issue. The IT expert cannot be sufficiently available if they spend their time repeating solutions they've already solved for others in need. On the other hand, the helpdesk requires the expertise of the IT expert, which can be shared through training and accessible documentation. With resources, the helpdesk team can also deliver effective solutions. Each interaction with a ticket helps the helpdesk team gain valuable experience, gradually walking them towards becoming experts themselves. Effective IT support relies on strong troubleshooting abilities, requiring technicians to understand the situation and follow a logical path to identify solutions. Given the rapid pace of change in the IT world, it's impossible to remain familiar with every problem. However, mastering troubleshooting methods and gaining familiarity through daily assistance with IT needs enables technicians to quickly find the right solutions.

The solution is a good process that gets the right person on the right issue, at the right time.  The fix, while it sounds easy in theory, takes a lot of time to build out the tools and processes to make it work. Knowing how well an IT company has been able to get this balance can be one of the best indicators of their maturity and the confidence you can have in the long-term sustainability of services.

 A good helpdesk will: 

  • Answer your phone call live every time.
  • Listen to your needs carefully.
  • Documents your need and identifies known solutions.
  • Reads documentation of previous support requests. (KEEPS YOU FROM REPEATING YOURSELF)
  • Implements known solutions.
  • Recognizes your urgency and timeframe.
  • Communicates with the IT Expert to receive direction.
  • Escalate your need quickly to the solution expert if it is determined a known solution is not available.

When the full plan is followed, the helpdesk compliments the IT expert and helps reduce overall IT costs, as well as providing rapid solutions to simple or well-documented problems. We believe most issues can be resolved by the helpdesk, and with great coordination between the helpdesk and the IT experts that we call our escalation team. At SymTec, the number of issues resolved at the fastest rate increases daily.

If your IT needs are not being met, we want to talk about your concerns. We promise to hear you out and be transparent as to our abilities and what your experience could be with SymTec.