What to expect from an IT support helpdesk

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July 27, 2012

Computer hiccups and breakdowns are frustration that all of us are likely to encounter to a lesser or greater degree. While hopefully you’re in the lesser boot-camp, it’s always helpful to know that technical computer support isn’t more than a phone call away.

Although just what kinds of things should you expect from this stranger at the other end of the phone? Clearly, you’re going to want someone on the same page as you. A professional, yet friendly expert, who won’t belittle the extent of your knowledge – should it be less than theirs – or alternatively someone who overestimates your understanding.

You need someone who speaks plain English and doesn’t mind having some patience, or even empathy for your situation. We all have a job to do and getting problems solved in the most quick and efficient way is surely a welcome service.

One way of achieving this effectively in fact might be that you have already given up permission for your IT support worker to access your system. Using remote access, they can run reports, check registry readings, see how your system is performing and so on. This way, you negate some of the awkward tech-speak that can sometimes ensue.

As well as being knowledgeable, you should also expect near-instant results. It wouldn’t be unreasonable to assume that if you have a contract with said support-contractor that you are their number one priority. Even if they have a number of other clients, you should feel that there’s none other more important than yourself.

Proactive IT support companies will also log all of these instances where they’ve been contacted, detailing the problem, what action they intend to take, the timescale for the job and the outcome. After all, you need to know what you are getting for your money.

Moreover, by taking this heavily reported approach, you’d expect that any kind of system bugs or other issues will make themselves known. As a result, your IT team can eventual quash the problem, leaving you to get on with what you do best: work.

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