We’ve all had IT issues at some point and so we know how frustrating it feels to be unable to access your files or have a computer that is functioning far too slowly. Problems with IT can seriously impact our productivity and harm our business, bringing our operations to a halt.
And yet a frightening statistic shows the one team we have in place to protect us from IT problems – our in-house IT support team - are often the reason why these problems occur in the first place. Why? Studies show that 80% of our computer problems happen because our IT staff ignored regular maintenance. This means these problems could have been avoided altogether. By contrast, if you were to use a remote tech support provider, your downtime on your network could actually be reduced by 90%.
But how do you know if you have inadequate IT staff? This is the golden question and it’s hard to know if your in-house IT support staff are great at their jobs or not if you don’t know too much about IT.
So, we’ve come up with five main signs to be aware of and if these are happening to you regularly then it might be the time to fire your in-house staff and hire an IT team to help you out remotely.
1. It takes longer than 30 minutes to respond
If you flag a problem with your IT desk and it takes more than half an hour for them to get back to you then this is not a great sign. IT support staff should be able to decrease user frustration quickly and with this comes a sharp response time.
A good IT team should get back to you within 15 minutes when you’re having a problem. If they’re not, perhaps it’s time to evaluate their worth.
ITtelligent have a 5 minute response guarantee
2. Problems take more than two hours to resolve
Once you flag an issue with your in-house IT team, they should take two hours or less to fix the problem. The ability to fix problems within this time frame comes down to support staff having high expertise, meaning they can solve issues efficiently.
If your in-house IT team has technicians who know what they’re doing they should understand your network, how your business works, and common issues that can arise, along with any IT problems. Thanks to this understanding, they are bound to resolve issues faster than technicians who don’t know what they’re doing.
Aside from large problems that have elements to the puzzle that are outside the IT department’s control – such as a virus attack – your in-house IT team should be able to fix any errors within 120 minutes.
Any longer than this might be a sign that it’s time to hire external support staff who have more experience with IT issues.
3. Your in-house staff needs external help
If your IT technicians need to frequently call on another IT business for help, this is both wasting valuable time and costing your business money. A good in-house IT team should be able to solve the majority of issues on their own, without having to call another provider for help.
If you have efficient in-house IT staff, they shouldn’t need to call other vendors – whether this is your accounting software provider or internet provider – to ask them questions. They should know the answers already.
If your in-house IT team seems to be relying on outside vendors, it might be time to look for a different support team.
4. Your in-house staff are never there when you need them
A common sign of an inefficient in-house IT team is one that claims they are overworked and too busy. They will often use this overworked excuse as a reason why they’re unavailable.
Don’t be played for a fool; your in-house IT support stuff shouldn’t take long to set up a new user or close support tickets. They should always be available to help you. Otherwise, their unavailability will cause frustration and also reduce the engagement your employees may have with projects they’re working on.
If you find your IT support team are frequently unavailable, it might be time to shake things up.
5. You're overpaying for your IT service
You want to make sure you're not overpaying for your IT support. Make sure you're paying a reasonable price, which is no more than $55 per user a month for the support services they are providing.
Managed service providers normally cost about $35-$55 a month for online support and this should come with tools for management and ticketing systems.
Calculate how many tickets and issues your helpdesk is resolving each month and divide this up by the amount you are paying your staff. This is a great way to check how much you’re paying with the quality of the support. If you feel it’s too much, it might be a good time to consider other options.
If you have staff who are not pulling their weight, then it might be time to do a staff reshuffle. Even if you may not understand all about IT, these above tips should be enough for you to analyse whether or not they are doing a good job. You cannot afford to waste time and money on bad quality IT support, so change your resources if you are unhappy with them.