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One of the most important things in any service relationship is accurate, thoughtful, honest, and timely communication. In the IT world, we work with machines that don’t always cooperate. Sometimes, things can take longer to fix than expected or we realize they aren’t immediately fixable and need replacement of hardware. For your business to succeed, it's important to have an IT service provider that will keep you informed throughout the entire life of an issue until it is resolved.
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Proactive IT Support
Aside from clear and consistent communication, you need an IT service provider that is proactive and always looking for ways to make your organization stronger and more secure. They should empower your end users by enhancing their understanding of the technologies that are essential to their roles. Every interaction with an IT technician can be an opportunity to leave your team more knowledgeable, creating a more informed and capable workforce.
This can be a delicate balance, as customers sometimes just “want to get back to work.” That’s why having IT service providers who are mindful of this and can communicate at the customer’s level of technical understanding is incredibly valuable. While the goal is to educate when and where it is needed, it's important for the IT service provider you are working with to focus on keeping your team working as simply and effectively as possible. In our experience as an IT service provider, we've found that some customers don’t want or need a technical explanation, for them, our role is to keep them moving forward. This requires IT technicians that are aware of their customers' needs and technical aptitude.
IT Support Beyond Ticket Resolution
As an organization, you need an IT service provider that is focused on your business’s success and not just on completing support tickets. While it is important to complete support tickets quickly, your IT service provider needs to do more than that. Yes, completing tickets is important, but it's equally important to have an IT team that goes beyond simply addressing individual ticket requests—they should serve the broader needs and goals of your organization.
An effective IT service provider should be proactive. They should be aware of common IT problems your business faces and should continually work to eliminate these common issues, finding permanent fixes or new solutions that will eliminate repeat requests. To truly understand and address your business' common IT challenges they need to be an integral part of your business rather than operating as an external vendor. This entails having the IT service provider connected with all stakeholders within the business fostering consistent communication through meetings and feedback so that they can continue to help push your business forward.
iuvo: Your Partner in Cutting-Edge IT Solutions
At iuvo, we are well-versed in many industries and have subject matter experts for most existing technologies. We are continually updating our knowledge in all IT advancements, so we are ready to provide the best support for your business. Let us help you stay ahead—contact us today to learn how we can empower your organization with cutting-edge IT solutions.
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