IT support services are one of the popularly requested IT services. Initially, companies handled IT support needs, with the help of their in-house team. However, with rapid expansion and business demands, internal teams could no longer serve the organization’s IT support needs. Increasing the headcount of the in-house IT team was not enough to handle the growing number of IT support issues. On the other hand, there were budgetary constraints to recruit additional headcount. There has been an increase in IT support issues that required immediate attention. This leads to a sudden increase in the demand for IT business it support services services. Companies generally expect the service provider to enhance the capabilities of the IT support center. Organizations with a significant presence across the globe will expect the service provider to help them set up a global delivery center or improve their existing one. In the former case, it is better to look for a vendor that transacts business in the same area as the company. In the latter case, it is important to select a player with a global presence.
There are several important factors that should be considered before selecting a service provider.
Some of them have the expertise to provide track-record, break-fix support. Another important aspect is the ability to provide out of hours support. Many organizations today provide services 24/7 , regardless of their core business (IT or non-IT). Therefore, they prefer to work with vendors that provide round-the-clock service. The service delivery process is also an important aspect. It is also important to assess the capability of the company in terms of providing the services of an IT Support Center or a Global Delivery Centre, (depending on the need). Companies can not only improve the quality of their services, but achieve unprecedented cost savings and improve customer-satisfaction levels. Cost cutting has become inevitable in a post-recession scenario. Therefore, companies have preferred IT support services due to their potential to reduce costs. However, over a period of time they were able to realize more value-add. Thus, the popularity of the service has increased. Now, it has become a mainstream IT service. There are a lot of expectations and so service providers are constantly introducing new offerings and improving existing levels of service.
Vendors are also making many internal process improvements to better serve companies.
Therefore, it is also a good idea to evaluate vendors that are constantly improving their service-levels. This way they will be able to exceed companies’ expectations. The right approach to engagement can influence the success or failure of the service. For example, many organizations still prefer the traditional outsourcing model. However, this has proven unreliable, in the present context. One option is the co-sourcing mode of engagement. In this model, the supplier’s resources will operate on the company’s premises while leveraging their services. This ensures business control and helps internal IT team members perform better.
Online computer support services: Myths and truths
Almost every household using a computer, printer, router, gaming console etc. and every person via smartphone or tablet connecting to Wi-Fi or network to internet, email, games, download, shop, pay, create/share documents to do or miscellaneous work. Every year, the number of smartphones, tablets, computers and other peripherals is increasing by leaps and bounds. Companies are working hard to meet growing demand and at the same time delight customers with new designs, improved capabilities, higher productivity, reliability, and affordability for their peripherals.
With the advent of a bevy of apps and software programs,
Their usage has also more than doubled. With so many gadgets, peripherals and software applications around, the amount of technical problems has also quadrupled. We all know very well that computers and problems go hand in hand. In fact, the problem can be second named after the computer. Several computer repair companies have come up in the recent past to cater to the growing needs of technical it companies’ services and to understand the increasing demand for smart gadgets, the use of computers and other peripherals, and the inherent problems with their use. Previously there were only local computer repair shops that offered computer support services in a from-to format at higher prices. Affordability was not an option at the time. However, with the advent of online technical support services, local repair shops took a backseat.
