Effective IT support can make a major impact in the overall success of any technically driven company. With the overall reliance the modern business has on information technology, computer hardware and digital systems, IT support is becoming even more necessary, at increasing intervals. No matter the level of expertise, almost everyone on your staff is going to need to be directly connected to IT support, to help them stay on top of their game.

Here are several ways to help build an effective IT support team:

Adaptability and Avoiding the Cookie Cutter Script

One of the largest issues clients of larger companies have with IT support is the use of relatively carbon copy scripts. While they can sometimes help support personnel cut to the root of issues, effective IT support requires an attentive ear and keen problem solving abilities. Instead of relying solely on a troubleshooting checklist, create your response around the key issues employees or clients are having. Experience and in-depth knowledge of digital systems and hardware allow good IT support to engage with issues from a personal level that delivers better, more accurate service.

Make Sure They’re Available

While it can sound like a no brainer, the availability of IT support can be another key complaint or an asset. Internally, your support team is going to need to have you covered for at least all hours of operation: giving them real-time response capabilities for any issues that might arise. If you’re providing external support, your availability should meet or exceed the demands of your industry. Supporting local 9-5 businesses may require 8-10 hours of support availability, while consumer facing IT support may require up to 24-hour support, in order to remain effective.

Use Technology to Your Advantage

The IT support professional shouldn’t be afraid to utilize additional technology, to better attend to any troubleshooting issues. Many successful IT support teams implement screen sharing methods that not only solve issues more effectively, it allows the individual having the issue to better understand their system and how it functions. Remote access (provided proper security guidelines are in place) is another method for getting a lot more information in a much shorter period of time. Each of these can save a lot of time for consumers as well as employees, especially in situations where timeliness is key.

Utilize Response Data and Improve

Creating a proper monitoring, feedback and reporting system allows IT support to continually become better at dealing with issues at a quicker pace, increasing output and potentially decreasing budget. Whether you’re giving UI support or debugging in the back-end, having guidelines for collecting and implementing feedback is a major factor in creating and sustaining effective IT support. Internally, this creates a better relationship between employees and support, while perpetually saving time and money. Externally, this can be a large factor in client retention, word-of-mouth leads and overall brand affinity.

For information on how Make provides tailored IT support, please see our IT support page and request a call with one of our experienced service personnel.