This week, TechQuarters TV have released 3 NEW videos as part of our series on IT Support Best Practice. This week’s topics ranged from the Helpdesk and Fix Times to helping users understand what to look for when employing the services of an outsourced IT Support company. Here’s a quick summary of some of the topics discussed:
Episode 4 – The Helpdesk
Episode 4 of our IT Support goes into detail about the responsibilities of the Support Helpdesk. Engineers need to respond to the issue straight away instead of call logging. It’s important that business feel secure with their outsourced IT Support; have trust in the support provided.
Episode 5 – Field Support
Episode 5 of our IT Support series covers Field Support. A Field Support Engineer has the responsibility to resolve high priority issues; requiring onsite attendance. The Key topic discussed in this video is the continuity of engineers onsite, skill levels of engineers and becoming accustomed to your IT Support Engineer.
Episode 6 – Fix Time
Episode 6 of our IT Support series covers Fix Times. This video provides an overview of TechQuarters average statistics; We fix 50-60% of all calls within 30 minutes, we then fix 70% within 4 hours and 80% within 24 hours! The quicker the fix rates, the better. Businesses with high customer demands need to ensure they have very little, if any, down time.