Tag Archives: #ManagedServices

Getting The Most Out Of A Managed Service Provider (MSP)

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WE MAKE IT EASY! on laptop screen, Managed Service Provider (MSP) concept

A managed service company makes navigating the IT world effortless and painless

We know that managing your IT is not an easy task to accomplish. There are many challenges that come with the territory of being part of the IT industry, including the training difficulties and the expense of continuously educating your employees to ensure they stay ahead of the competition. It does not matter if you are completely outsourcing your IT tasks or if you have a different type of workforce, an MSP(Managed Service Provider) can come in to save the day because it can reduce the amount of time and money you spend on these services.

In order for you to get the most out of your Managed Service Provider(MSP), we encourage you to do the following:

Communicate, Communicate, Communicate

We cannot stress the importance of communication enough. You should make sure you follow up with your managed services provider at all times. Your Managed Service Provider is available to give you the things you need when you need them. Do not hesitate to communicate your needs, your goals, and your ideas so they can understand them, execute them, and eventually implement those things into your business. A Managed Service Provider(MSP) does not have to be another outside source that you use to improve your business. Take advantage of the ability to communicate to use your skills and the skills of your MSP to improve your business and take it to greater heights.

Re-Analyze Regularly

It is also important that you make time to meet with your Managed Service Provider on a consistent basis. Having meetings with your MSP will give you the opportunity to review the current and future state of your business’s IT operations. When you are able to know where your IT operations currently stand, you will be able to prevent any small issues from turning into major issues. During these meetings, you will also be able to determine your overall efficiency. You will be able to address questions about ticket status, resolution time, and more. Your Managed Service Provider should not hesitate to work with you to make changes and improvements to your operations when they are needed.

Do Not Hesitate To Receive Help

A Managed Service Provider can provide more help than some businesses may realize. A Managed Service Provider has the ability to provide different advice and strategies that will be more valuable than you may realize.  The advice that an MSP can provide you with include information about how to properly evaluate your technology and your networks and how to create solutions that can answer current and future IT problems. Managed Service Providers can also create a Backup and Disaster Recovery plan that will be vital to your business. You can communicate your needs to the MSP so they will know what features and services you need to be included in your Backup and Disaster Recovery Plan.

Are you currently getting everything you need from your current Managed Services Provider? Are you being offered a variety of features and services that you can choose from to fit your business’s needs? If you have not been given an assessment of your IT network and you do not know the current state of your IT infrastructure, now is the time to find an MSP that will give you the insight you need into your networks.

If you are ready to get more out of your current resources and improve the current state of your business, please do not hesitate to contact us today for more information on the services we can provide. We are ready to provide you with the high-quality support you need for your business.

6 Ways You Can Improve Your Company’s IT Help Desk

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Young male customer support executive working IT help desk

Is the level of service from your support desk not up to company standards?

We understand how frustrating it is to manage an IT help desk, especially since customers typically only try to contact a company when they are angry, frustrated, or have lots of questions. Although patience and stellar customer service skills are a great foundation, there are many ways you can improve your company’s help desk support team. Below are six different strategies that can make your customers smile and make your department run more efficiently.

Tip #1: Give Your Customers The Right Materials So They Can Help Themselves

Do customers often call in or email your help desk with the same questions about a specific product or service? If you notice there is a pattern about what they are confused about, rewrite the instructions so that it is more clear. Make a list of the most commonly asked questions and upload it to your company’s website. You can also create a forum where customers can post questions and share information with each other. The easier you make it for customers to help themselves, the happier they will be.

Tip #2: Use Gamification to Motivate the Help Desk Support Team

How can implement gamification in the customer service department? Perhaps you can track how many compliments agents receive or their average hold time. Regardless of the metrics you use, gamification can motivate employees to do their best job every day and not be complacent. You can also find ways to reward employees that consistently perform well by celebrating their success and hard work.

Tip #3: Encourage Employees to Ditch The Script and Be Genuine

Your customers are smart. They know when someone is reading a script or saying something they have memorized. One way you can improve your help desk support team is to encourage them to be genuine with customers. Most of them will appreciate the effort.

Tip #4: Take The Time To Know Your Customers

Use software that will allow you to keep track of your customer’s questions or issues. When someone calls in or sends an email, it should be easy for a help desk agent to see if they have contacted the company before and why. They will be able to resolve issues faster and be more personable when they can view the previous tickets and notes written by other help desk agents.

Tip #5: Cultivate An Atmosphere Where Agents Can Collaborate

Another tactic you can use to make your IT help desk better is to create a collaborative atmosphere. When your company encourages teamwork and has a positive and supporting culture, it will make it easier for agents to focus on the customer first instead of their own ego. For example, if an agent doesn’t know how to resolve an issue they can easily ask their coworkers for help without fear of retribution in a collaborative work environment.

Tip #6: Create Customer Service Surveys So You Can See What Your Company Should Work On

Lastly, we recommend that you create and administer customer satisfaction surveys at least once a year to get feedback from your customers. Is there anything they recommend you work on or improve? Closely examine the results and look for patterns. A simple survey with a sliding scale can give you insight into what you can do to make the buying experience better for your customers. You can also place questions on the survey that ask questions about the customer service agent’s attitude, responsiveness, knowledge, and problem-solving ability.

For more information about our help desk support services, please call us at (888) 676-1228 or contact us online today. At SystemsNet, we can take care of monitoring and managing your existing systems so you can focus on your business.