Six Signs You Have a Great IT Support Team

Six Signs You Have a Great IT Support Team

Almost every company relies on its tech support to keep things running smoothly, and to leap into action when trouble strikes.

Businesses used to have in-house tech support staff but increasingly, they’re opting to outsource their help as it’s cheaper and doesn’t have to be located in the same time zone. Your company may be based in Europe and your IT support in Birmingham in the UK, for example.

Outsourcing your IT support means you have more choice over who you get; this also carries the responsibility of making the right choice. If you’re looking for reliable, solid tech support, here are six signs you’ve found it.

Your IT support shows respect for your staff, from juniors to executives, even in the face of rudeness

If a tech support seems dismissive, or even laughs at a request, then your staff will lose confidence in them. They won’t want to call them up for fear of being ridiculed or feeling like a nuisance.

Similarly, tech guys often face the rough end of things – they can be shouted at or be insulted when they can’t get things working quite fast enough. The ability to stay calm in the face of frustrated meltdowns and anger is essential in this role – the problem may be easily solved, but it can still cause worry to a less-techy worker.

Your tech support is detail-oriented

It’s important to be detail-oriented if a job is to be done properly. Even when a problem is done and dusted, there should still be a report written and filed so that if something similar happens again, there’s a point of reference. This attention to detail and record-keeping makes for a more informed and secure IT environment.

They have good communication skills

This is very important. For most people, IT-speak is impenetrable and having to try to understand an explanation while under a great deal of pressure really isn’t fun. If the IT team can explain what’s gone wrong and what is needed to fix it in layman’s terms, life is a lot easier – and calmer. Good IT techs are almost like translators and this works both ways – from layman’s terms into technical diagnoses and back again.

Your IT team can admit when they have no idea

No one knows everything about anything. Period. This applies to even the most seasoned IT wizards. Plus, there’s always new viruses on the prowl, new hacks, new shortcuts and so on. If your IT people can say that they have no idea, but they know someone who may be able to help, this is a good sign.

They’re always willing to learn new stuff

One of the things about IT is that it changes and evolves at an ever-increasing rate. The years of schooling and university were just the start – they imparted the thinking skills necessary to operate in an industry that reinvents itself every few years. To stay afloat and productive in that industry, techies need to be constantly learning, either formally or by spending time on forums and talking to colleagues and associates.

They can adapt knowledge – old and new – to new situations and problems

This skill is also important in a rapidly-developing industry. Too many IT technicians get comfortable and leave their critical thinking and problem-solving skills behind. They’re just fine with predictable, commonplace issues but are stumped with anything that’s out of their ordinary. It’s impossible to train or instruct someone for every single possible scenario – that’s what creative and critical thinking, combined with acquired knowledge, is for.