In the last half-decade, what we know as “IT support” has undergone significant transformation on the back of newer technology products deployed by customers and IT service providers alike. It wasn’t that long ago that IT support simply came to the office and fixed problems with computers. Let’s examine the components of that comment.
To begin with, advances in remote monitoring and access tools, combined with faster business internet connections, mean that IT service providers can more readily and rapidly resolve IT support issues remotely rather than coming to site. Likewise, as 4G services have expanded and mobility has become second-nature in businesses of all sizes, the user requiring support is less likely to be at a designated site. Remote support is not just more efficient, it is often the most effective service.
Next, the location of the technology requiring support has evolved. As technology is deployed further back into the production chain, in even the smallest of businesses, IT support is required for more than office computers and servers, but in workshops, sheds, vehicles, kitchens, bars, cellars and worker’s homes. In this light, your IT service provider needs to know more than just computers. Electrical, cabling, construction and workplace safety are now examples of the knowledge set required to properly support business technology infrastructure.
As technology is deployed further back into the production chain, in even the smallest of businesses, IT support is required for more than office computers and servers, but in workshops, sheds, vehicles, kitchens, bars, cellars and worker’s homes
So too, the nature of IT issues has expanded and evolved beyond fixing computer issues. Remote monitoring and maintenance (RMM) tools are, in most cases, able to automate many of the traditional mundane support tasks, provide rich information about the systems they monitor and generally provide easy access. At the same time, many of the systems deployed in your business are either self-managed “cloud” services (think Office 365, Dropbox and so on), or vendor managed systems for which you pay to use. In this later scenario, the role of IT support is not necessarily to “fix” issues, but to help you (and maybe even your system vendors) diagnose problems and deploy solutions.
Lastly, IT support is now far from just dealing with “computer” issues. In fact, traditional computer issues form only a small part of the IT support task. The bring-your-own-device (BYOD) revolution has seen the traditional Windows PC fall drastically as a percentage of the “computers” used in the business, and as we transition to the mobile-first workplace, cloud services consumed via app’s become far more the focus of support tasks. Further, as more business services (eg. phone systems) come to rely on the business network, supporting those systems has now become part of IT support
In this light, just understanding what it is that you need from IT support is not simple. It is a function of ensuring that your service provider understands, and can manage, an increasing proportion of your operational infrastructure.
From as little as $11 a month per workstation (or other device), we’ll monitor your computers, network connections and backups. When we see problems emerging, we’ll let you know, and you can choose what you’d like us to do. For a few dollars more, we’ll add antivirus, anti-malware and content filtering to your computers.
Monitoring, antivirus, anti-malware, Microsoft™ patching and unlimited remote support in business hours empowering any of your staff to contact us when they need. You decide if and when you want us on site.
If you want IT support that is fixed-fee, without all those out-of-agreement charges, we’ll do it. If you want to include 24/7 support, we’ll do that too. In fact, we’ll discuss any inclusions you think you need. Let’s start that conversation.