Let’s take the VIP and personable approach to the same Monday morning docking station situation. That telephone number you ring goes through to an employee of your company, Charlie, he gets into the office at the same time as you, you smile on the train at each other occasionally, you know Charlie, would recognise him down the pub after work on a Thursday, he’s at the company events, this gives you hope and comfort, instills confidence in your IT department. Charlie comes over in 10 minutes, he even brings his cup of tea and he has a replacement dock in his hand already. Charlie runs the same checks you did, but you’re having a quick chat about what happened over the weekend, you’re at ease, Monday is getting back on track quickly. Charlie replaces the dock and pops your laptop back on with a smile, docks your laptop turns it on, it’s at the login screen and you logon, Charlie’s work is done and he gets back to his desk. “How was your experience with IT this morning?”.
IT support is one of the most key, integral and important departments in a company. Yet computers are attributable to dissatisfaction in the work place… Let’s give your employees the best start in their job and the execution of their duties with some friendly, onsite IT support, can you afford not too?
I’ve been involved with IT support for the last 10 years and in VIP support and what I call highly personable support for SMEs for the past 5 years. For me, the key to a successful IT service is sometimes just to have a cup of tea with the end users of your system and understand their pains and pitfalls, get to know how they utilise the IT system and how we, as a department feeding into the company can make their processes easier. With outsourced IT support, this is rarely possible, it’s so key and important in these highly technological times to bring a friendly face back to IT support, after all, a computer replacement with a cup of tea and a quick chat about the weekend is probably what you’re end users are looking for!