Reasons Your IT Support Is Failing

1. You aren’t receiving any ‘extra’s’ from your IT Support—

If you’ve found yourself avoiding calling your IT vendor for ‘minor’ issues because they nickel and dime you to death, it’s unlikely that you’re getting of the ‘extra’s’ you deserve.

For instance, is your IT vendor failing to help you decide what smartphone will best suit your needs? Is the IT crew failing to provide insight into what new laptop, PC, tablet, or new software your employees should be purchasing for home, travelling, or even private use? When Charles from the sales department had his laptop stolen, did your IT team jump up to help monitor and recover the stolen computer? These types of IT consulting services are an extra that Seattle IT Support feels should be a part of your IT support.

2. Your IT vendor doesn’t support what you need supported—

Who defines what is supported and what is not? Is your IT service team deciding this? And what is the basis for their decisions? Have you found that your IT team defines this by what is easy for them to support rather than what the business actually needs? When you ask your IT employees for something and they respond by telling you that it can’t be done, this should raise a red flag. While there are some requests that actually cannot be fulfilled, if this is a recurring theme, something isn’t right.

In fact, do you feel like any of your requests are treated as urgent or important or ‘supportable’ by your team?

3. Your IT crew doesn’t have the appropriate documentation—

At any point in time, you should be able to ask your IT team for full technology documentation. There should be regularly documented aspects of all key business systems, an inventory of all your current and backup computers and servers and a simple report of their current status. You should also be receiving regular reports on hard drive space, growth of your servers, and reports that show helpdesk activity of who amongst your employees has been making requests and why. Additionally, you should expect to have regularly scheduled meetings with your IT Manager to discuss problems, goals, and how to improve your business.

4. Your IT team fails to take proper preventive steps—

You should have everything backed up on your servers (and we do mean everything, not just select files). Your data should have at least three backup methods. Your critical servers and systems should be monitored 24/7/365, and while you’re checking that, you should also inquire as to whether or not your failover and redundant systems are being consistently tested to ensure they are in full working order. For that matter, is all your equipment up to date with the manufacturer warranty? Do they back up your systems for you on a consistent basis offsite as well?

5. Your IT crew isn’t protecting your systems from viruses—

There are indications that your IT crew is dropping the ball when it comes to virus protection; your users get a lot of spyware infections; your IT vendor refuses to manage your anti-virus installs and updates; you get an inordinate amount of spam email; only some of your computers are updated with weekly MS updates; your complaints about spam and viruses go unrequited. It’s definitely time for a change.

6. Your IT Support is only available during work hours—

Is your IT support ditching you on holidays and weekends? The reality is that systems crash and problems occur anytime—especially, it seems, during busy holiday weekends. If your IT support team is MIA as soon as your 5 o’clock employees start punching out, it’s time to tell them to hit the road. These days, technology demands 24/7 availability.

7. Your IT team is slow to recover from a disaster—

The worst has happened—your entire system failed. Does your IT team know how long it will take to fix the problem and get you back up and running? Is your business down for days before a fix is made? Any downtime is disaster for a high-functioning business. If you find that you’re having systems fails and inordinate amounts of downtime, it’s time to give your IT team the boot.

We could go on—there are many warning signs of poor IT support. What it really boils down to is how you answer the following questions: Are your business needs being met by friendly, helpful, and timely IT employees? Do you find that your IT support actually enhances your business, rather than simply keeping it afloat?

We want you to be able to answer ‘yes’ to those questions. That’s our goal—the whole reason we started this company in the first place. Give us a chance to provide you with the IT services that you need. You deserve it.