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Forum - What are your IT Support experiences?

What are your IT Support experiences?

Tue, 18/08/2009 - 22:24 — patrickn

I am just about to start an IT support company and would be interested in hearing the views/experiences of other new and small companies. What experiences have you valued from your IT support and what do you expect from it? Any bad experiences?

I would also like to offer a 'special package' for new startups. As a new business what would you value most from your IT support; low cost, rapid response or something else?

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paula's picture

I think clear and honest communication is critical. If you use technical jargon constantly people may assume you either don't understand the subject well enough to explain it properly or that you are making excuses for a mistake. Being honest when things go wrong or when you don't know the answer allows your customers to trust you. I expect an IT support company to keep me informed about an issue I raise and give me a realistic timescale for it to be resolved. It doesn't have to be straight away if it's not urgent, but I want to know that it will be dealt with.

Tue, 25/08/2009 - 13:52 — paula (not verified)
lisaw's picture

Cost is always going to be important but reliability, trust and communication are vital.

Tue, 25/08/2009 - 11:42 — lisaw
Kate Horstead's picture

If you phone up your IT support services with a query, they should arrange a time to fix the problem when it is going to be the least disruptive to you, and if they don't know the answer immediately they shouldn't leave you hanging around at the other end of the phone while they 'um' and 'ah' about it. They should give you a realistic time-frame within which they will solve the problem and keep you updated on how they plan to handle it, without going into technical jargon that you can't understand.

Tue, 25/08/2009 - 11:36 — Kate Horstead
annak's picture

I agree with cyberdoyle - rapid response is important. I also think good communication is vital. If your computer isn't working or a problem with your IT system is preventing you from getting on with your work it's important that whoever's fixing it is keeping you updated on when the problems will be resolved.

Tue, 25/08/2009 - 11:25 — annak
cyberdoyle's picture

I would value rapid response more than anything. Live chat? I always try to use companies that provide that.

Tue, 25/08/2009 - 09:10 — cyberdoyle
patrickn's picture

Thanks for the replies folks. Looks like the things we look for in an IT company are pretty much the same type of things that we look for in any company. Someone straight talking and honest.

Mon, 14/09/2009 - 23:25 — patrickn
4little1s's picture

Hi there, In no particular order - Price, experience, ability to speak in non techno babble, able to connect remotely to the PC / server and fix, fixed charges for call out / no fix no fee.

Fri, 18/09/2009 - 19:37 — 4little1s

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