Dallas Desktop Support
Alexander Muse , February 27, 2006
Here in Dallas many company claim they provide outsourced IT support for clients. Many of them provide website support, managed hosting, application support, and networking monitoring. When we talk about outsourced IT support at Architel what we are really talking about is desktop support.
Doing desktop support right is certainly not a science, it is more of an art - an imperfect art. Think about how hard it is to please people that are already not happy. Make one false move, say or write the wrong thing and you can set off an already annoyed end user into a raging fury. Think I am exaggerating? Think again (we have the recorded phone calls to prove it).
How do we do it? Very carefully. First, we give each end user a trouble ticket icon - with it they can submit problems and receive attention within 30 minutes. Second, we give them an emergency escape value in form of six phone numbers (the office, cell and home numbers of the top three managers). Next, we give them visibility into the process by allowing them to view the notations made on each trouble ticke they enter. Finally, we record each support call for future reference.
So next time you hear some say they offer outsourced IT services ask them if they will come onsite and fix your PC.
