IT Support Making You Wait?

There’s nothing more frustrating than trying to get in touch with the person handling your IT, and not being able to. Whether they leave the phone ringing or refuse to respond to emails and tickets, it’s simply unacceptable that those in charge of your technology can’t be reached for support.

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More and more often we hear from potential and new clients that they just want to work with IT support in Chicago that will come when they call. In dealing with those that don’t, they keep encountering the same problems – usually, that no one can get their work done until the technician shows up.

But when will that be?

After you’ve placed a call to your IT support, it’s just a matter of time before the problem gets fixed – but do you even know how long you’re expected to wait?

Depending on when you place the call, they may not even show up the same day. And if the problem is serious enough to cause downtime for even a couple of employees, that’s a lot of wasted time and a lot of wasted wages.

What Should You Look For In IT Support In Chicago?

  • Your IT Support Should Offer Quick Response Times: Either they offer a guaranteed response time as detailed in a contract, or they should at least be able to provide some form of data to show how quickly they handle real-life examples of support calls. Bonus if they have testimonials or case studies that show how they respond to their client’s needs, and what the results were.
  • Your IT Support Should Have A Well Organized Support System: You should make sure you know how they receive, track, and follow-through on support requests. Do they have an online ticket system? A support email address? A 24/7 Help Desk, via chat or phone? Get specific so that you can actually envision what you would go through to file a support request.
  • Your IT Support Should Be Well Managed: When determining the quality of service, the big question is whether they are “hourly” or “managed”? Hourly IT support is the traditional style of outsourced IT support in Chicago, which works by fixing your computers once they’re broken. In a nutshell, when something goes wrong — data loss, hardware failure, virus, etc. — you then get in touch with your IT support company and have them fix it. The break-fix strategy no longer works for businesses today.

    Managed Services is the modern model for IT support, offering a range of vital solutions to your business all for one monthly rate. With fully managed support, you know that you are supported and protected 24/7. From active monitoring and patch management to responsive on-site and Help Desk support services, fully managed support takes care of everything you need.

Infiniwiz Delivers Responsive IT Support In Chicago

All of this is to say that when you evaluate a given IT support company, there’s a lot to consider. Many of these key aspects (service consistency, service level agreements, support call wait times and windows, etc.) need to be determined from the start.

This is why the Infiniwiz team is proud to deliver fast, effective and responsive IT support in Chicago. But don’t take our word for it…

“That was one of the things to get adjusted to, when we switched vendors to Infiniwiz,” says Alex Renko, Senior Vice President, Blackjack Express. “I would say overall, it’s been a significant improvement. The response has been generally excellent, and we’ve never had unsuccessful response time.”

Like this article? Check out the following blogs to learn more:

Do Managed IT Services Cost More Than The Break/Fix Model?

Outsourcing IT Makes Sense for Small Businesses: 7 Reasons

Are You Prepared? Your 9 Step Local Business Disaster Recovery Plan