Businesses need to hire a high-quality managed IT service provider. However, some IT providers try to make their clients pay for answering basic questions. That’s not the sign of a high-quality IT service provider.
The right provider will be more than happy to provide you with fast solutions for simple problems, and they will be happy to do this for free!
We’ve put together some information about what a managed IT service provider is and three simple questions that a high-quality managed IT service provider should answer for free.
What is a Managed IT Service Provider?
A managed IT service provider is a business that offers technical assistance to companies (or individuals) for hardware and software support. Their services usually focus on helping their client troubleshoot a specific problem.
The tech support agent may require access to the user’s network or device. That means the network must be protected by sufficient security controls, including privileged access controls, password management, remote access security, session management, and more. These enable tech support to easily and securely help their client without causing security issues.
IT support comes in different forms and levels, depending on what the client requires. Some businesses outsource their tech support to an IT service provider. In that case, the provider takes care of all (or most) of the company’s technical support requirements. This may take different forms, including:
- Break-fix support (the IT provider remotely fixes issues with computers or the network)
- Proactive support (the IT provider’s team monitors the company’s hardware and software to ensure the network is up most of the time)
- Fully managed support (the IT service provider takes care of all IT and maintenance needs)
Types of IT Support Services by Level
IT support can be customised to fit the particular needs of a business. Their support may include the following:
Level 0 – Self Help
Users can find support information on their own, though they may need minimal IT assistance. This usually involves searching online, finding information on websites, technical manuals, and more.
Level 1 – Help Desk / Service Desk
This service involves direct tech support from the IT service provider. These involve Help Desk operators, IT Call Desk support, and more. Clients work with tech via the phone or the web (maybe through online chat).
Level 2 – Technical Support
Level two technical IT support offers more in-depth services, specialised knowledge, and experience with products and services that match the client’s issue. These may be second-line support engineers, customer support technicians, and more. The issues dealt with at this level require more technical knowledge and expertise.
Level 3 – Expert Product & Service Support
At this level, the IT service provider is offering a higher-level resource for the client’s issues. These support techs are highly skilled product and service specialists. These techs may try to duplicate the problem to find the root cause and fix it. When the fix is done, it will be documented for future use by Level 1 and 2 customer support techs.
Level 4 – Outside Support
Level 4 IT support involves preferred vendors and business partners who are contracted from outside the organisation to offer support for items not directly serviced by the IT service provider. This may include issues such as printer support, vendor software support, and more.
Three Easy Fixes for Free
Now you have a better understanding of how IT support works; we can move on to some easy fixes that a high-quality provider should offer you for free.
1. Get Virus Protection & Use It
Viruses and other cyber threats are major issues when you’re online. They are a huge threat to organisations of all sizes. So, it’s essential to ensure your company is protected from these threats and attacks. The best way to protect your company is by investing in a high-quality antivirus package.
It’s important to ensure that the antivirus is one that’s intended for SMEs. The reason for this is that the virus protection geared toward individuals may not be licensed for corporate use. It may also lack essential features that a business needs to stay safe.
Once you have the package installed and running, use it! Scan for problems on a regular basis. It’s also a good idea to become familiar with the scan options and use the scheduler to minimise work disruptions.
2. Slow Computer? Speed It Up Without Paying
Over time, PCs can begin to grow sluggish and slow. That’s a pain, and you may think it’s time to upgrade your device’s hardware. However, in many cases, you can give your current computer a boost without spending money! Here are some fixes that you can try for free:
Use Disk Cleanup: Windows has a built-in cleanup utility that helps you get rid of files that are no longer needed.
Disable startup programs: review what’s loading when your computer starts. Sometimes there are programs on the list you never use. If so, they’re using up precious resources. You can remove these items from the startup menu to speed up your computer.
Delete cookies: cookies store small amounts of data on the computer about websites you’ve visited. Over time, the number of cookies grows and takes up space in the device’s memory. This may cause your computer to slow down quite a bit. Use the browser’s cookie manager to delete them. You’ll probably notice your computer is faster after this.
Clear the cache: cached files, like cookies, can build up on the device and use up a lot of resources. They can even start to slow down your hard drive. You can solve this problem by deleting the cache; you’ll probably notice your machine is a bit faster after this.
3. Try Turning It Off & On Again
This may seem like a silly fix, but it can work to speed up your computer. Keep in mind that this process can take time. The computer must be turned off and then restarted. However, this is a good fix if simpler fixes didn’t work. You might use this, for instance, if the computer freezes and nothing you do gets it to work again. Turning it off and on again may work—it’s one of the simplest things you can try to fix the issue.
Summing It Up
High-quality IT service providers should offer you free advice like the three examples above. These are simple fixes that don’t require in-depth knowledge or expertise. And it only takes them a couple of minutes to explain the problem. When you’re paying for their services, they should offer some quick advice for free!