IT support

7 features your Chicago IT support should include

Your IT support team should meet your needs and provide services designed to help support your business technology. They should also address issues in a timely and supportive manner. Much of it comes down to skill and a reliable system of communication.

Here are 7 features you’ll want to consider when looking for the best Chicago IT support for your business.

Remote support

Remote support services allow your IT support to access your computer or networks from an off-site location using a secure connection. This can save both time and money by not having to send in-person technicians. In most cases, remote IT support can solve issues and answer questions quickly and with a minimum of interruption to your company’s workflow.

Help desk

Whether remote or local, an experienced and qualified Help Desk is essential. Most can be contacted by phone or email within any time framework you require–from business hours to 24/7. Most often, there are three levels of support available.

  • First level support (Level 1) usually logs and records issues and, in most cases, will solve simple issues such as passwords, viruses and malware, and other troubleshooting needs.
  • Second level (Level 2) support hands more complicated issues to more senior technicians for analysis and solving.
  • Third level (Level 3) support will tackle more complex issues. They will collect information gained from previous support level reports, and use the most experienced and specialized technicians. They will work with you until the problems are solved and steps are taken to keep the similar issues from occurring.

Onsite support

When remote support and help desks fall short, having an agreement in place for onsite support is handy to have. Your IT support team will send a qualified engineer to your location to resolve your issues and get your business tech running smoothly. For some businesses, this can even include having dedicated resources available onsite.

Vendor escalation

Sometimes the issues your business may be experiencing with its tech are ones that can only be handled by the original vendor. A strong IT support agreement will include having the IT support service contact and coordinate with the vendor to solve your problems, be it troubleshooting or upgrading. This will release you from the burden of taking time away from your business. Additionally, it will give you confidence that problems will be resolved with a minimum of downtime.

Customer online portal

You want to be able to have some oversight regarding your IT support service. With a customer online portal, clients can log in via the web and track incidents and service requests. Additionally, they can view system status and performance, view billing, and access monthly reports. It’s an excellent way to get an idea as to how well your IT support is working and what parts of your business tech might need more attention.

User management

You’ll also want to have some control over who has access to your IT support account. A user management plan will allow you to add or remove users, manage access, and set file sharing permissions.

Single point of contact

Finally, a good IT support agreement will make sure that you will have a single point of contact when it comes to addressing IT issues. This person will have an intimate understanding of your business and its needs. Furthermonre, they will also have all of the information regarding incidents and solutions in order to be on top of your account every step of the way. They are your “go to” person in IT support.

Good IT support is client-focused

The focus of IT support should be you, the client. Solid communication is key to maintaining that focus. Whether it’s a readily available help desk to a reliable contact person, your IT support team should be able to handle any problems that come along. Find an IT support provider you have confidence in so you can concentrate on growing your business.