If there’s one certainty in IT, it’s that things are uncertain. Computers crash, software doesn’t work as it should, and problems occur. Of course, not every support issue can be called a catastrophe and not every issue is urgent…but how your IT Help Desk responds can be the difference between a minor hiccup and a full-blown business interruption.
To avoid problems, here are three reasons why 24x7 support should never be optional.
People may stop working on nights and weekends – maybe. But systems don’t. Your help desk should be teamed with 24/7 remote monitoring catching little problems before they become big ones – in many cases before you’re even aware there’s an issue.
With 24x7 monitoring, there’s a good chance that your help desk will already be aware of the problem you’re experiencing and are actively working to resolve it.
24x7 Help Desk – for Urgent Issues.
This may seem like a costly luxury, but its not. The team providing 24x7 monitoring can also provide 24x7 support in much the same way that grocery stores can stay open all night since employees are already there stocking shelves.
Of course, your team may not always be working nights and weekends, but when they are, its probably for an important reason. The last thing they need is to be blocked because they can’t get support.
24 x 7 Help Desk – for Non-Urgent Issues.
This is a subtler, but equally important benefit. When your staff has non-urgent computer issues, 24x7 means the Help Desk team can address them after hours, so your people aren’t impacted during their business hours. Its like getting your car picked up when you get home from work and fixed overnight – no downtime.
We call it “Support on your terms” where urgent items are addressed immediately and non-urgent items are addresses when its most convenient for you - and it’s a big productivity boost.
All three of these business considerations highlight why 24x7 Help Desk Support is not a luxury, but rather a requirement. A requirement that should avoid hassles, and keep your team happy and productive.
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