Today we work in a global economy and the business world doesn’t have time for technical issues. Our 9 to 5 is someone else’s 8 to 4 and we’re all used to getting what we want at a moment’s notice. So when something goes wrong, we want it fixed right way. That’s why 24/7 IT support has never been more in demand. But finding the right solution for your business takes time and planning.
DETERMINING THE KIND OF SUPPORT YOU’LL NEED
Before we get into the nuts and bolts of adding a 24/7 support arm to your existing IT department, you’ll want to sit down with your team and think about the kind of support you’ll need — all day, every day.
At the most basic level, you’ll probably want to include remote monitoring and management (RMM). This service protects your business by proactively monitoring your business technologies and alerting the customer issues before they become impactful to your business.
However, if your company needs to have someone on-call to troubleshoot issues on the fly, you’ll also want to include some form of IT help desk services. This is especially important for global companies, or other companies that are technology-focused.
ADDING THE NIGHT SHIFT
Once you’ve decided on the kind of services you want, you’ll need to decide if you can support this effort in-house. RMM can be provided by installing various software and updates manually, but you’ll still need an IT manager to help you plan for other tasks like backup management and disaster recovery planning — and to be on call should issues arise. However, adding 24/7 help desk services could be more of a challenge. To get started, you’ll need:
Help Desk Software – This will help your IT department manage, prioritize and track issues, efficiently and effectively. You’ll also want to choose software that’s suited to your needs. For instance, will the software be used for internal support, customer support or both?
Help Desk Staff – Chances are you’ll need to hire additional staff or fill in the gaps with IT people from other offices (if you have them).
A Well-Defined Process – The process of submitting and processing incidences and requests will need to be supported by the software you choose, and you’ll need to train your company on how to use it.
OUTSOURCING THE AFTER HOURS
There can be a lot of planning and overhead involved with implementing your own, 24/7 IT support solution. That’s why many companies, especially small businesses, have decided to outsource these services to IT companies like UDT. Outsourcing has many advantages:
Customized solutions – IT professionals help you choose from the best software and services available and advise you every step of the way
No need to hire new staff – You’ll have 24/7 access to a team of professionals from various IT backgrounds and specialties.
Training? No problem. – Most IT companies will take the time to provide onsite training. All you have to do is ask.
Ready to go 24x7x365? UDT is here to help you every step of the way. Contact us to get personalized support for all of your technology needs.