Remember the movie Ghostbusters? If you don’t then you were probably living in a cave in 1984. While it’s been 23 years since the movie sparked the catchphrase “Who you gonna call? You can still bet that anybody within earshot will sheepishly reply “Ghostbusters.”
What about technology issues?
The Ghostbusters are the clear choice for paranormal extermination, but what about IT support? I recently posed the question to a friend of mine at a mid size professional services firm. Her answer surprised me... Find out why:
“I guess we call the help desk”, was her answer. “I call the help desk, but generally they’re really slow and unresponsive; essentially I call them and they never call me back.”
Maybe it’s my naïve nature to believe that most established professional services organizations have top-notch IT support immediately available, but sadly this is not the case. Small and medium businesses are more reliant than ever on technology, in turn requiring more attention to management and support. You would be surprised as to how many of these businesses do not know the best place to turn for proper support. In today's technological world, the name of your IT supporter should roll off your tongue as naturally as "Ghostbusters". Although IT support comes in all shapes and sizes, here are some of the ways small businesses are attending to their IT support needs. Do any of these sound familiar?
The Accidental Techie
The one person in the organization who knows just a little bit more about technology than everybody else. Their claim to fame is that one day they fixed the printer and now they are the "go to technology resource". The trouble with accidental techies is that they actually have an entirely different job function to perform and generally receive no formal technology training. While the concept of the “accidental techie” seems like a good idea initially, it’s a disaster in the making. Joe the accountant is probably responsible for enough without the additional burden of supporting his entire company’s network. Accidental techies are often found in small organizations and non-profits with limited budgets. They simply don't have the resources to suitably service all your company's technological needs.
“Who you gonna call” – Joe the accountant.
The Hourly IT Consultant
Please allow me to introduce the Hourly IT Consultant. Similar to the cable guy, plumber, electrician, and anybody else who keeps you waiting for hours, he ultimately leaves you with a big bill and no idea if your problem has truly been resolved. Hourly IT consultants focus on fulfilling your basic needs, which at the time might be anything from “My network is down, come fix it” to “Please remove this virus.” People tend to call for hourly IT help because technicians are readily available and offer quick and easy solutions. Take caution- Keep in mind that as long as you are in a spot of difficulty, these guys still have a job. Hourly IT Consultants may take their sweet time to fix your issue, and then proceed to bill you for it.
“Who you gonna call” – That guy who comes out to the office, fixes things and possibly exits with your company’s weekly revenue in his back pocket.
The In-House Person or Help Desk
Classic Scenario: Something is wrong with your computer and you are told to call the help desk. The following questions may be running through your head: Who is the help desk? What exactly do they do? Are they going to solve my issue or waste my time, ultimately pawning my matter off onto someone else? Most companies are drawn towards employing in-house help so that someone is readily available if unexpected issues arise. They fail to realize not only how costly this is, but also that it's virtually impossible to match your company's technological needs to the skills and expertise of one individual. While the concept of a help desk might be ideal in theory, they can end up causing more problems and confusion than they settle.
“Who you gonna call” – Ummm the Help Desk...I guess...
With the numerous types of IT support options available for small businesses, its hard to know which one will ultimately be the best fit for your company. Ask yourself which option best aligns with your company's requirements concerning the following: technological strategy, corporate budget, short and long term aspirations, and overall goals. Unsure how to properly evaluate your company's needs to answer these questions? Everon has helped hundreds of small businesses find the proper solution to their IT service needs. Allow us to help you change the way your company views technology by calling 1-888-244-1748 for more information.
Ask the people in your organization- “Who you gonna call?”
