On Being Reactive

Michael Anderson IT Best Practices

As a technology support provider, we talk often about being proactive in our approach to managing networks. In the past, we’ve talked about the importance of early detection;the value of strategic technology planning, and preparing for possible disasters . There’s no question – preventing problems before they happen is the best approach, wherever possible.

While this is all true and good, the reality of technology support is this: a large percentage is, and will continue to be reactive. There are simply too many variables involved to predict and prevent every problem (and computer users tend to be the biggest variable of all).

So with that said, and appreciating the value of proactive network management, your experience with your IT services provider will be largely influenced by their ability to deliver timely response and resolution to unforeseen requirements/issues.

What makes a company good at reactive support? Here are 3 things to look for:

1. They’re reachable

With all the technology and tools that we have, our most important is one invented in 1876 – the telephone. Technology problems can be frustrating – and nothing makes that frustration worse than not being able to reach someone who can help. It’s why our Help Desk phone number doesn’t have a voicemail box. You will always speak with a person – 24/7/365. If you’re not a phone person, tickets can also be submitted by Email and through our 365 Desktop Agent.

2. They have a service request process

Service requests should be numbered, following a transparent process. You should know the status of your request, and have an easy method for requesting updates or communicating additional information.

3. They provide an opportunity for immediate feedback

A service request isn’t completed until the user confirms that the issue is resolved to their satisfaction. Good support companies look for feedback to ensure this happens.

Great technology support requires a combination of proactive measures and reactive responsiveness. At the end of the day, this is a people business. When unexpected issues arise, make sure you have atechnology support partner that can answer the call.