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IT Support: Expectations Vs Reality

There are many assumptions about the world of IT and tech support that customers, clients, and business partners make, but many of those expectations we have about what IT support does and can do for us and our business are not entirely valid.


At Texaport, we understand the importance of quality support services to aid in the continued functioning of businesses, and without these services, many would run into catastrophic problems. We’ve listed a number of common expectations that people have of IT support and what the reality of these expectations is.


First Contact Resolution Is The Norm

If you know anything about customer services, you’ll have probably heard about first contact resolution. This is simply that experts in these support roles, whether it’s IT, tech, or any other customer-focused assistance, will be able to rectify your problem during the first call or interaction with you.


While this is ideal, and it does happen, there are many more cases that require a lot of careful consideration and back and forth. IT support companies provide so many important services to businesses across many different sectors. Still, it’s important to be reasonable when searching for a fix, as your problem could be a rarity, and the support team may be just as confused by the issue as you. Patience and cooperation will help to get the problem fixed as soon as possible.


Support Specialists Can Fix Your Problems Themselves

Choosing the right IT service provider for your business is very important. As with any business, these will vary in quality as well as providing different offerings and perks to choosing their service. If a majority of your team works from home, for example, you’ll want a service provider that is experienced in remote work support.


But many believe that an IT support service will be able to understand and fix all of your problems without any help. However, especially when working remotely, even the best IT support experts will require careful explanations of certain problems and will need you to work with them to remedy these issues.


Having Tech Support Makes Your Business Secure

Just because you’re signed up with a great IT support provider doesn’t mean that your systems aren’t susceptible to malicious activity. You’ll want to figure out if your IT support provides good ransomware protection for a start, but you’ll also need to take your own precautions too.


Have you created a ransomware strategy for your business in the event that your systems become encrypted by hackers or scammers? This can be a devastating issue, so it’s imperative that you’re prepared. IT support services can help you to avoid these problems, but it’s not a guarantee, as malicious software is constantly being updated and becoming more infallible.


IT Support Only Helps To Remedy Problems

People see IT support as a quick fix system that sorts out software and hardware issues, allowing your business to carry on working without issue.


While this is a part of IT support, quality outsourced IT support teams can also help with business growth as well as integrate new systems to improve the functionality of your business. Systems that enable cloud services and increased connectivity are great improvements for any business and improve productivity and efficiency for you and your team.


If you’re searching for an IT support provider that understands the stresses and problems that businesses can face regularly, contact our experts today.


IT Support, Case Study

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IT Support

Your IT Support issues are resolved immediately at the first point of contact so you can get on with what's important


We hold Cyber Essentials Certification and Microsoft Silver Competency, reinforcing our commitment to quality


Secure your business from within. Enabling you to create a security-focused culture with automated training within your business


Keep your team connected with Texaport's suite of business grade connectivity and information communication solutions

Managed Services

Outsource your Managed IT Services, improve your operations and cut your expenses


Providing the lifelines to your communications with structured cabling design and instalation

Cloud Services

Take your business higher with Texaport's Cloud Consulting, Cloud Migration and Cloud Management

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Tap Into our strategic experience with our project management and IT Consulting services

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