Working with a managed IT partner has many major benefits for your business. Keeping your team’s computers and systems running smoothly, troubleshooting issues, and keeping things backed up securely in case of emergency situations.
While most of your team should be OK with this, there are usually one or two that have trouble with changes to the status quo, so here are a few tips to help things run a bit smoother between both teams.
Set clear expectations
Let your team know what types of support requests your managed IT company can help them with. Do they just handle tech/computer related issues or do they help with email problems, printer errors, software training, etc.?
The managed IT support team will usually have a documented way to submit requests. It’s important for your team to understand what that is and to utilize it so that all requests are handled in the most efficient way possible.
These could include support email addresses, ticket systems, chat apps, and/or phone support for emergency issues. Generally speaking, emails to IT members or texts don’t have tracking features and your request could get lost into the ether-webs.
Find out what your IT provider’s preferred method is and see if they have tutorials for how to submit requests. This will make it super simple for your team members to learn and follow those guidelines.
Communication is key
Working with a managed IT partner is just that – a partnership. In order to provide you the best service and fast response times, open communication is extremely important. If something isn’t working as expected, please be sure to give appropriate feedback.
Most support systems have feedback surveys. These are important, and super easy, methods of sharing that feedback between the two teams and can help with service and performance improvements.
Just as communication back to your managed IT partner is important, be open to receiving suggestions and feedback from them. They may suggest system changes or trainings based on system issues or feedback from your team.
Collaboration, not competition
If you have IT personnel on staff, you want to reassure them that the managed IT providers are working towards the same goal – keeping the business running smoothly and productively.
Think of the managed IT providers as an extension of your own team. The managed IT team can help offload some of the day to day breaks, fixes, updates, monitoring, & backups – freeing your internal IT people to handle special projects and major, hands on advancements for the business.
Building the relationship
You’ll have the best experiences between your team and the managed IT providers when they have developed a great working relationship. Keeping those lines of communication open and letting them in on the goals of your company will strengthen those relationships and open the door to more effective collaboration.
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