An outsourced IT department, or a Managed Service Provider (MSP), should educate executive management and employees on their clients on the business value and risk IT systems hold for an enterprise. They are entrusted with the everyday operations of a company’s technology to ensure the safety of the infrastructure. Essentially an MSP makes the connection between what the technology is capable of and what the business expects it to accomplish. There are four IT support lessons that every MSP Account Manager needs to know to be successful.
Lesson One: Apply customer service skills to IT support
A business needs to rely on its MSP IT support to raise customer service and support standards. When a company establishes standards and systems that make the business feel comfortable they are able to deliver above expectations.
Lesson Two: Actively listen when supporting users
The ability to satisfy complainers, calm upset customers and regain control over hectic situations is highly recommended. Utilizing the best practices for effective listening and understanding will enhance the approach of handling any crisis that arise.
Lesson Three: Understand what each department needs to do
A MSP Account Manager is considered the middle man between the business and the IT support. The right leader understands each department of an IT structure in order to educate the business of the products and solutions that are delivered. If you have any questions, discover more: How to get Business and IT to understand each other?
Lesson Four: Provide useful self-help solutions
According the the The Real Self- Service Economy , 40% of approximately 3,000 consumers in a global survey said they prefer self-service to human contact for their future contact with companies, and 70% expect a company website to include a self-service application. When a MSP provides IT support they should consider making self-service more inviting, an option – but not the only one, develop consistent content, and constantly look for ways to improve their services.