Running an efficient IT department is essential to every business. With how important tech is for running companies today, you can’t afford to spend time waiting for computer equipment to start working again.
That’s why companies large and small are spending a lot of money to improve their IT infrastructure. This trend has led the IT industry to grow to a value of $5 trillion in 2021.
Knowing what IT support mistakes are common is essential to running a successful technical support system. Below are seven IT support errors that you need to avoid.
1. No Internal Documents
IT specialists are very knowledgeable about what they do. That’s why the IT support specialist salary isn’t at minimum wage across the world. However, that doesn’t mean that your IT team will know how to solve every problem immediately.
If you don’t have internal resources for your IT team that helps them troubleshoot issues, they’ll spend longer than necessary on problems. This will lead to lower productivity and longer waiting times for your customers.
When someone in your IT team solves a new problem, have them document the process and include it in the company’s documentation. Give every member of your team access to the documents to reference when they come across problems they need help solving.
2. No Cybersecurity Protection
The internet is a dangerous place these days. Hackers continue to ramp up their efforts to compromise companies as more businesses turn to the internet to grow.
That’s why it’s critical to provide cybersecurity protection for your IT customers. Without this protection, your customers will be at risk of attack.
The first place to start is with malware protection. People download a lot of unknown files on their computers. The chances are good that someone will download malware eventually and compromise the business network.
Once the individual computers get protection, you can install a firewall on the network. Your firewall will watch all internet traffic at a company and block anything that looks suspicious.
3. No Product Knowledge
Providing IT support is a lot more than maintaining computer hardware. Your customers will reach out to you when they face issues with everything. That includes the software they use.
It’s a problem if nobody on your team knows how to work with your customers’ software. All that will happen is that your IT department will look like it doesn’t know anything.
Train your team on the products your customers use. They should know how to use every feature and troubleshoot any problems your customers face using it.
4. Only Offering Remote Support
It makes sense that you’re now considering switching to a remote-only support model for your IT department. After all, businesses everywhere are going this route. However, that doesn’t always make it the right choice.
While you may be able to handle many of your IT issues remotely, that won’t be the case all the time. What happens when a hardware failure causes a computer not to start, and no local IT support can go on-site to troubleshoot the issue?
Your IT support service needs to be able to provide on-site support if required. Make sure you don’t offer support to a business far away with no way to go on-site to solve problems.
5. Skipping Software Updates
Software products work great most of the time. Development teams do a great job at verifying functionality and securing their products. Unfortunately, that doesn’t mean that problems will never come up or hackers will never discover a new security exploit.
If you don’t schedule updates for your business software, you’re putting the company at risk. Every time a hacker exploits a program, they’ll search for vulnerable copies of that program and try to break into those computer systems.
Create a software update schedule and stick to it. You can schedule these updates with management software and run them during the evening when nobody is in the office. You can make the process both automatic and time-effective for your IT team.
6. Failure to Backup Information
Data is critical for running a business today. You have a ton of information available, and all of it helps you make better business decisions. It’s a serious problem if something ever happens that causes you to lose that information.
Unfortunately, not all IT departments prepare for this situation. Since they’re so concerned with more common problems, they fail to realize that sometimes hardware will fail or an employee will accidentally delete a file.
You need to create a backup strategy to avoid this happening. Your backups will likely reside in the cloud, so all you need to do is sign up for a backup service and install backup software on your computer hardware. Once you do this and set your backups, you can restore missing information with a few clicks of a button.
7. Not Being Proactive
There’s only so much you can do when you run a reactive IT department. In this situation, your IT support specialist team will spend all their time reacting to problems instead of making sure they never happen again. This means you’ll get stuck in a loop and not be able to escape.
IT support jobs are much better when you proactively solve problems. You need to provide your team with tools that enable them to monitor your computer equipment’s health. These tools will let you know if there’s a potential issue with a machine.
By doing this, you’ll end up with less downtime in your organization. Addressing problems before they cause more severe issues means you’ll get fewer calls during the day, and the rest of your customer’s employees can get work done without tech problems.
There Are More IT Support Mistakes Out There
Running an IT department isn’t easy. You don’t only have to manage people, but you also have to make sure everyone knows the best way to solve problems. Keep an eye out on other common IT mistakes your team makes to ensure you can develop IT support procedures to ensure nobody makes those mistakes again.
If you want to learn more about IT and how you can use it to improve how your company works, then check out the latest articles to see more great advice.