IT support is about communication and helping people in companies

Although it may seem surprising, IT support isn’t only about technology. A good part of the work of IT support people is communicating with the people in the companies they help.

IT specialists need to be able to “translate” users’ requests and truly understand what the problems are, so they can propose solutions.

The most common example is “my computer isn’t working,” which can actually mean anything: from a computer that won’t turn on at all to a program error that gets in the way of the client’s work.

That’s why IT specialists often ask a lot of questions: to establish a first cause and then make a diagnosis.

What does a diagnosis over the phone look like?

Here’s what a diagnostic process over the phone might look like for the scenario above:

• What happens when you press the power button? Does any LED light up on the case?
• Could you please check that the power outlet works?
• If the outlet works, please check that the system is properly plugged in.
• Is there an on/off switch on the back of the case? The power supply may be switched off.
• Is the monitor connected properly?
• What do you see on the monitor?
• Do you hear any intermittent beeping? If so, how many beeps?
• Please describe what you see on the screen.
• Do you get to the Windows login screen? Does it ask you to enter your password?
• If you manage to log in, can you start the remote support app?

Although these seem like simple questions, this process can take up to 20 minutes, with all the necessary checks.

Often, situations like these are fixed by the clients themselves, guided over the phone by the IT technician. Solving even this simple incident, however, takes analytical thinking and effective communication. And once the computer starts, the technician connects to it remotely and takes over from there, without the person having to describe what they see on the screen. At RezolvIT, remote connections are made through the MspCoreX app.

What information helps the IT support team solve problems faster?

The clearer the description of the problem, the faster the solution. When you ask for help, say:

• what you’re trying to do and what happens instead (for example “I can’t send emails,” not “nothing works”);
• the exact error message, ideally with a screenshot;
• when the problem started and whether anything changed before it: an update, a new program, the computer being moved;
• whether the problem affects only you or your colleagues too;
• how urgent it is: whether it stops you from working completely or just gets in the way.

A well-written ticket saves a few phone calls and goes straight to the colleague who can solve the problem.

IT support doesn’t just mean fixing incidents

But IT support isn’t only about fixing incidents. An IT outsourcing company is responsible for the entire infrastructure of the companies it supports.

The outsourcing company proposes improvements and optimizations to its clients’ infrastructure. It even proposes new technologies that make collaborative work easier and help people work better and more efficiently. You’ll find details on the IT infrastructure page.

Communication matters here too: a monthly report that management can understand shows what was solved, what risks exist and what needs planning, without technical jargon.

How do we communicate with clients at RezolvIT?

At RezolvIT, we provide support in Romanian, English, German, French and Spanish. We answer the phone within 15 minutes, step in remotely within one hour and are on site within 2 – 4 hours, depending on the plan. After you fill in the form on our website, we call you back within 2 business hours.

Clients receive a monthly report and, depending on the plan, a dedicated IT manager. If your company already has an IT person, we work alongside them and cover for them during vacations. See how IT support and helpdesk work.

So we can conclude that IT support is more about helping people and less about IT.

RezolvIT is a managed IT services company in Bucharest, used to working with companies of all sizes, from businesses with fewer than 10 employees to subsidiaries of multinationals. Because it looks after a very wide range of infrastructures, it can propose the right solutions for each one. We start with a free IT audit.