RezolvIT offers personalized IT support – but what is personalized IT support?

Personalized IT support means the team helping you already knows your infrastructure, applications and people, so it solves problems faster and in the order that matters to your company.

I know, you’re wondering what this personalized support actually means. How can we put it, short and to the point?

In short, personalized support is a working method and an approach that let us help clients better and faster. This way, we optimize the workflow and minimize response and resolution times for any problems that come up.

Sounds good, right? We’ll explain the stages below.

What does personalized support actually mean?

We’ve split the process into three essential stages, from getting to know the client’s infrastructure to delivering technical solutions.

1. Handing information over to the technical team

When we take on a new client, we make sure the technical team has all the information it needs to fix the problems and incidents that will come up. If the company is switching from another provider, it gets a written takeover plan within 24 hours: we take over the access credentials and documentation and change the passwords. Once we have all the access details, we contact the application vendors and ask them for the procedures and technical information needed for reinstallation or troubleshooting.

What’s more, based on the IT audit carried out at takeover, we hold a short training session attended by the team leader, the on-site technicians assigned to the client, our helpdesk colleagues, the technicians who work remotely, and the dedicated IT manager, where the plan includes one.

That way, all the essential information reaches the technical team, from the infrastructure and specific applications to other particulars, such as business needs.

It sounds strange, but sometimes the warehouse printer is far more important than the boss’s laptop.

2. The technical team gets to know the client’s business

The next step is getting to know the client’s business. Besides the information gathered during the IT audit, we talk to key people in the company’s departments to better understand the infrastructure and the real needs.

This way, we note, document and centralize the existing problems on site, and then draw up a plan to solve them. Most of the time, they’re small problems or annoyances that, once solved, make users’ work easier and remove some frustrations.

It’s a real nuisance to print on another floor because the printer in your office has broken down, isn’t it? Situations like this are easy to fix and bring huge benefits.

3. Providing support with minimal disruption to your business

Knowing the infrastructure, workflows and users in detail lets us prioritize problems correctly and fix them with minimal disruption to your business. We answer the phone within 15 minutes, work remotely within one hour through the MspCoreX app, and get to your office in 2 – 4 hours, depending on your plan. Every month, you get a report on what we’ve done.

This personalized support brings real advantages both to our team, which handles problems more easily, and to the client, who gets fast, effective technical support.

This kind of support works just as well with remote work. People can be helped the same way, whether they’re at the office or working from their living room.

How do we work alongside your company’s IT?

If your company already has an IT person or an IT team, we work alongside them and cover for them when they’re on vacation, with the same information about the infrastructure. We work the same way with the Romanian subsidiaries of multinationals, alongside the group’s IT. Personalized support suits small businesses too: we work with companies of any size, including companies with up to 10 employees.

RezolvIT has been an IT outsourcing company since 2005, always ready to deliver the best technical and operational solutions, whether your employees work from home or at your office. We start with a free IT audit, which also gives you the exact price, and the plan options are on the IT plans page.