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Create the best support team on the planet

With increasing numbers of businesses benefitting from cloud computing, Customer Relationship Management (CRM) solutions, mobile devices and other technological advances, hiring talented, reliable IT support staff has never been more important.

The role played by IT support staff is crucial to the smooth running of your business. Their workload typically encompasses checking, monitoring and troubleshooting the various elements of a company’s infrastructure, such as computer hardware, software, networks and more. Additionally, support staff may need to give the firm’s employees training when new systems are implemented.

This demanding range of responsibilities requires a diverse set of key skills.

People skills matter

Support can be accessed in a variety of ways: in-person, over the phone, by email or via web-based apps. However your employees request help, it’s imperative that they receive prompt, clear, courteous assistance. You’ll want to avoid the nightmare scenario of hiring team members who are so aloof or devoted to technobabble that your colleagues avoid raising issues.

Providing IT support is as much about helping people as fixing technical problems. When selecting the team, make sure you look for individuals who are approachable and articulate. Which candidates can explain complex technical issues in layman’s terms?

Prioritising Under Pressure

Technical support inevitably involves prioritising issues, often under pressure. If all of your computer systems crash, you don’t want to find that your IT support staff are unsure which part of those systems to work on first or focus on something less important.

Perhaps include a role-play exercise as part of the interview process. How well does each candidate cope with competing demands? Who is unflappable?

Solid approach to security

In order to protect your business’s sensitive information (such as customer data) you need a team that will closely guard your infrastructure. With hackers developing ever-more sophisticated forms of attack, a proactive approach to IT security is essential. Good support teams take security seriously and will actively try to prevent security breaches, rather than just picking up the pieces afterwards.

Exercising those ‘Little Grey Cells’

Whenever Hercule Poirot needs to solve a problem, he puts his ‘little grey cells’ to the test. Problem-solving skills are just as important for IT support staff as they are for Agatha Christie’s famous, fictional detective. Given the complexity of today’s infrastructure, support staff will often need to think outside the box in order to diagnose and fix technical issues. For example, could a series of apparently unrelated issues in fact point to a deep-rooted, company-wide IT problem?

Knowing what makes a good policy

IT support isn’t just about practical tasks; there’s a great deal of thought and planning involved too. You may want your team to help you develop guidelines concerning vital business issues such as data security, access to company information off-site, ‘bring your own device’ policies, etc. Hire candidates who possess more than just a ‘nuts-and-bolts’ understanding of IT and can therefore help you to use technology in order to enhance your firm’s activities.

Keeping on top of trends

When taking on support staff, it’s important to choose candidates who can demonstrate they keep up-to-date with technological developments (for example, big data analytics) in this rapidly evolving digital age. This could involve studying for the latest qualifications, researching trends, reading industry news, etc. Are they familiar with the current versions of solutions widely used in your industry? Do they follow current best practices when implementing something?

Support you can rely on

We help our customers make the most of their business systems and enterprise applications – whether they’re built with Salesforce or any other technology. Our support teams are dedicated individuals, committed to helping clients operate their business-critical systems efficiently.

It’s imperative to fully understand the needs of an organisation, and appreciate the intricate and unique issues that the team faces. You can depend on us to implement great solutions and support them expertly thereafter.

To learn more, give us a call on 0203 489 6190 or contact us online.

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