We can all find ourselves in a situation where we need IT support:

• The system might crash
• You get some mysterious error messages
• You have an idea that the system can do much more than you know

Here are our suggestions for what you should expect from your IT support, whether it is internal or external.

To grab 24-7

Good IT support is primarily characterized by the fact that you can get it when you need it. Around the clock. You must be able to access a person with the right skills at any time. Someone who knows you, your IT system and your needs, without you having to start from scratch every time. In short, someone you are on a first name basis with and who knows what is important and who takes responsibility for solving your problem.

The toolbox is in order

Your IT supporter must have a toolbox that is in order. An expensive mobile phone is not enough, but remote access to your equipment can solve a lot. Good IT support is also about sharing knowledge and keeping an eye on your needs for new relevant solutions. Furthermore, it is important to anticipate what you, as an IT user, will ask about. And also like to anticipate what you will answer to questions from your IT supporter.

Your supporter can be trusted

An open and honest dialogue is a prerequisite for you and your IT supporter to get the most out of each other. You have to put up with the fact that a supporter might say no to you once in a while. On the other hand, you can also assume that a supporter knows what he or she is talking about. A supporter does not work from assumptions, but is sure of his cause. They are also not shy about coming up with alternative solutions.

Your supporter is flexible

You are sitting at a customer meeting and cannot get your presentation on the screen. Perhaps that type of fire suppression is not included in the service agreement you have with your IT support. But good IT support is also flexible. If the topic is important to you, it should also be important to your supporter. Maybe it leads to a permanent solution so that the problem doesn't come up again.

You get hold of someone who can help you

Do you know the feeling of being faced with a problem and calling a supplier, where you are then transferred from one to the other. Each time you have to start over. Good IT support means that you get hold of a person who can actually help you and not just pass you along. Should you be forwarded, it is because there is a colleague with even greater knowledge of your product and solution.

Eager to listen and find the ideal solution

A support team listens and wants to effectively help the user to make a positive change through real solutions. You should also be able to know how long it will take. An available IT support that stays until the problem is solved means that the support also has an interest in the problem not appearing again. Get it right the first time or the problem will return.

The personal relationships count

Good support also depends on the personal relationships between user and supporter. It should preferably be more than a customer relationship. Supplier and customer must interact on an equal level – more as an internal IT department than as external consultants. With clear communication so that misunderstandings do not occur. You have the right to know how far along your case is. The case is only closed when you say so.