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5 Ways to Improve Your MSP Service Level Agreement (SLA)

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5 Ways to Improve Your MSP Service Level Agreements (SLAs)

SLAs are the foundation of your MSP business. They are essential to building strong client relationships and must be clear, reasonable and well-constructed.

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3 Ways Clients Can Assist Your Tech Support Team

Posted April 29, 2016by Matt Mainhart

As your technicians will likely attest to, providing technical support is a two-way street. When clients request your IT services, they can expedite the process and allow your staff to efficiently work toward a resolution. IT technicians aren't mind readers. When clients hop on the phone or submit a ticket, these techs need to be able to understand and recreate the issue in their minds. They need direction before they can begin to fix the problem. 

So how can you help end users work alongside your support team to close out tickets in optimal time? Here's the next round of tech quick tips. View the client-facing content below, and then download for your own marketing needs!


1. Explain the Issue

Whenever you submit or call in a ticket, in order to receive the best IT support, your best strategy is to provide our team with as much background information as you can. More description is better than less. For instance, if you can't get online, providing details like how long you've been offline, what you were doing prior to encountering the issue and whether anyone else in the office is experiencing the same issue can help us paint a full picture and deliver support as efficiently as possible. 


2. Replicate the Issue 

It is also in your best interest to replicate the issue you're calling in before contacting our IT support team. What will really help is showing us the specific error message that pops up while you are attempting a computer task, for example. Sharing that error message and what prompted it will help us get to the root of the problem and help you faster. While we understand that not all issues, like slow computer speed, can be recreated, and the error that you are encountering may not happen every time, knowing how exactly you generated that error will definitely help us resolve your issue with minimum pain.


3. Take Screenshots 

Taking a screen capture of the issue is one of the best things that you can do, especially when emailing in a problem to your support representative. If you use a PC, open the START menu and search for “Snipping Tool.” After opening this up, your screen will freeze, letting you take a quick snippet of the issue or error that is happening. If you use a Mac, take a screenshot by holding down Command+Shift+3. In the same way that the other two steps speed up issue resolution, taking screenshots will help us get a head start on troubleshooting, restoring your network and allowing you to resume normal business operations. 

Download these tips here!

Download-3-Ways-to-Resolve-IT-Issues-Faster-Quick-Tips


Want more Quick Tips?

Previously one of the main trainers on our white label IT Help Desk, Matt now serves as Technical Sales Engineer. Holding a CompTIA Executive Certificate in Channel Management, as well as CompTIA A+, CompTIA Cloud Essentials, HDI Service Center Team Lead and Six Sigma Green Belt Certifications, he is here to optimize service delivery for MSPs and IT professionals.

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