Welcome to IT support! In the All Green Series, I am reviewing each category Limetree Labs looks at for our customer’s IT health. If you missed the other posts, check them out here:
Category 2 – IT Support
The second category we score is IT Support. Even after we’ve completed on-boarding for you and your staff, resolved outstanding IT issues, and replaced out-dated hardware; issues will come up. IT Support covers the day in and day out of keeping your IT up and running with limited to no down-time.
User Requests
Within the IT Support category is user requests. This includes all support tickets created by you and your staff. We capture those requests through a special email address that you can email at any time. The score for this category is based on time of resolution and keeping the user notified of the ticket status.
Change Requests
A change request is an adjustment to any of your IT systems. We document and manage all change requests to create a historical log for your environment. These are scheduled and completed in a timely manner. We will notify you of the resolution and keep you up-to-date weekly with any larger requests.
User Lifecycle
As your organization grows or changes, you’ll need a plan for on-boarding and off-boarding staff. We will ensure your new staff member is set up and ready to go on their first day with any hardware and software needs. Additionally, we are happy to come onsite and provide an IT orientation to your new staff member. This will help create a great first impression and ensure they are set-up and ready to go from day one.
Product Orders
Our goal is to create a quote for all product order requests within 2 days. Upon approval, we will place the orders and schedule time for delivery and set-up. Part of our service is tracking down the best hardware at a fair price, saving you hours per order. Our promise is to never charge more than retail. We research the best product for your needs at no additional cost!
In closing, the IT Support category is where we shine and delight our customers day in and day out. We are committed to minimizing down-time and identifying better workflows for you and each of your staff.
Give us a call today. 208-901-3350 Keep IT Fresh!
The next post in this series is up!
