The ‘Stamp Out Support’ emblem symbolises our commitment to reducing, and one day defeating reactive IT support tickets!
For too long the focus has been on BIGGER, BETTER, FASTER support teams, staff that solve problems ON THE SPOT, and all while prioritising vast numbers of IT support tickets, calls, and customer satisfaction, as well as everything else!
This is how the vast majority of IT support teams feel when their leaders are NOT dedicated to PCA (permanent corrective action) which eventually removes the need for ever increasing demands on helpdesks.
Our industry needs a renewed dedication to reacting once and then solving permanently. This is harder than it might sound and requires a culture so strong inhouse, that it propagates to clients and suppliers alike.
Every decision that’s made in terms of new technology to sell, updates to processes, team training, software updates, whatever it might be, IT teams around the world need to be asking this one question:
“WILL THIS ACTION WE’RE ABOUT TO TAKE HELP REDUCE UNPLANNED IT ISSUES, OR MIGHT IT ACTUALLY INCREASE THEM?”
This powerful sentence will need to be implemented at all levels in your business, making sure teams are not swayed by quick wins, or exciting new opportunities to make a few bucks.
Everything should come down to standards that everyone in IT lives by, and a north star which helps guide decision making to ensure people do not do the same thing, over and over again without asking:
“CAN I STOP THIS FROM HAPPENING EVER AGAIN TO SAVE THAT SUPPORT CALL”
Our official STAMP OUT SUPPORT philosophy has finally taken shape, and is the result of over a decade of building our MSP and seeing what works and what doesn’t.
And now, we need you our clients involved right away in our fight against IT support! As techs we don’t always spot the obvious, and we don’t always know we’ve been down the same road twice.
Please, don’t be afraid to let us know, if you think something is happening too often, or if we’re missing a trick. Anything you can to do help us, help you drive own your reliance on IT support can only be a good thing, and we’d love to hear from you.
Over the coming months we’ll be creating new ways for you to report re-occurring issues and ways for you to submit easy fixes that we may be missing.
Only together can we STAMP OUT SUPPORT, FOREVER!!