Damn Good IT Support - Why CETSAT do it better...

In today's digital age, IT support plays a vital role in ensuring that businesses operate smoothly and efficiently. IT support is a critical aspect of the success of any organisation. In our first article, we want to discuss and share with you the characteristics of DAMN GOOD IT support and how CETSAT can help move your business forward.

So, what you will get from CETSAT as your Managed Service Provider?

1. Excellent Communication:

Effective communication is a vital skill in IT support. The support team should be able to communicate technical information in a way that is easy for end-users to understand. This includes being able to explain complex technical issues in plain language and avoiding jargon that might confuse end-users. It also involves active listening skills, asking the right questions to fully understand the issue, and providing clear instructions on how to resolve the problem.

The CETSAT support team will communicate proactively with end-users. This can include regular updates on the status of an issue or notifying users of upcoming maintenance or upgrades that may affect their work. Clear and timely communication helps to build trust and confidence in the IT support team, leading to better user satisfaction and a more efficient operation overall. We are not your stereotypical “IT Guys”, we try and stay clear of the demographic, and we enjoy communicating with customers for them to get the best possible service and that contacting the IT team is no longer a daunting task for your team.

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2. Quick Response Time:

In today's fast-paced business environment, time is money, and any downtime caused by technical issues can have a significant impact on productivity. Therefore, CETSAT IT support is available 7 days a week and we respond quickly to user requests and inquiries, as well has having 24/7 monitoring in place. This means having the resources and processes in place to ensure that support tickets are triaged and prioritised appropriately, and that technical issues are resolved as quickly as possible.

The support team at CETSAT have the tools and knowledge to diagnose and resolve issues remotely when possible, minimising the need for on-site visits and reducing downtime. This requires an efficient and streamlined support process that prioritises speed and responsiveness. However, our team of friendly and approachable engineers are more than happy to attend site where possible.

As any MSP would, we have SLAs in place which are sent out to our clients, but we pride ourselves on meeting our SLA’s far quicker than the target response time.

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3. Technical Expertise:

Technical expertise is a fundamental characteristic of excellent IT support. The support team have a deep understanding of the organisation's technology infrastructure, including hardware, software, cloud-technologies, networking, and everything in between. This knowledge enables them to diagnose and resolve technical issues quickly and effectively, reducing downtime and minimising the impact on end-users.

In addition to technical knowledge, the support team will also stay up to date with the latest industry trends and best practices. This includes ongoing training and certifications to maintain expertise in new technologies and platforms as they emerge.

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4. Proactive Approach:

Proactivity is an essential characteristic of award-winning IT support. Rather than waiting for issues to arise, the support team will take a proactive approach to identifying and resolving technical issues. This involves regular monitoring of the organisation's technology infrastructure using industry-leading tools, to identify potential problems before they become major issues.

A proactive approach can also involve regular maintenance and upgrades to ensure that the technology infrastructure is optimised for performance and security. This can include software updates, hardware upgrades, and security audits to identify and address potential vulnerabilities.

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5. Customer-Focus:

The IT Support team at CETSAT are customer-focused, with a strong commitment to providing exceptional customer service. This involves empathy, patience, and a willingness to go above and beyond to meet the needs of end-users.

We prioritise user satisfaction and be willing to listen to feedback and make changes based on user input. They should also be responsive to user needs and concerns, taking the time to understand the issue fully and providing clear instructions on how to resolve it.

In conclusion, CETSAT IT support recombines excellent communication, quick response time, technical expertise, a proactive approach, and a customer-focused approach. By prioritising these characteristics, organisations can ensure that their technology infrastructure is optimised for performance, security, and user satisfaction, leading to improved productivity, reduced costs, and better overall operational efficiency.

About the Author:

Sam Burley has been with CETSAT since 2016, joining us from a technical support background as one our Engineers. By 2018, Sam was promoted to the ranks of Management and became Service Desk Manager at the age of 23, a position that Sam still proudly holds within the business.

A Service Desk Manager who focuses on leading and empowering his team of engineers is an individual who prioritise the needs and aspirations of their employees. Sam understands that our technical services team are the backbone of the organisation, and as such, must be equipped with the necessary resources, skills, and knowledge to maximise productivity and performance whilst also providing our clients with the best possible service.

Sam is also heavily involved with the service delivery aspect of the role and maintains an excellent relationship with our clients, most of which he has built a rapport up with back when he was part of the tech services team as an engineer, dealing with support tickets and projects. Gaining his ITIL v4 certification has provided CETSAT with the knowledge, skills and tools needed to deliver quality IT services to their clients.

Sam works closely with the other departments within CETSAT, including the senior leaders & directors to ensure that our service desk is aligned with our overall business goals and objectives.

Outside of work, Sam enjoys travelling and wants to visit as many countries as possible. He plays golf when the weather allows and follows football and basketball religiously. If you can’t find Sam in a gym or a golf course, he is most likely in his kitchen cooking up a storm for his friends and family – something that feeds his creative spirit.

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To learn more about our Damn Good IT Support, just visit: www.cetsat.com or get in contact with Sam and our friendly team today!

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Benefits of CETSAT IT Support:

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Improved Productivity:

By providing quick response times and resolving technical issues efficiently, CETSAT IT support can help to minimize downtime and improve productivity. This means that employees can focus on their core responsibilities without being held back by technical issues or interruptions.

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Moreover, a proactive approach to IT support can help to identify potential issues before they become major problems, further reducing the risk of downtime, and improving overall productivity.

Let us look after your IT, so you don’t have to!

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Increased Efficiency:

Efficiency is essential to any successful organization, and your IT infrastructure is no exception. By prioritizing efficiency and streamlining processes, CETSAT IT support can help organizations to optimize their technology and reduce costs.

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Efficient IT support processes can also help to minimize the time and resources required to resolve technical issues, reducing the workload for the support team, and freeing up resources for other critical tasks.

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Enhanced Security:

With cyber threats becoming more sophisticated every day, IT security has become a top priority for organizations of all sizes. CETSAT IT support can help to ensure that the organization's technology infrastructure is optimized for security, with robust security measures in place to protect against cyber threats.

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This can include regular security audits, software updates, and hardware upgrades to ensure that the organization's technology infrastructure is always up-to-date and protected against the latest threats.

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Improved User Satisfaction:

CETSAT prioritizes customer service and user satisfaction, which can have a significant impact on the overall success of the organization. By providing excellent customer service and resolving technical issues quickly and efficiently, we can help to build trust and confidence in the organization's technology infrastructure, leading to increased user satisfaction.

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Furthermore, by proactively identifying and resolving technical issues before they become major problems, we can help to minimize frustration and reduce the impact of technical issues on end-users, further improving user satisfaction.

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Cost Savings:

By optimizing the organization's technology infrastructure and streamlining IT support processes, CETSAT IT support can help to reduce costs and improve efficiency. This can include reducing the need for on-site support visits, minimizing downtime, and reducing the time and resources required to resolve technical issues.

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Moreover, a proactive approach to your IT can help to identify potential issues before they become major problems, reducing the risk of costly downtime and expensive repairs.