Having the right resources and tools is crucial for the success of new IT departments, IT technicians, and start-up IT support companies. Often, IT teams and companies grow reactively to meet immediate needs, resulting in ad hoc resource allocation with minimal planning.
With over 30 years of experience in IT helpdesk operations, we understand what it takes to deliver exceptional daily support. This checklist highlights essential tools and resources we rely on to improve client services. Whether you are launching a new company, expanding your IT department, or starting as an IT technician, here are some key considerations.
Professional Services Automation (PSA)
Many IT companies focus on client-facing tools, often neglecting back-office functions until it is too late. PSA tools can streamline time and client management, track projects, manage billing, store client details, and oversee business protocols.
Examples of popular PSA tools include:
Autotask
ConnectWise
These tools help technicians increase productivity, reduce stress, and automate processes to minimise manual work. Additionally, PSAs are scalable, adapting as your IT business grows and evolves.
Remote Access Tools
Remote access has become indispensable in today’s cloud-based IT environment. IT technicians must address issues quickly, often outside regular hours or remotely.
Some widely used remote access tools include:
TeamViewer
AnyDesk
RemotePC
Zoho Assist
ConnectWise
These tools vary in pricing and features, so selecting one that fits your needs is important. Ensure that all technicians have access to the chosen software and that it covers all devices. Additionally, training and setup support may be required to maximise efficiency. A good remote-access solution should also include remote monitoring capabilities, enabling technicians to proactively address potential issues rather than relying solely on reactive solutions.
Documentation and Knowledgebase Platforms
IT support workers find it invaluable to have access to organised databases containing client information, troubleshooting steps, and company policies.
Industry-standard platforms like IT Glue and HuDu are commonly used to store knowledge bases. These tools help technicians quickly access the data they need to resolve issues efficiently. These platforms should be customised to meet your business, clients, and team requirements. Regular updates and comprehensive training ensure the platform is used effectively by all team members.
Communication Platforms
Effective communication is a cornerstone of IT support. Access to multiple communication tools ensures technicians can connect with clients, colleagues, and departments without delays or misunderstandings.
Key communication tools should include:
Email and instant chat
Video conferencing
Mobile and MMS/SMS capabilities
To support seamless communication, ensure your network and servers enable remote accessibility and follow security protocols for transmitting sensitive files. Unifying communication platforms enhances collaboration and ensures all messages and files are easily retrievable when needed.
Physical Tools
Although remote support is now the norm, there are situations where technicians must handle physical equipment on-site. While not every technician requires a complete toolkit, having essential physical tools available can expedite on-site responses.
Basic tools every IT department should have include:
Torch
Screwdrivers
Ethernet cables
Power inverters
Cable testing kits
Portable USB drives
Various adaptors
Basic cleaning supplies
Port tracers
These tools may not be needed daily, but they are indispensable in emergencies requiring rapid responses.
Conclusion
The tools and resources required for effective IT support constantly evolve alongside technological advancements. While some tools are optional, the essentials discussed above are critical for delivering world-class IT support.
If you are unsure where to start, want to outsource your IT services, or need guidance in building your IT department, our team is here to help. Get in touch today.
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