Locked in the Gray matter – Denver IT Services
Most Denver IT services companies use what we call “Timeshare IT”, meaning the company assigns an engineer to a group of clients, and he divides his time among all of them.
The engineer is the sole contact for the client. He does everything from network maintenance to help desk, and he knows the client’s systems like the back of his hand.
The problem is that even small business IT services is too complex for one person to fill every role. The person who runs the network, can’t be the same person who trains end users or provides high level consulting to the CEO.
The other problem is that unless he’s leaving the back of his hand in the client’s server room, then vacations and sick days make the entire system vulnerable. Having another timeshare IT guy cover doesn’t work because he won’t know the history of the account.
Mission Critical Systems is different.
As a well-established Denver IT Services company, MCS assigns the various roles needed for stable IT to different individuals. We use our proprietary LiveDOC documentation, work order, and reporting system to provide transparency internally and for the client.
Help Desk, Network Engineers, Directors of IT Services, Managed Services, Training, Consulting, Billing and even the client book every change to the client’s IT in LiveDOC. All of those people can also pull reports from the system, see what’s next on the tick list, and submit requests for work.
Our methodology of addressing the various IT roles with different people is the difference between a timeshare IT guy and having a full IT department. LiveDOC ties the department together and encourages teamwork.
Of course, each client still has a primary point of contact, but that engineer is backed up by a strong group of professionals meeting every possible IT need.
Please contact us for more information.
Tags: IT Services, LiveDOC
