Are you happy with your IT support?

15th October 2024

Managed Service Providers (MSPs) are organisations that provide ongoing IT support and services to a business. A good one is invaluable, making the difference between a smooth business operation and a chaotic stress. But what should you expect from a provider? Unfortunately, they don't always get it right - here are a few common issues that may be causing you (the client) frustration:

1. Lack of communication: Failing to communicate effectively with their clients which leads to misunderstandings, missed deadlines, and other issues. It is important that your MSP is transparent and proactive in their communication with you.

2. Focusing on technology instead of business outcomes: Another common mistake is focusing too much on technology and not enough on the business outcomes that their clients are trying to achieve. Your MSP should work closely with you to understand your goals and help you achieve them.

3. Not keeping up with the latest technology: Technology is constantly evolving, and MSPs need to stay up to date with the latest trends and developments in order to provide the best possible service to their clients. If your MSP is falling behind in terms of technology they may struggle to meet your needs and you may lose business as a result.

4. Not providing enough security: Security is a critical concern for businesses of all sizes, and MSPs have a responsibility to ensure that their clients' data and systems are protected. If your MSP does not prioritise security they may be putting your business and reputation at risk.

5. Overpromising and underdelivering: Some MSPs may overpromise in order to win business, but then struggle to deliver on those promises, leading to disappointment. Your MSP should be honest about what they can and cannot do, and should always strive to exceed your expectations.

6. Losing the personal touch: our friendly engineers answer the phone and deal with your issue then and there, resolving your problem immediately in most cases. This is now rare - most MSP's will operate on a ticketed basis only.

Click HERE to learn more about IT support services.