Onsite IT Support is the management of your company’s IT systems from your own offices. Onsite IT support offers a more hands-on approach to managing your company’s IT needs. Onsite support typically includes help for troubleshooting, patching and repairing hardware, as well as installing new software applications and upgrades.
Onsite technicians can also provide assistance with moving your data from one system to another. On-site services may be crucial for businesses with high-level security needs or those reliant on their network for business continuity. Find out what Onsite IT Support is and why it’s essential for your business!
What is Onsite IT Support and what does it include
Onsite IT Support is a type of IT support providing hardware, software and network troubleshooting on-site for businesses. Onsite IT Support may also be known as On-Site Technical Support or On-Site Help Desk.
Onsite IT Support may be provided by a company’s own employees or contracted from an outside provider.
Onsite technical support providers offer services in person at your business location. Because they are on the premises, they can solve any issues with your system(s) right away. This means you could approach the experts face-to-face to get fast solutions to problems without waiting for someone to call back.
Onsite IT Support also includes preventive maintenance services, which can help keep your systems running smoothly and identify any potential problems before they become bigger issues.
Some areas of support may include:
Your network support team will maintain the network to ensure it is secure and performs as expected. They will run software to identify hotspots, bandwidth limitations and bottlenecks, early indicators an upgrade is required.
The hardware making up the network: servers, routers, switches, cables and plugs, need repairs and replacements. An onsite network support team can identify and resolve hardware issues quickly to prevent downtime and the associated loss of productivity.
Software support can involve maintenance as well as fault resolution.
It’s important to ensure any software used is maintained at the current version. Patches often include fixes or improvements for security and performance. The software support team will test and update new releases of all software.
Specially-written software can, and often does, introduce faults into the IT system. The software support team will maintain a helpdesk facility to log all potential faults. True faults will be resolved while those deemed ‘nice to have’ but not faults may become future changes. Logging perceived faults sometimes highlights areas for end-user education or a need for improved documentation.
This is where you will see the most benefits from having support staff in your office. The team will prepare laptops or desktop computers, often with a standard build of the software, for new employees and they maintain a log of where hardware is distributed plus redundancy timescales, to ensure replacements are ready as needed.
Any issues with hardware normally require a physical support presence.
Laptops or desktop computers can have faults or break. Unless resolved quickly this results in downtime for the employee affected and loss of productivity for your organisation. Being right there, onsite, the hardware support technician can review the issue and, if it can’t be resolved quickly, they could issue a replacement machine and the impacted employee can resume work.
Meeting and communications hardware, such as large screens, speakers and microphones can all develop faults. Again, the hardware support team can quickly assess any issues, deciding whether to repair or replace, so critical meetings can go ahead.
Finally, the hardware support team are often the only people in the office with a supply of replacement toner for the office printers. They may well be the only people who know how to replace the toner, too!
It may be useful to have a dedicated support team for project work. If the project includes technically difficult tasks or involves a move to new technology an experienced support team can be a boost. The team could advise and consult on the new technology. They could help with documentation and training.
The project support team should attend regular project review meetings in case their knowledge and skillset aids in the identification of project risks.
Your onsite IT support team should provide training and documentation as needed for your employees. Information concerning IT security may be of particular benefit to your organisation.
What are the benefits of Onsite IT Support?
Onsite IT Support provides a number of benefits businesses find extremely valuable
- Onsite IT Support is immediate: Onsite IT Support providers are on-site and can help solve your problems immediately. With remote IT support, you may have to wait for someone to call you back, which could take hours, days, weeks!
- Onsite IT Support is personal: Onsite IT Support providers work with you one-on-one to solve your problems and help you learn how to use your systems. With remote IT support, you may not always get the same level of personal service. It allows businesses to work with a technician who is familiar with their specific setup and environment, which can be helpful in troubleshooting issues.
- Onsite IT Support is preventive: Onsite IT Support providers can provide preventive maintenance services to help keep your systems running smoothly and identify any potential problems before they become bigger issues.
- Onsite IT Support is convenient: Particularly for hardware support, onsite IT Support providers are there and available. You don’t have to take time out of your busy day to drive to an offsite location.Common tasks for hardware support professionals include configuring and troubleshooting hardware, setting up new users, and maintaining records of software and hardware installations. They will have a log of all hardware issued to employees and the software, and versions, installed.Modern IT Hardware support professionals are often busy configuring laptops for new employees and repairing and resetting laptops for existing staff. This team are often the first choice for any issues with office hardware, such as printers, monitors, screens.
How does Onsite IT Support compare with remote IT support?
Onsite IT Support provides businesses with a number of benefits remote IT support cannot match. Onsite IT Support providers can help solve your hardware problems immediately. With remote IT support, you may have to wait for someone to call you back, which could take time during which your organisation may be non-productive.
Onsite IT Support providers work with you one-on-one. They will know other employees personally and solve your problems and help you learn how to use your systems. With remote IT support, you may not always get the same level of personal service.
Onsite IT Support providers can provide preventive maintenance services to help keep your systems running smoothly and identify any potential problems before they become bigger issues.
You will pay for the convenience of having onsite support available in your building whenever you need them. Remote IT support is less expensive than Onsite IT support. However, when you factor in the potential cost of lost productivity, Onsite IT Support can be more cost-effective.
Overall, Onsite IT support is a good option for businesses that need or want personalized help with their technology issues. Onsite IT support provides businesses with immediate assistance, as well as the ability to work with a technician who is familiar with their specific setup and environment.
Most organisations probably have some level of onsite support to ensure their hardware is configured and working when needed.
What to ask…
Onsite IT support can be a great solution for businesses requiring a quick and reliable service. However, it’s important to ask the right questions before outsourcing your IT support. This will help you to be sure you’re getting the best possible service.
Here are some basic questions you should consider:
- What kind of Onsite IT support do you offer?Make sure you are getting the support your business needs, see sections above.
- What are your hours of operation?This sounds obvious, but make sure you will have coverage when your employees are in the building
- How do I contact you if I have a problem?Will you have a point of contact in the event you have any issues or concerns about the service being provided?
- What is your response time?Make sure you talk Service Level Agreements, see above. The contract between you and your IT support provider should call out SLAs or initial response times.
- What are the payment terms?You should be able to agree a fixed monthly payment to cover the basic number of resources providing support. Make sure you and your IT support provider are able to ramp up the service if your business needs it.
Ask the experts at Starboard IT
At Starboard IT, our experienced, professional, well-trained team provide IT support for businesses like yours!
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