The Communication Problem: When IT Isn’t Your First Language

As a business owner, there are some things that you expect to see when it comes to your systems. You expect that your servers will be working, your computers are protected from viruses, your data backed up, and your systems secure.

You should also expect that you will receive regular updates from your IT support seattle. And, you should expect that, when there is a problem with a server or a system, your IT support responds to your request for help and remedies the problem effectively. You should also expect that responses and communication are fruitful – and in English.

These may be the expectations. But is it your reality?

While there are many warning signs that your IT team isn’t providing you with the services that you need, like the 13 signs that we discuss in our downloadable eBook, we often see two big key communication problems between business and IT support.

Your IT Support is glacially slow to respond—

When you have a problem with your IT, how long does it take for your IT team to respond? Do they acknowledge your email or voice message? Do they pick up the phone when you call them?

Some business executives are so poorly served that they are simply unaware that things can be done better and quicker. We’ve met CEO’s and managers that assumed it was normal for a new employee to wait a full week to be set up as a new user, or that repairing a server would take days, rather than hours. They’ve become so used to leaving messages when calling the IT department that they are taken aback if an IT tech actually answers the phone.

This is not normal. This should not be the expectation for your IT team.

Your IT Support does not communicate well—

Do you have any idea what’s going on behind the scenes when it comes to servers and systems? While you don’t need to know every nitty-gritty detail of how to meticulously backup your data or repair a glitch, you should have a working knowledge of what it is your IT support team does all day.

For instance, you should be getting regular status reports from your IT support team about how everything is functioning, and these shouldn’t be written in what could be Klingon for all you know—it should be written in basic, understandable terms.

Good indications that your IT support team isn’t cutting it when it comes to communication is if you’re unsure when or how issues are resolved, or if you find yourself avoiding contacting them simply because you’ll just feel like you’re throwing another request into a blackhole. And sometimes, business executives literally no idea what their IT team is saying when they speak with them.

seattle it support


Instead, you should expect…

  • Your IT support should answer your call during all business hours. If they can’t, you should receive a callback within 10-15 minutes. If your systems aren’t working, you are losing money, and that should warrant an immediate response.
  • Your IT support should be available for emergencies 24/7/365. While some issues can wait until morning, there are scenarios in which an IT emergency can occur. When this happens, you should be able to reach out and contact your IT support to resolve the issue. Anything less, and you’re losing revenue.
  • Your IT support should talk with you about ways to improve systems. It’s your IT support teams’ responsibility to stay up-to-date with technology and let you know about possible improvements to your system. Not only that, but they should be working to further the knowledge of the rest of your staff regarding new technology. This is what helps build your business and continually take you to the next level.
  • Your IT support should be prepared to set up new users or fix errors for other users within 24 hours at the maximum. There are some basic IT support tasks that should be performed within minutes, within hours, or within the brief period between your 2 o’clock appointment and your 3 o’clock meeting.
  • Your IT support sends you regular updates on how everything IT is going. If there is a large issue that requires ongoing work, you should be getting regular updates as to its progress. No tickets should be left lying open for days, unattended to and unresolved.
  • Your IT support should be communicating with you in ways that you can understand. None of this techno-speak mumbo-jumbo, thanks. You need clear communication that doesn’t require an online dictionary or a degree in computer science.

At PacketDrivers, we provide you with all of those services and more. Good communication isn’t the exception here. It’s the rule. You deserve to be kept in the loop. You should understand what’s going on with your business and how it can improve. You need to know that, when problems arise, you’ve got an seattle IT support team that can handle it—that will handle it.

It just might be time for you to outsource your IT services. Contact our team to talk about our services and how we can customize them to best fit your business and your needs. We promise we’ll answer your call!