At Carden IT, every one of our customers who takes out a managed IT support contract will have their own dedicated IT engineers. This is different to how a lot of IT companies operate, but we believe it improves the level of service we can provide. Let us explain why…
How Do Other IT Companies Work?
Most IT companies split their IT support desks into levels 1, 2, and 3. Level 1 technicians are normally the team members answering calls from clients and providing immediate, first line support. If they can’t solve an IT issue, they will escalate it to a level 2 engineer (or a level 3 if needed) who has more advanced IT skills.
Why We Decided To Change Things
The standard helpdesk method described above is efficient for triaging incoming support requests, and we still use this method for our ad-hoc support clients, but for customers with an ongoing support contract, we found it was inefficient. Customers would have to explain the same issue multiple times to different team members, and it took longer for issues to get fixed because engineers would have to first take time to understand a client’s network before they attempted a fix.
We decided it was time to try a different method – dedicated engineers.
What Is A Dedicated Engineer?
A dedicated engineer is a member of our helpdesk who is responsible for your IT support. This doesn’t mean that they’ll be the only person working on your IT system. Your dedicated engineer will liaise with other team members and departments where necessary, but you’ll always have a single point of contact for your IT requests.
Who Are Our Dedicated Engineers?
Every one of our dedicated engineers is a Level 2 technician. Support desks are split into Level 1, 2, and 3 engineers. This means that your business will have one of our most skilled engineers as it’s dedicated engineer. Level 3 engineers are on the team to work on ticket escalations, hence not being assigned to clients.
Smaller IT Teams Mean Bigger Results
When your IT is handled by a small, dedicated team, they can take the time to fully understand your entire network and how it operates. There are also more opportunities for them to swap ideas about how to improve your system between themselves. This fosters creativity and a proactive attitude among our teams, which in turn makes your IT more efficient, reliable and better protected.
Dealing with the person every time you need help allows you to develop a relationship with your dedicated engineer. It also allows that engineer to use their previous experience with your technology to find more effective solutions in less time.