You’ll usually be assigned a dedicated account manager when you work with an IT support service. This is the specialist that will come to learn about your IT requirements and provide the help and guidance you’re requesting.
It’s worth noting that these services aren’t passive in what they offer. Both sides of the arrangement need to effectively manage a dynamic working relationship. Only when both sides are cooperative and collaborative can the full potential of top-tier IT support be realised.
Hardware and software support is of utmost importance, particularly as the latter’s faults lead to major consequences for firms today. There’s no room for half-hearted approaches here.
How well you work with your IT support account manager greatly impacts the service offered. Here are some tips to help you make the most of these opportunities.
Document And Analyse Your IT Requirements
There’s a paper trail behind your IT infrastructure, whether physical or digital. Delving into that documentation will benefit your working relationship with your IT support account manager.
Some of this paperwork may include the following:
- Plans for IT-related projects – Time frames, scheduled updates, and infrastructural changes can ensure everybody understands what’s being asked of them.
- Service-level agreements – Sometimes abbreviated to SLA, these formal documents outline the expectations set between service providers (e.g. IT support services) and the customer (you). If you have an IT support account manager performing below expectations, you can compare the SLA against their performance metrics and use it to explain to a replacement service what to do and what not to do.
- Map out contract requirements – Serving a similar function to SLAs, your ideal contract requirements with your IT account manager can be drafted before approaching anybody. You could amend expired contracts that have failed with other IT support companies before.
IT support can seem something that’s overwhelming and unwieldy. By revisiting the paperwork, you can get a stronger grip on the reality of these situations, cease being daunted by them, and use it all to facilitate a stronger working relationship with your future IT support account manager.
Share The Necessary Information
Some firms treat their IT support account managers like miracle workers. While these specialists are highly capable in their roles, they aren’t mind readers that can automatically determine their clients every need. Some matters still need to be discussed in real-time, even with shared documents.
So, being forthcoming is a crucial part of this work arrangement. Take a look at the Totality Services website to better understand how easy these requirements are. Their dedicated and experienced IT support account managers are happy to consult with you anytime on any aspect of your network. That commitment starts from the first day of working with them, determined to field any questions or concerns you might have.
The more forthcoming you are, the better equipped your IT support account manager is to support your business. It’s not always easy being fully transparent with external entities from the start, but these services can be trusted, and you should be informed of everything you hope to achieve.
No working relationship can prosper without excellent communication. IT support is a precise science, too, and doesn’t thrive off guesswork and mild hopes. Ensure your goals align, schedule meetings to check progress, ask plenty of questions, offer polite feedback, and keep the dialogue going as your IT needs evolve.
Research IT/Tech Trends
You and your IT support account manager need to speak the same language. It’s one thing to want to communicate, but it’s another to do so effectively.
Therefore, it’s a good idea to continually research IT and tech trends. That way, you and your partners can work together cohesively. You can point to examples in the industry of successes that interest you or better comprehend the references that the account managers may mention. The greater your awareness, the stronger your aptitude for collaboration will be.
IT is hardly an isolated area, either. There will be other emerging technology trends that are worth keeping up with, as these developments can influence how and why computers could be used in the future.
You don’t need to become a specialist in the same way that your IT support account manager will be. However, some knowledge will equip you and your colleagues for more technical conversations and boost your confidence.
Learn About The Account Manager Role
IT support account managers have very specific duties to fulfil. Understanding that will help you get the most out of your exchanges with them.
For example, IT support account managers aren’t part of the technical team, though they will liaise with them and pass down your feedback. They can analyse your IT infrastructure and advise on it, but will not so often carry out the necessary work themselves. These professionals also organise reports, update records, and upsell certain parts of their IT services as required.
You might know some of this already, but a reminder is worthwhile. These distinctions ensure that you approach the account manager correctly, address them appropriately, and get your working relationship moving comfortably.