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Proactive IT Support vs Reactive Help Desk Support: Which is Best for Your Business?

Proactive IT Support vs Reactive Help Desk Support: Which is Best for Your Business?

All companies rely on the optimal performance of their business systems and IT assets to ensure operations run smoothly. If your organization outsources the management of your IT systems to an IT service firm, then it is critical that you understand exactly how, when and where your IT partner will be taking care of your systems.

There are many different approaches to providing managed IT services, each with varying results. In order for you to make the best decision on what type of managed IT service plan best fits your company’s needs, it’s crucial to understand the differences between “help desk support” and “and pro-active IT support”.

Help desk support

Help desk support is reactive remediation of problems after they occur and have noticeable impact on employee productivity or business operations.

This type of support is the most common and easiest to provide. It is also the most easily understood because it is the most identifiable – you or your employees are actively engaging with your IT support partner to solve a problem.

However, that’s where its flaw lies: it relies on you or one of your employees to alert your IT service partner that there is a problem. With this reactive approach to managing your computing infrastructure, help desk personnel can only respond to problems after they occur. At that point, your work is backing up, employee productivity takes a nosedive, and revenue or profitability begins to suffer.

Your IT infrastructure is too important to your operations to rely solely on help desk support; you need a team to troubleshoot problems before they disrupt business. That’s where network monitoring and proactive IT support come in.

Proactive IT support

At IND Corporation, we find that many NJ business owners believe that their current service plan includes proactive IT support, but in reality, that’s not the case. They’re only getting help desk support, which is not the same thing.

Proactive support means that your managed IT service provider monitors your systems 24/7 and addresses minor issues before they have an impact on your business! Almost all proactive support work occurs behind the scenes — your staff might not even know there was a problem because it was discovered and addressed seamlessly and off site by the technicians.

Proactive support also includes regular maintenance, updates and patches for your computer operating systems and software to ensure things stay secure and to keep your IT assets running at peak performance.

Plus, most proactive plans include a help desk option so you can easily contact your IT managed services provider in case anything does go wrong.

A proactive IT support plan keeps your computing systems optimized and running smoothly, it avoids unnecessary downtime (and unnecessary help desk calls), enhances productivity, and saves your organization money – and protects your profits.

  • Software updates are implemented automatically
  • Security patches are installed in a timely manner to avoid potential cyber security threats
  • Small errors and glitches are caught before they become big problems

All pro-active maintenance and updates should occur when your employees aren’t working, and your employees shouldn’t have to install updates themselves. 

How to Identify What Kind of IT Support Your Are Getting Now 

So, how do you know if your current IT services partner is providing your with pro-active IT support? Are your users opening too many help desk tickets? How will you know if your systems being monitored properly and is regular system maintenance that has not been performed? 

A good way to discern if your IT service provider is actually monitoring your system is to check the number of help desk tickets your company has. The more you have, typically the less preventive maintenance your IT contractor is performing. Instead, they’re waiting for something to go wrong and then responding, which is easier for them to do.

Ideally, you want zero help desk tickets, indicating that your IT managed services provider is truly monitoring your system—and responding appropriately—at the highest level on a day-to-day basis. However, zero is an ideal number, and an acceptable number of helpdesk tickets is about 0.5 to 1 per device per month. 

Proactive IT services and support from IND

As a New Jersey managed IT services provider, IND Corporation offers our comprehensive TotalCare managed IT services plans to small and medium-sized businesses throughout the state.

Our comprehensive, flat-rate TotalCare plan combines 24/7/365 system and security monitoring, network maintenance, help desk and pro-active IT support (including our one-hour urgent response time)—the elements of a totally proactive approach to maintaining your business computing. TotalCare saves your employees time and controls your IT costs.

Interested in taking a proactive approach to your business computing? Our team will perform a system audit that looks for missing patches, overdue updates, failed hard drives, warning messages, failed backups, and much more, all of which are risks that can take down a system — and are sure signs your IT provider has not been providing the service you thought you were getting.

Your business can’t operate when your systems are down. Why wait until there’s already a problem before solving it? Contact us to schedule your system audit today and take a proactive approach to your IT maintenance that keeps your business, in business.