Top 6 Reasons Why Your IT Support Issues Don't Get Solved

Posted by Sam Bloedow on 12/16/16 2:00 PM

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It’s very frustrating to have to deal with the same problem over and over again. When that happens with IT issues, it’s not only frustrating, it’s costly. Recurring IT support issues divert staff away from their core work. People seek out workarounds that negate efficient and secure business processes. Time is wasted when employees have to wait for something to happen. If IT support can’t find the root cause of technology problems, or they tell you there isn’t an answer, it’s time to look elsewhere for the reason why your IT support problems go on and on.  Read on for the top 5 reasons why your IT support issues don’t get solved.

1. IT Isn’t Capable of Solving the Problem

Technology is very complex and it is impossible for one person to be an expert on every aspect of IT, so it’s possible that your IT department or provider doesn’t have the knowledge, experience or skill set to diagnose and remedy your problems. This can also happen if the situation lies outside of the core of what your IT company usually provides. For example, if you are getting IT support from a company whose main business is not managed services, the staff might not be equipped to troubleshoot complex problems that aren’t part of their core services.

2. IT Doesn’t Have Enough Time

When everything is a fire, the approach to use looks like a fire hose. Putting out urgent IT fires is essential to making users happy but typically IT becomes consumed by it.  The old adage “the squeaky wheel gets the grease” comes to mind.  If your ongoing issue isn’t a priority, it is taking a back seat to the day to day fires.  As your company grows in people or reliance on IT, or the provider adds more clients this only worsens.

3. Technology Was Not Setup Properly

If you get recurring reports of applications dragging, problems connecting with your network or random errors, it could be a sign that hardware or software is misconfigured. Configuration (another word for setup) can affect the performance of PCs, wireless networks, switches and routers, firewalls, and software. Improper setup can be the result of a lack of IT expertise, but often it’s because IT doesn’t have a documented best practice for the installation.

4. Failure to Choose the Right Technology

Sometimes a technology tool can work exactly as it should but it causes problems because it is the wrong solution. This can occur with both software and hardware, either out of a desire to save costs or poor judgement on the part of the IT decision makers. Some examples include, wrong sized servers, inadequate bandwidth to accommodate cloud technologies, selecting the wrong software version, or trying to make software do something that it isn’t intended to do.

5. The Issue Becomes Invisible

IT assumes that everything is fine.  This could be because IT fails to follow up to verify that expectations are clear and everything is truly operating as it should.  On the other hand people might have come to the conclusion that the problem is unsolvable or that they will not get access to the resources that can help them, so they have just stopped asking for a problem to be solved.  Whatever the case, when communication drops off, so does the chances of an issue being put away.

6. Disconnect Between Technology and Business Needs

You can expect some very costly consequences when you have a disconnect between the business needs of the company and the capabilities that technology provides. This often happens when there is a lack of collaboration between IT and the management team tasked with creating the business strategy. When long and short term business objectives are not part of the decision making process regarding technology, the results can be that IT activity and investment do not ultimately add to the value that employees provide for the business.

How to Get Different Results from IT

It’s natural to think that if you make a staffing or provider change you are going to net different IT results for your company but how do you know for sure? Schedule a meeting to explore how you can get better IT results that enable your business success. Call us at 855-767-2571 or give us your contact info and we'll call you.

Topics: Better IT Results