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Out-Of-Hours IT Support – 6 Reasons Why Your Business Needs It

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9 February 2021

Are you planning to expand your business, either domestically or overseas? Do you deal with clients and customers from across the globe, but follow the UK hours in your main office?

If you answered yes, then know that when dealing with clients from different time zones, your working hours can often get out of alignment. 

What’s more, getting the job done, offering real-time support and answering urgent matters can become increasingly difficult without proper out-of-hours IT support and management.

If you’re unable to provide your clients with the necessary IT support, they might take their business elsewhere. After all, nobody likes waiting for an hour, not to mention an entire day, for a solution.

This is where offering out-of-hours IT support can benefit your organisation.

At Redpalm, we have put together our list of the top six reasons why your business needs a 24/7/365 IT service desk.

Let’s take a look!

1. Employees Working Outside Business Hours

When you have team members from around the world, your working hours are inevitably going to be different. 

This means that even if there’s a time difference of just 1 hour, both their productivity and your bottom line could take a hit if they experience a system downtime or other IT issues outside of IT support operating hours.

Additionally, with an increase in demand for flexible working hours and shift patterns, it’s become essential for you to offer out-of-hours IT support.

While you could expand your in-house IT team for the same, the best way to go about it is to outsource IT support services to an experienced managed service provider (MSP) like Redpalm.

Get in touch with our team today and find out how we can help.

2. Customers Want Round-The-Clock Support

Traditionally, businesses have followed a rigid work schedule. However, with longer opening times, weekend hours and more flexibility, the working hour paradigm is now completely revolutionised.

In fact, organisations have realised that they have to offer round-the-clock support to customers when it’s more convenient for them.

What’s more, keeping your customers and clients happy has become a top priority for all businesses. If you fail to respond to customer issues (unless it’s intricate and requires an escalation) within an allotted time, they might end up shifting to your competitors.

For more information on how you can offer 24/7 IT services while also optimising your in-house service desk, you can give us a call today!

3. Increase in Demand for Remote Working

Alongside flexible working hours, employees are also demanding the option of remote working, either occasionally or regularly.

There’s no doubt that working remotely has several benefits like flexibility and increased productivity. However, it does come with some downsides, including a lack of connectivity and tech support.

That said, to keep your team connected whilst working from home, you need to provide them with the necessary tools and out-of-hours IT support. Additionally, you need to ensure that they’ve got easy access to your IT team and expertise should they face a network outage or system downtime.

At Redpalm, our experienced MSPs can offer professional assistance with technology procurement and other communication tools; so contact us today!

4. Take the Pressure Off Your In-House IT Team

Another reason why your business may need out-of-hours IT support is because it helps take the strain off your internal team. After all, there are only so many front-line IT issues your in-house IT team can resolve in a day.

Moreover, when you outsource some of your IT support services, you enable your internal team to focus on other business-critical operations.

To learn more about how you can find the right IT support, click here!

5. Minimises Your Overall Downtime

Out-of-hours IT support allows you to cut down on the time your business is not operational due to IT issues. This allows you to maintain customer service standards and keep your productivity levels up.

Timely out-of-hours support is crucial for companies that rely heavily on technology, For example, e-commerce websites and customer service centres. Even if you don’t run your business 24/7, it is crucial that you still maintain your presence 24/7 to preserve your brand reputation. 

Many IT support services even provide proactive monitoring and maintenance services to locate potential issues before they occur and lead to downtime. As such, this significantly increases operational efficiency and allows your business to grow more quickly.

6. Helps Deal with Urgent Issues

Not every business has an in-house IT support team to resolve technical issues and other IT problems effectively. Even if your business does have an in-house support team, they often operate only during limited business hours. However, at times, there are urgent issues that require quick support from a tech expert.

You never know when your system may crash or your website will become inaccessible due to excessive traffic. However, with the help of out-of-hours IT support you can receive reliable and timely assistance from an IT support service provider.

With an MSP like Redpalm, you can swiftly tackle any emergency IT problems and resolve them with minimal disruption to your business operations.

Contact Redpalm for Professional Out-Of-Hours IT Support Solutions

When it comes to IT support, there’s no need for you to go all in with a round-the-clock service desk. Instead, you could let the internal team focus on core hours and seek assistance from a professional IT company for out-of-hours IT support. That way, you can reduce the stress on your in-house team.

Redpalm is a Managed Services Provider (MSP) that provides you with the IT security and support you need to run your business efficiently. 

With our skilled team of experts and partnerships with a wide range of respected IT vendors, we can help you resolve all your IT challenges swiftly and with minimal downtime. 

Contact us today to partner with our IT solutions provider and offer the best possible support to your clients and customers around the world.

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