Remember that iconic moment when Homer Simpson first exclaimed “D’OH!”? It was in the episode “Life on the Fast Lane,” where Homer’s frustration boiled over. This classic catchphrase perfectly captures the feeling that people feel when dealing with a sluggish IT help desk. Every Managed Service Provider (MSP) boasts about their lightning-fast response times, but what happens when the initial relief of a quick reply turns into days of unresolved issues? In this article, we will explore the difference between fast responses and actual resolutions, the common causes of delays, and how to choose an MSP that will not leave you shouting “D’OH!” in frustration.
The Frustration of Waiting
Just like Homer in “Life on the Fast Lane,” end users often find themselves waiting around for help desk responses, tempted to escalate their ticket status to URGENT. The initial quick response might give a sense of relief, but when days pass without a resolution, that relief turns into frustration. It is common for users to feel neglected and unimportant, like Homer felt when Marge ignored him. The real issue lies in the difference between a fast response and getting the problem resolved.
The Disconnect Between Response and Resolution
So, what causes this disconnect between a fast response and a slow resolution? Often, it is due to factors like outsourced help desks, where the initial response is automated or managed by a different team. Sometimes, the tech firm might not have been completely honest about the number of engineers they have, leading to delays in addressing the issue. Poor service desk software can also contribute to inefficiencies, as can a workforce that works remotely. Additionally, poor management can lead to low morale among help desk staff, causing tickets to pile up and further delaying resolutions. These factors create a gap between the promise of quick responses and the reality of slow resolutions, leaving users feeling like Homer when he realizes his plans have gone awry.
Identifying the Right MSP
To avoid the frustration of slow resolutions, it is crucial to identify the best practices for choosing an IT consulting firm. Start by asking potential MSPs about their resolution times, not just their response times. Request to see their Network Operations Center (NOC) stats and verify that their claims align with their actual performance. If they refuse to provide this data, consider it a red flag, and run for the hills. By focusing on resolution times, you can ensure that end users will not be shouting “D’OH!” every time you need IT support.
Conclusion
In conclusion, while a quick response from an IT help desk might initially feel reassuring, the true measure of an MSP’s effectiveness is how quickly and efficiently they resolve issues. When choosing an MSP, prioritize resolution times over response times and verify their claims with real data. By doing so, you can avoid the frustration of slow help desk responses and ensure that your staff’s IT support needs are met effectively. Remember, the next time you shout “D’OH!” in frustration, think about the importance of resolution times and choose your MSP in San Antonio wisely.
David Walter is an author, speaker, and sales trainer. His claim to fame came from a cold-calling hot steak, during which he set 15 appointments a day for six months straight. He later ran a marketing call center, helping companies make millions. His book is a # 1 Best-seller on Amazon. He is now the VP of Growth at Resonant Technology Partners, a Lyra Technology Group Company.