The Perils of IT Support from a One-man Band
IT staffing ratio - how do the numbers stack up?
In a company of perhaps 20 people or so, many will have taken the view that staff numbers mean there is enough work to recruit an IT manager. However, what do you do before you reach this size?
Many small companies choose to engage external consultants to provide hands-on support. Often these are solo operators, one-man bands. While they may be competent and well-intentioned, there are a number of inherent problems which may prevent them from responding with the appropriate service levels you need to run your business.
No cover for absences
Solo IT support consultants also have holidays and illnesses.
Unable to contact
The solo consultant might be on the phone or - in an area with poor mobile network coverage or generally out of contact.
If your one-man band is busy with another client, then they simply can’t help you on-demand.
Solo operators are unlikely to have partnerships and relationships with key vendors
Lack of time and organisation means support activity may not be properly documented
Consultants are unlikely to have the system-wide depth of knowledge required
One pair of hands
Solo operators can't provide extra resources for projects - one pair of hands is just one pair of hands…
And what when the numbers do stack up?
If your company grows and the numbers start to stack up so you can support an internal IT role, it may not be the end of your one-man band IT support problem. It just makes the one-man band a permanent salary.
While he or she won’t have other clients to look after many of the issues listed above will still persist.
Solving the one-man band IT support problem with HTL
HTL has a depth of resource to provide complete continuity of service to cover holidays and sickness and we don’t use freelancers…
Centralised office and email systems to ensure support team are continually contactable
‘Headroom’ resourced to meet client numbers, needs, projects and known commitments
Nurtured and built enduring relationships with key vendors and suppliers
Dedicated IT support software
Uses Autotask to log and provide management and documentation of all support activity
Depth of knowledge across the team with vendor certification in many diverse areas
Another pair of hands and another…
Many pairs of hands and many heads means we have resource organisational memory to fix problems quickly