From My Common Sense Notebook: Cut Down on Reactive IT Calls

Reactive IT is when something unforeseen happens and you must call your computer guys to fix it. Quick reaction time is a must for IT management. Like in a medical office, there usually is an amount of time built into each day to handle emergencies. When these occasions arise, however, it brings some level of disruption to both offices. At Aptica, we are always looking for ways to streamline the workflow. To that end, we are now working on a new template to illustrate ways to cut down on reactive IT calls.

Some Practices Are Captain Obvious—Or Should Be

Getting to know all the tech equipment a business uses is a big part of IT management. Once the age, condition, and usage of hardware and software are determined, it can be easy to diagnose when to plan to repair or replace. If usage is changed, especially if it is increased, then a mention of this to the IT manager can avert some future downtime. This example is a common one, but we have seen it also become a costly one.

Reactive IT Calls Are Usually About People

When we get a call that “something broke” or “something stopped”, we must come in like a homicide squad. We will ask questions about who used it last, or who last saw it working. We will ask if there were any noticeable changes in its performance. Most often we figure out that it was users who caused the breakdown. We see that people are not instructed well on how to work with software, or on the limitations of certain hardware. This is a common reason for a reactive IT call; it happens to everyone. Equipment and primary line of business software training should be a specialty when educating new employees. If certain hardware or software is moved to another department or location, let your IT manager know

Human Resource Managers: Can We Talk?

Aptica would like to be BFFs with all HR managers, or office managers, or whomever it is in a business who tracks the comings and goings of employees. New hires come in. Veterans retire. People change departments. Promotions change job tasks. Many companies have standard onboarding and off-boarding protocols for these occasions–most do not. Aptica knows for sure that there are computer changes required for all of these. If we could get an email about personnel changes, either in real-time or even before, we sure could save a lot of phone calls afterward. Just as HR considers getting the last check cut, notifying the insurance carrier, or alerting Security, there should also be an automatic notice to the IT manager.

Save Time For Everyone And Preserve Security Measures

As I mentioned, Aptica is developing a template to help our clients remember to keep IT management in the loop when it comes to computer usage and company personnel. It is our job to help you never lose a moment of productivity. If this sounds like the kind of support you need for your business, give us a call. We learn from our experiences daily and are happy to share that knowledge.

Jason Newburg, 260.243.5100, ext 2101, is the founder and owner of Aptica LLC. This IT management and support company has been serving small to medium-sized businesses for 19 years in the region that includes Angola, South Bend, and Fort Wayne, IN, Battle Creek, MI, and Toledo OH.

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