IT Support

Are you getting the most out of your IT support?

Here are some tips on how to asses your current IT provider and some of the important questions you should be asking yourself to make sure your MSP is working for you.

VISCREO director speaking to IT client

IT Support

13 Mar 2024

4 mins

In a day and age where IT is the backbone of your business, it’s now more important than ever to make sure you are partnering with the right Managed Service Provider (MSP). Not all IT companies are built equally. Here are some of the ways you can asses if you are getting the most out of your IT provider and you should consider making a switch to VISCREO:

How long do you have to wait?

Do you often spend a lot of time waiting to speak to someone or having to constantly chase up on the status of a ticket? If these are a common occurrence, you should ask for a review meeting with your IT team to discuss why this is happening. In some cases, this could be due to employees not following proper procedures, however, these sorts of issues oftentimes require a review meeting to help manage expectations.

How we can help

99% of our support issues get closed on their first call. All our customers get instant access to a member of our support team at any time of day through call, email or WhatsApp. We have procedures in place to never let tickets fall through the cracks and will always follow up with users to coordinate a suitable time to deal with their ongoing issues.

Is your MSP proactive?

A big difference between a good IT team and a great one is how proactive they are in their approach to managing support and customer service. In regards to support, you should be using an IT team that is proactively checking the health of your infrastructure and is providing routing maintenance.

From an account management perspective, your IT team should be providing you with a transparent overview of staff feedback, ticket statistics, and costings.

Why VISCREO is different

We actively monitor all devices under our control and receive actionable reports on device & account performance so that we can rectify them before they become problems for your business.

On top of this, many of our customers benefit from regular in-person meetings where we go through staff feedback and make sure their tickets are being handled in the agreed timeframes. We try and maximise the service you pay for at every step of your journey with VISCREO.

Is your IT bill growing out of hand?

Have you noticed your IT bill increased dramatically but haven’t hired much staff recently? It’s time you stepped back and performed a comprehensive audit of your IT spending. An unfortunate common practice in the industry is to upsell customers at every step of the way. Over time, this could lead to you paying excessive amounts of money for your IT.

A great way to look at this would be to ask for a detailed breakdown of each service you are paying for and match those up with the amount of devices/staff you have. You may find that you are still paying for licenses that you no longer need.

Another great thing to ask for is a per-employee cost breakdown. This is a great way to properly understand where each cost is going and allows you to better financially plan for taking on more staff.

How we can help

We provide a live cost analysis tracker to all of our customers. This helps them better understand how much they are actively spending on their IT but also predicted spending over the next 12 months. Customers can adjust their own parameters to account for staff leaving/coming on board.

Gather employee feedback

Oftentimes, it’s your general office staff that have to deal with the most IT problems, typically because of how much time they are spending on IT equipment in a day. It’s important to listen to the backbone of your company to find out just how much time they are spending dealing with technical issues. You should ask yourself (and perform staff surveys):

  • Do you know how often they have to contact your IT team?
  • How long do they spend waiting on the phone?
  • How do they feel after speaking to your IT team? Annoyed? Frustrated?

Gathering company-wide answers to these sorts of questions can help paint a more realistic picture of how your MSP is benefiting or damaging your business.

What you can do

Finding the right IT support company to partner with can take time. If you are looking for a switch or get an independent insight into how your IT is running, get in touch with one of our team members today to get started on your journey to IT excellence!

Drop us a message, give us a call on 02382 444 386 or send an email to