Slide 1Tech Support Confidential: Insider Advice on

Selecting the Right IT Support

Tech Support ConfidentialInsider Advice on Selecting the Right IT Support#13NTCsuppt

Ber YangRoger HagedornKaren Graham

Slide 2Tech Support Confidential: Insider Advice on

Selecting the Right IT Support

What is your burning question about selecting the right IT

support?

Slide 3Tech Support Confidential: Insider Advice on

Selecting the Right IT Support

1. Questions to ask before you

start

2. Overview of major options for IT

support

3. Learning activity

4. Tips for choosing a provider

5. Questions and wrap-up

Slide 4Tech Support Confidential: Insider Advice on

Selecting the Right IT Support

Getting Ready

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Selecting the Right IT Support

Options for IT Support

• Internal staff• Volunteers• On Demand• Managed IT

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Selecting the Right IT Support

Staff

Average annual salaries

Small <$1M Med $1-5M

System/network admin

$7,500 $48,200

Technician/IT support

$27,500 $33,000

IT staff to org staff ratio

Small <$1M Med $1-5M

1:24 1:54

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Selecting the Right IT Support

Volunteers

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Selecting the Right IT Support

On Demand

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Selecting the Right IT Support

Managed IT services

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Selecting the Right IT Support

  Pros Cons

Internal staff

Availability, knows your systems well, around to observe and make proactive recommendations, invested in the organization.

Less flexible to match workload fluctuation, most expensive cost of ownership, training is your responsibility/working in isolation

Volunteer

“Free”, potentially available, project work, engage people in meaningful way

Scheduling/response time, knowledge/skill level and need for supervision widely variable, can be flaky

On Demand

It’s on demand! There when you need it. Often higher level of technical expertise/resources.

Most expensive (hourly at least), unfamiliar w/your system. Focus on putting out fires. Variable budget item.

Managed IT

Regular maintenance, proactive. Knows your system. Potentially strategic. Predictable cost.

Not necessarily invested in organization. Some bundled services may not be necessary.

Slide 11Tech Support Confidential: Insider Advice on

Selecting the Right IT Support

• Questions to ask• Contract• Relationship tips

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Selecting the Right IT Support

Quiz

• What’s one question to ask before you choose an IT support option?

• Compare and contrast: managed IT vs help desk support

• Name two things that can help make your IT support relationship successful.

• Your questions?

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