Internet-based Computer Services Company Fills Vital Gap In Many IT Companies’ Offerings With Remote Access Support
Remote Support Specialty company, i-SupportDesk, now offers partnerships with established IT companies that are looking for ways to be more competitive in a tough economy. Using cutting-edge, remote access software that allows a technician to connect to both PCs and Macs over the Internet to diagnose, troubleshoot, and repair problems on a client’s computer regardless of their location, the progressive company headed by veteran computer and networking specialist Jim Dickinson can now fill the gaps inherent in a growing IT company by completing work that can be done remotely while the company’s field technicians handle all other affairs that require a physical presence.
Partnering with i-SupportDesk can also be profitable for companies that do not have enough remote-oriented work to justify dedicating a technician to stay at the office to handle incoming remote support requests, but do have clients that need or prefer remote support. These companies can use i-SupportDesk to complete that work while their field techs remain in the field dedicated to their face-to-face business. They simply re-bill the work for their client at their own rates.
“In our economy,” said Dickinson, “small businesses have to shift a little, re-adjust, and find new ways to be competitive. They have to be flexible to survive. We are able to help with that by providing professional, remote support to their clients in a seamless fashion. The client sees their company offering new services and methods of helping them that are professional and efficient, and the IT company gets discounted rates on our work that they can mark up to their normal rates to ensure a good profit margin. It’s a win-win situation.”
Smaller IT companies often suffer from growing pains. With fewer technicians on staff than their big competitors, they can easily be overloaded and overwhelmed with work. And yet, they have to get that kind of work at a consistent level before they can justify hiring another full-time technician. Dickinson explained that remote access service help ease those kinds of growing pains by taking on some of the excess work from the company as they continue to build their business to the point they can hire another tech.
But can IT companies count on i-SupportDesk and Jim Dickinson to perform well for their clients? One i-SupportDesk partner, George Madiou, said, “Jim is one of the most creative IT professionals that we have ever used. The projects that he has worked on and initiated have all exceeded the results that we expected. His marketing skills, and customer service ability is second to none I highly recommend Jim.”
“We have positioned ourselves to be sort of an IT Company’s IT Company, if you will. We have contracts in place with other companies to offer their remote support services for any of several reasons. The company may want to expand its business offerings without assuming any costs or risks. The company may be growing and need extra support for the clients while they hire new full time staff. Or the company may be engaged in a time-consuming project with one or more of their clients, and need help making sure their rest of their clients’ needs are being addressed properly. Because up to 80% or more of the work that needs to be done on a day-to-day basis can be handled remotely, we can help IT Companies that need it by helping filling in where we are needed most.”
Remote Support has never been easier. First-time customers are given instructions to go to a generic-branded website to enter a unique 6-digit PIN number. A few moments later, the technician is able to connect to the computer. The customer must then grant permission for the technician to take over the screen and mouse. From that point on, the tech can move the mouse arrow around the screen and use the keyboard. At any time, the customer can interrupt the technician and resume control of the computer, either to show the tech where the problems is, or to end the support session and terminate the technician’s control.
While not necessary, it is typical for the technician to remain on the phone with the client during the service call. In the case of lengthy procedures to be followed the tech may offer to call the client back when the work is completed. Some work on the computer can even be completed in the background without interrupting the user’s ability to continue working on their computer.
During their initial support session, clients can also have a special icon placed on their computer screen that will allow future support to be even more streamlined. For help in the future, the user needs only to click on the icon, enter their name, phone number, and company name, and their computer will “contact” the technician over the Internet and inform him that the user needs assistance. The tech can then connect and initiate a chat with the user, and request permission to connect to their PC without the use of the website or the 6-digit PIN code.
Customer response has been very positive, says Dickinson. One happy Real Estate Broker in Phoenix, Arizona reported, “After a matter of logging on to a web site and security pass code my computer problem for a neophyte like me was a dream…providing me the time take care of my customers instead of trying to fix what the computer experts can do in an instant.”
“The software is extremely safe and secure. We can’t do anything on your computer without your authorization, but when you give it, we have enough control to solve even the toughest problems. And you can take back control at any time,” explained Dickinson.
