Developing a Scalable Tech Support Strategy

While all of the devices and technologies in your workplace increase employees’ up-time, flexibility and productivity, they also greatly increase their expectations. Whether product design, facility inspection or customer support, employees of modern manufacturers expect their devices to be always on and working properly. It can be challenging to keep up with it all, and to know how to expand the scope of your tech support services to be both proactive and responsive to your team’s support needs.

Identify User Types & Needs

  • Define your different user types and the jobs they perform; do some of your users have need for very fast problem resolution or other special requirements?
  • What common issues can be solved by internal staff and do you have clear processes to determine when outside support services are needed?
  • When did you last conduct a cost/benefit analysis of internal and external support resources?

Weigh the Pros & Cons

Time & Money: Downtime can impact customer dissatisfaction, sales quotas, profitability, employee morale and more.

Internal Support: An on-site team can provide instant support to resolve issues, reduce downtime and get employees back to work faster. However, if unique problems occur (or if issues arise during non-office hours) downtime can be significantly longer.

External Support: While an external support team (Outsourced or Direct) can often provide more in-depth experience with varied issues, there are still downfalls:

  • Outsourced IT agency support takes on a breadth of HW and SW issues, tends to be more expensive, and may still refer to vendors & manufacturers to really solve problems
  • Direct support from PC manufacturers often focuses only on their own products, and will send your IT support staff through loops of scripted support before getting to the real issue.

Develop a Blended Support Strategy

Relying entirely on internal support teams, outsourced IT agencies or direct support from PC manufacturers all have their limitations. In most cases a blend of these resources is the optimal way to deliver great service whilst controlling costs. Outsourced IT agencies can be a valuable resource for public administrators, but we recommend minimizing use of such agencies for low-level and simple support needs.

Instead, look to augment your internal team by asking PC manufacturers if they offer prioritized support services. Typically low cost, these can free up your internal staff from administrative and low-level technical support tasks, and improve employee satisfaction, without going to outsourced IT agencies.

Questions to ask your IT equipment suppliers:

  • Ask to have only advanced technicians serving your account; those who can provide professional, unscripted diagnosis without needing to go through basic FAQs or telephone queues
  • Do they offer onsite diagnosis and repair services?
  • Could they support your most commonly used software; answering employees' basic how-to questions or assisting with hot fixes and patches
  • Demand a single point of contact for simplified end-to-end case management
Developing a Scalable Tech Support Strategy

Lots of companies are overhauling their service desks to provide a better experience for both consumers and internal users. The success of these efforts depends largely on a single factor — the people delivering the support.

Roger Nagy, Senior Technology Evangelist at Adobe


  • Lenovo's Premier Support service offers direct access to advanced engineers, bypassing basic troubleshooting. They can support a range of software applications and Lenovo hardware, freeing up your staff from routine support tasks, and at a price that's more affordable than outsourced IT.
  • With Lenovo's On-site Warranty service, if a problem can't be solved remotely, we will send a technician to your location to repair a device.