Purchasing Resources for Web-Based Help Desks

Tech Support Services for Small Business

How to make sure you have the computer support you need, when you need it
By Daniel Kehrer, Founder & CEO BizBest Media Corp. When you run a small business and don't have your own in-house "techie," finding good tech support can be frustrating. Just locating a phone number is a challenge. Tech companies actively discourage support calls (costly to them). And if your problem involves multiple software, hardware or service brands, the support person you get on the phone may point a finger elsewhere. Many manufacturers now charge for support. Another way to keep your tech in tune is via subscription tech support centers that cater to small business and home office. They aim to fix problems and don't care who makes the hardware or software. You can also hook up with an independent consultant to fix problems "as-needed" or call one of the tech support franchises that are flourishing. Tech support services can:

1. Provide 24/7 tech support by phone, live chat or e-mail for PCs, Macs and peripherals of all kinds, plus onsite repair.
2. Help you set up systems, solve computer or software problems quickly, or give an employee tips on using business software.
3. Deliver automated diagnostic and system maintenance tools, business software support and more.
4. Take over operation of your computer remotely to help diagnose a problem and facilitate repairs.
5. Answer your questions on computer-related issues, from apps to hardware-software conflicts.
6. Help with networks, routers, servers, Web design, business applications, anti-virus, wireless networks and intranets.

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Locate a qualified IT technician quickly

You can find local tech pros by category or location easily online.
Try: A great place to find a qualified local tech pro who can help your business is OnForce, an online marketplace for IT and consumer electronics service professionals. From software and hardware installations, to ongoing IT support, PC or printer repair, POS service and VoIP support, OnForce offers access to some 11,000 IT professionals operating in virtually every zip code in America, encompassing more than 200 certifications. As an added benefit, the site lists recently completed work orders, including location and service fee.

Sign up for quick and easy subscription support service

For a flat fee, your business can get all the tech support it needs.
Try: Ask Dr. Tech, one of the leaders, offers 24/7 tech support by phone, live chat or e-mail for PCs, Macs and peripherals of all kinds, plus onsite repair. Special support plans for business are available. TekOnline, Speak with a Geek and Support Freaks also offer tech support services.

Call in the Geek Squad

They are focused solely on computer and network support, with flat rate pricing for carry-in, on-site or emergency service for everything from setups to upgrades.
Try: Geek Squad offers online support and also makes on-site calls in certain cities. Geek Squad's 24 Hour Computer Support Task Force was established to protect society from the assault of computer technology gone awry. (That, and to give them something to do, since they can't land dates.)

Get instant technology relief

One of the newest online computer support entries promises "instant technology relief" and claims to have patented remote access software that's been proven and deployed to millions of PCs at companies such as ADP, Bank of America, BellSouth and others.
Try: Support.com's goal is to help small business and home office users fix any computer problem simply and easily, including software or operating system bugs, network trouble, spyware and virus elimination and general troubleshooting. You can also call (800) PC-SUPPORT.

Hire your own IT consultant

Services that help small businesses locate IT support have blossomed.
Try: The Independent Computer Consultants Association (ICCA) is a national not-for-profit group with a free feature that lets you search for tech consultants in your area or by special skills. Or post contract opportunities on the site. Rent a Geek is an online clearinghouse for locating freelance computer consultants and consulting companies.

See if Bill Gates can help

Microsoft has a traveling tech support road show for small business.
Try: Microsoft has created a series of free IT solutions events for small business that it puts on in cities across the country.

Offer online tech training to employees (and yourself)

The e-learning field is electric with good tutorials you can order or view online. Some basic help is available free, though you can expect to pay $20 to $100 or more for the best training courses.
Try: Tutorials.com is a specialist in desktop and Web-based tutorials for learning Microsoft Office, plus a variety of business skills, such as sales, writing and human resources. World Wide Learn is a massive Web-based directory of online training courses, including many for small business, offered by educational institutions, companies and individuals worldwide.

• Make your outside tech person an extension of your business - someone you want to develop a long-term relationship with.
• Look for a tech consultant who does this full-time for you and other clients - not someone with another job who dabbles in computers on the side.
• Before hiring, develop a detailed list of your needs, the desired results and how you want the person to work (part-time, on-call, project basis, etc.). Talk to the consultant in person. Look for someone who understands your business and can explain what he or she plans to do in plain English.
• Experience with businesses of your size is vital. Someone who works mainly with mid-sized firms may not be familiar with the best solutions for you.
• Consider whether you need an IT "generalist" - someone familiar with all types of tech from fax machines to DSL and office software applications - or a specialist in an area of key need such as e-commerce or Web sites.
• Designate someone internally to be your point person on tech matters. This individual can resolve many of the simple issues without calling in the consultant.