Tech Support – are you getting the support you need?

April 5, 2012

Hosted Cloud Services

Tech SupportWith all the new technology available today, iPads, smartphones, cloud services, software as a service and a parade of new hardware, software, patches and updates, including new releases of our old beloved favorites like Microsoft Office, it is not surprising that many companies are having troubling finding the right technical support staff. In fact, it has become such an issue that many companies report not being close to having the staff they need to handle important IT tasks and to man their help desk.

Many potential candidates can talk the talk, but it seems they cannot back them up. Technology is everywhere, and they have used some of this new technology on a personal level, but when it comes to the enterprise they are clueless.

CompTIA just released their latest findings, which surveyed 502 U.S. technology and business managers between December 2011 and January 2012. The company also spoke with hundreds of managers in several other countries around the world to bolster its findings. Here is what they found:

  • A whopping 93 percent of respondents told CompTIA that there is a general skills gap in IT between “existing and desired skill levels.”
  • According to CompTIA, close to 60 percent of respondents say that their employees’ corporate IT skills are only “moderately close or not even close” to where they should be.
  • The skills gap is hurting business. In fact, 80 percent of respondents said that they could cite at least one place where business was impacted by it.
  • According to CompTIA, 41 percent of respondents said that staff productivity was negatively affected by the skills gap.
  • Furthermore, 32 percent of those surveyed said that the skills gap caused issues in customer service and engagement.
  • More than three in 10 respondents said that security was negatively affected by the IT skills gap.
  • Nearly half of all the respondents said that it was due to IT workers being unable to stay current with all the skills they need to do their jobs effectively.
  • Cost is also involved, with 43 percent of respondents saying that their IT efforts are falling short because of a resource gap.
  • Even so-called educated IT employees will have a hard time in the office, according to 39 percent of respondents, because the skills they learn don’t necessarily translate to the real world.
  • There is a glimmer of hope, however: 57 percent of respondents say that they’re currently working on fixing the IT skills gap.

We are seeing similar results with our clientele and customer base. We are fielding calls from companies with specific IT needs where their current support staff is not sure how to handle the issue. We have also talked with companies who do not have a tech support team period, they felt that the regular employees were technical enough to handle most problems that pop up only to find they are greatly mistaken. Often times this leaves them in a frantic scramble to find a tech company to fill-in the gap.

I am interested in hearing from you. Do you see similar results? Is your company’s tech support personnel missing some important skills, if so – I’d like to hear from you.

If you would like, we provide a Free Technical Assessment, this can be beneficial to new and startup companies that are not sure where to start.

Raven Cloud Computing offers: Cloud Computing | Online File Storage | Hosted Exchange | Cloud Desktops | Cloud ServersVOIPSupport

About Barry Bestpitch

Barry Bestpitch has helped a wide range of businesses launch, re-brand, and flourish. Barry has worked in various business development , marketing positions and executive staff positions, he is experienced in all media and in small and large scale marketing. He is strong at writing business plans and proposals as well as aiding with your funding search. Barry has acted as a coach and mentor to many business owners and executives.

View all posts by Barry Bestpitch


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