Shared support responsibility enables reduced downtime for employees and a lower total footprint for support costs and staff. While we provide infrastructure support services, you and your staff are responsible for the end-user devices and business applications. In areas of overlap, we work collaboratively.
In the traditional PC environment employees commonly deferred to the IT help desk every time that they encountered an issue because they typically weren’t involved in picking out or setting up their device. Since hardware and software were not always reliable, organizations were more prone to issues and frequent downtime. In contrast, TechBento supports the use of best-in-class hardware and software also ensure that employees have less need to call IT for support, and when they do, a refocused help desk can encourage them to learn and grow on their own.
Leveraging documentation and meaningful support requests, TechBento promotes a user-centric support program. Most importantly, we encourage users to have a shared stake in the process and getting them to investigate issues themselves before they call for help. It also means rethinking how the help desk works. The goal of each support ticket should always be to help users solve their own problems.