You know that feeling when your computer starts acting weird and you have to call for IT support?
Most people have no idea what happens on the other end.
Today I’m going to walk you through exactly what happens at Raxxos when someone calls our Langley & Surrey managed IT services team with a problem.
This is the real process, from start to finish.
The Call For IT Support Comes In
Let’s say Sarah from accounting at a Surrey, BC manufacturing company calls because her computer is running super slow and she can’t open Excel. She’s frustrated because she has a deadline in two hours.
Our phone system at our Cloverdale, Surrey office immediately shows us who’s calling. We can see Sarah’s name, her company, what computer she uses, and her recent ticket history, and even company-wide ticket history, before we even pick up.
This is part of what makes our IT support team so efficient – we already know your setup and history before the conversation starts.
The first thing our technician does is listen.
Sarah might say “my computer is broken” but we need to figure out what’s actually happening. Is it slow to start up? Freezing when she opens certain programs? Blue screen of death?
We ask specific questions that might sound basic but they help us narrow down the problem fast…
- When did this start happening?
- Is it happening with all programs or just Excel?
- Did anything change recently – new software, updates, anything?
- Can you still access your email and internet?
Each answer eliminates whole categories of possible problems.
The Ticket Gets Created
While we’re talking to Sarah, we’re already creating a support ticket in our system. This is how we make sure nothing falls through the cracks.
The ticket includes:
- Exact description of the problem in Sarah’s words
- Her computer specs and network information
- Priority level based on how this affects her work
- Initial troubleshooting steps we want to try
We also check if other people at her company have reported similar issues. Sometimes what looks like one person’s computer problem is actually a server issue affecting everyone.
This systematic approach comes from our founder Kelly’s background working with major Langley and Surrey based dealership groups like Wolfe Auto Group and Trotman Auto Group. In those fast-paced environments, when technology goes down, it’s very expensive.
Every minute counts, so we can’t afford to be random with our approach.
Remote Access and Quick Checks
Most of the time, we can connect to Sarah’s computer in Surrey remotely while she’s still on the phone from our Cloverdale office.
We start with the obvious stuff first. Is her computer actually slow or is it just Excel that’s being weird? We open a few other programs to test.
We check her available memory, see what programs are running in the background, and look for any error messages she might not have noticed.
Most of the time, we find the problem in the first five minutes. Maybe Excel has been running for three weeks straight and just needs to be restarted. Or there’s a Windows update that downloaded but never finished installing.
When It’s Not That Simple
If the quick fixes don’t work, we move to deeper troubleshooting. This is where having access to professional tools makes a huge difference.
We can see her computer’s performance over the past week. Did something change on Tuesday that started causing problems? We can literally see when the performance dropped.
We check the event logs – these are like a diary your computer keeps of everything that happens. Most people don’t know these exist, but they tell us exactly when something went wrong and often why.
Sometimes we need to run diagnostic tools that take a few minutes. We explain what we’re doing so Sarah doesn’t think we just disappeared.
The Fix (Or The Plan)
Let’s say we find that Sarah’s hard drive is starting to fail. The computer isn’t broken yet, but it’s going to be soon.
We have a choice here. We could just restart her computer and tell her it’s fixed. It would work for maybe another week or two.
Instead, we explain what’s happening. Her hard drive is wearing out and needs to be replaced. We can do it over the weekend so she doesn’t lose any work time.
We help her back up her important files right now, just in case. We also set up a temporary fix so she can finish her Excel project today.
Documentation and Follow-Up
After we hang up with Sarah, the work isn’t done.
We update the ticket with exactly what we found and what we did to fix it. If another technician needs to help Sarah next time, they can see the whole history.
We also flag her computer for that hard drive replacement. Our system will automatically remind us to order the part and schedule the work.
If this was a complex problem, we might set a follow-up reminder to check with Sarah in a day or two. Make sure the fix actually worked and she hasn’t had any other issues.
Why This IT Support Process Matters
You might wonder why we don’t just tell everyone to restart their computer and call back if it doesn’t work. Some Langley & Surrey IT support companies do exactly that.
The difference is that our proactive managed IT services approach means we’re trying to solve the actual problem, not just make the symptoms go away for a while.
When Sarah called about her slow computer, we could have just restarted it. The computer would have run better for a few days. But then her hard drive would have failed completely on a random Tuesday, and she would have lost all her work.
What You Can Do To Help
The better information you give us upfront, the faster we can fix your problem.
Don’t just say “my computer is broken.” Tell us exactly what you were doing when it stopped working. Were you opening a file? Printing something? Installing an update?
If you see any error messages, don’t just click “OK” and forget about them. Take a screenshot or write down what it said.
And please don’t restart your computer before calling us unless we ask you to. Sometimes the error messages or symptoms help us figure out what’s wrong.
The Human Side Of Our IT Support
Here’s something most people don’t realize… we actually want to solve your problem as much as you do.
When someone calls frustrated because they can’t get their work done, we feel that pressure too. We’re not just checking boxes or following scripts.
We know that Sarah has a deadline in two hours. We know that when the computer in the reception area stops working, patients start getting upset. We know that when the server goes down at a Langley, BC auto dealership, the whole sales process basically stops.
This understanding comes from our years of providing helpdesk support to businesses throughout Surrey, BC and Langley, BC – we’ve seen how technology problems affect real business operations.
That’s why we ask all those questions and take the time to figure out what’s really wrong. Because a five-minute fix now is better than a five-hour emergency repair next week.
What Happens Next
After Sarah’s call, her ticket stays open until we’ve completely resolved everything. If we need to replace that hard drive, we’ll schedule it and follow up.
We also add what we learned to our knowledge base. If someone else calls with the same symptoms, we’ll be able to fix it even faster next time.
Sometimes we’ll notice patterns too. If three people call about slow computers in one week, maybe there’s a bigger issue we need to investigate.
The goal isn’t just to fix individual problems. It’s to keep your whole technology system running smoothly so you can focus on your actual work.
When you call Raxxos for IT support, you’re not just getting someone to restart your computer. You’re getting a whole process designed to actually solve problems and prevent them from happening again.
That’s what you’re paying for with our Langley & Surrey managed IT services, and that’s what makes the difference between good tech support and just okay tech support.
