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A Hands-On Look At Technical Support: Smart Hands vs. Certified Labor

In this ever-changing world, customers are reliant on businesses that maintain steadfast, satisfactory service. Errors in digital technology and data collection, however, can lead to a waver in the continuous stream. A commitment to maintaining seamless technical services benefits your customers and your staff by allowing them to focus on their tasks instead of IT infrastructure. When support issues occur, it is vital that your organization has technical support available. With OPTUS offering support services to keep you up and running, it is up to you to decide: Smart Hands or Certified Labor?


What are Smart Hands?

Smart hands refer to teams of technical support that are located on-site for round-the-clock operational service. These specialized technicians can quickly respond to problems arising and manage troubleshooting the issues. They can supply service for remote management, equipment installation, and diagnostics. Members of a Smart Hands team can solve technical problems before they grow into a larger problem for your company.

While members of the Smart Hands team are not always trained in specific technology, they are able to complete a wide range of complex tasks involving equipment colocation and data service. Team members are able to communicate with off-site technical assistance centers or managerial support for direct instructions on how to quickly fix the issue. The utilization of Smart Hands allocates IT infrastructure problems so that your IT team and company can focus more on tasks that grow your business. While also being labor efficient, they are also tailored to be cost-efficient by working quickly and with accuracy.


What is Certified Labor?

Certified Labor refers to certified technicians who are trained and specialize in specific technology. They may have skill sets that are specific to certain technology systems or programs, meaning that they have the knowledge to work on highly complex, niche issues. However, since these technicians are trained in their own area, they may not have the ability to attend to wider issues that occur outside their skill set.


Which one’s for me?

With such great options comes the question: Which one is best for my organization? Let’s take a look and compare.

Smart hands:

  • Quicker Response times
  • IT team relief
  • Higher Productivity for other company staff
  • Billed by the hour instead of through fees

 Certified Labor:

  • Technically certified and specialized
  • Problem specific handling
  • Billed according to work

There are several advantages that both options have based on the needs of your organization. Smart Hand technicians can be more cost effective since they can attend to a wider range of tasks. They also can contact specialized technicians for issues that they don’t immediately know how to fix. However, a certified technician with correct training would be able to fix such a specialized issue on the spot.

It’s important that your employees and IT department have the availability to work on internal data and value-adding projects. Having a Smart Hands team or a Certified Technician can strengthen the company’s technological infrastructure without sacrificing employee productivity.

If you are interested in learning how Optus can help improve your technical support, get in touch with us today.