White Glove IT Support is a high-touch, personalized approach to technology support services. It’s a premium service that goes beyond the typical (and reactive) technology support model often offered by large IT firms. The White Glove model offers a more focused, proactive, and hands-on approach to managing and protecting a business's IT suite of infrastructure, services, and vendors.
Since its start in 1998, Roark Tech Services has remained committed to the White Glove IT Support and Services model. We carefully select those clients that guarantee our ability to supply unmatched quality, performance-focused, fit-for-purpose solutions with superior customer service. We take pride in the personal relationships we develop and understand how important trust is when it comes to IT setup and protection.
For our clients, the Roark Tech Services model translates into an ability to get a familiar voice on the phone, have a technician dispatched in timely fashion and a support team that knows the technology infrastructure inside and out. It means having the mobile number of the people directly working on the IT systems, with confidence you can call or text to reach them any time it’s necessary.
Because White Glove IT Support involves a team of dedicated IT professionals who supply a range of services that ensure IT systems run smoothly, safely and efficiently it is not a service available or appropriate for all businesses. Keeping IT infrastructure efficient, safe, maintained and scalable requires dedicated hours each month. A business that doesn’t keep an IT budget and only wants to see their IT folks when something is broken is not a candidate for White Glove Service. In fact, since White Glove service requires a personalized approach, any IT firm that offers it must limit the clients they take on. If they don’t, they are likely not able to offer the personalized solutions and support that come with a White Glove model.
There are several reasons why White Glove Technology Support is right for members of the small business community.
Small and medium-sized businesses (SMB) often have limited resources. The luxury of a dedicated IT staff with the requisite skills to support the business is simply not practical, but leaving IT support and services without a constant, watchful eye is not responsible. This is when White Glove IT Support model is a good fit.
White Glove Tech Support typically needs a higher level of technical ability than traditional technical support services. This means that the IT professionals responsible for the service often have advanced experience across a wide breadth and depth of technological solutions that supply a more advanced level of service. The experience extends well beyond pure technology and includes cybersecurity, vendor management, project management and owner representation.
White Glove Tech Support is much more personalized than traditional technical support services. This means that the IT professionals work closely with the business to understand their specific needs. Solutions are developed that are tailored to the business. This doesn’t mean bespoke software or hardware, but rather accessibility to the people doing the work to ensure any solutions put in place reflect the unique needs of the business operations. When there is consistent personalized interaction that allows the IT team to truly understand how the business works, the IT team can offer solutions unique and appropriate to the business.
White Glove Tech Support often includes on-site support when it’s needed and proactive monitoring, which means that the IT team is more involved in the day-to-day operations of the business. This type of hands-on support is often more time-consuming and requires a higher level of commitment from the IT professionals supplying the service, but the benefits to the business are without question and typically produce a smoother operating environment free of major issues.
With White Glove IT Support, the IT team actively checks a business's IT systems on and off hours to find and address potential issues before they become problems. This means a business can feel confident that the IT Team is conducting the necessary maintenance, applying the required patches and ensuring vulnerabilities are addressed.
White Glove IT Support offers solutions that are tailored to a business's specific needs. The IT team works closely with business management to understand their goals, long term plans, unique challenges and then create solutions that meet the specific requirements of that intelligence.
Training and Education
White Glove IT Support includes training and education to employees, helping them understand how to best use new hardware and software, and best practices for keeping IT systems secure. Under a White Glove service model, the IT will keep the business on track with regular training, such as cybersecurity awareness, and associated testing, such as an annual Disaster Recovery test or Phishing test.
White Glove IT Support includes on-site support, which is invaluable for small businesses that may not have the resources or ability to manage complex IT systems on their own. On-site support can help businesses address issues quickly and efficiently, minimizing downtime and maximizing productivity. IT also ensures the IT Team is familiar with the office setup, the employees and the important details that a not captured via remote support.
Because White Glove IT Support is customized to meet the needs of small businesses as they grow and evolve, the IT team is positioned to respond to the needs as the business expands and their IT needs change. White Glove IT Support helps a business navigate these changes and adapt their IT systems accordingly. The business and the IT grow together, so planning is always ongoing and accurate.
Overall, the premium service of White Glove Tech Support means it is not appropriate for every business. It requires an elevated level of ability, personalized service, and hands-on support. While this type of support is not accessible or affordable to every business, it is a valuable investment for any businesses that needs or wants a higher level of technical expertise and personalized attention to keep their IT systems running smoothly, safely and efficiently over a lengthy period.
If your business is thinking about elevating their IT Support experience and is ready for a more personalized approach to technology services, contact us to understand how our model may prove just the fit your business is looking for.