"You don't know - do you?" She says this with a piercing stare and a jabbing finger - very scary. I'm sure you would agree its OK for the IT Support engineer to say that they don't know, but they will find out and get back to you. It's better that than being misled. But for some reason the techno nerds like to pretend they know everything - Mary's advice, and mine, don't!
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You must consider outsourcing IT services especially if your business simply can not perform without IT. By outsourcing, you can discuss with your tech support I.T provider Service Level Agreements or SLA so you will be sure that they support and keep your IT infrastructure maintain its high standard and be accountable if something went wrong.
Hands-on tech support I.T service is expensive to provide long term. Hint: Dell, HP and eMachine are investing millions in low-cost "over the phone" help desk support. They are not hiring as many "boots on the ground" technicians as before. This means that when you do get a problem that requires a little hands-on work, you go on a long waiting list.
How many customers does this leave unhappy. Even one is too many. By all means have your tech team help out with internal Managed I.T support uttah. issues, but only after all customer facing issues have been resolved. In the meantime an outsourced support team can do the grunt work for the rest of your staff.
All kidding aside, using a service like Oovoo is stupidly simple. You setup an account for yourself. Then you're listed in the Oovoo community as available - others can click on your listing and request to be connected. But your video doesn't have to be with another Oovoo member. You can just send an email with a link to your invitee. He clicks on the link and right away he's seeing you through his computer's browser. If he's got a video camera on his computer you're seeing him too.
Some IT companies will offer some sort of guarantee for their services. Maybe something like "if we can't reduce your IT costs by twenty percent, we'll give you a free audit." Companies that offer guarantees reveal something positive about their character. They stand behind their work, which means they take pride in pleasing you-the customer.