10 Simple Ways to Lower Your Computer Support Bills

By Joshua Feinberg

1. When in doubt, reboot.
Before you consider an issue a real computer support problem and call your computer consultant, always reboot first. Exit out of whatever files and programs you're working on. Then run through a Shutdown and Restart sequence to reboot your PC.

If you suspect the problem involves something hardware-related, such as a network card, modem, mouse, keyboard or sound card, go one step further. Shut down your PC. Turn the power off for a minute or so and then power your PC back up again.

2. Protect against viruses with a strong defense.
Guard against expensive emergency computer support service calls for virus-related problems. Make sure every PC, notebook and server in your office is licensed for antivirus software, has antivirus software installed and properly configured—and most importantly gets refreshed at least once every two to four weeks with up-to-date virus definitions, also known as signature files.

3. Take a hard line on unauthorized software installation.
Many end users in offices of all sizes mistakenly assume a personal computer (PC) is their personal asset and that they can install whatever software they like.

However, since installing unauthorized software can lead to enormous piracy liability, virus infections and major operating system and application instability, it's in your best interest to take a hard line with your staff and co-workers.

Make one person in your office in charge of installing and maintaining all software—period. And while you're at it, have this same person keep all software diskettes, CD-ROMs, license agreements and installation codes locked up.

4. Install power protection before you need it.
Are your computers ready for brownouts, blackouts, surges and sags? Do you have adequate surge protection measures in place? Do you have an uninterruptible power supply (UPS) fully charged up, tested and ready to go? If you answered "Not Sure" or "No", you're certainly not alone. Your computer and phone systems may be a lot more vulnerable than you realize.

Make sure every piece of sensitive electronic equipment in your office has some kind of surge protection or battery backup power. Also, regularly test your uninterruptible power supply and monitor its related software log files.

5. Learn how to use your backup/restore software and tape drive before you have an emergency.
Don't wait until your CEO inadvertently deletes a folder of important Microsoft Excel files to learn about and test your backup/restore system. By then, you'll likely be in a panic and need an expensive computer consultant service call.

Set aside time to ask questions now and take good notes. Learn how to check if your automated backup routines are running properly and if data are making it onto the tape as expected. Be sure that you can handle any required manual backup and restore procedures.

Also, add a recurring event to your electronic organizer or Microsoft Outlook calendar to test your tape backup system, at least once a month, to make sure you can successfully restore a group of files.

6. Schedule proactive maintenance well in advance and during normal business hours.
The best way to protect against emergencies is prevent them in the first place. Don't procrastinate. Schedule your computer consultant to come in and run through basic proactive maintenance. If at all possible, have this done during normal business hours, to keep the cost down and to let your computer consultant see end users in action.

Ask lots of questions and take good notes. If you believe that a picture is worth a thousand words, you may also want to capture screen shots of key configuration settings.

If you're not watching over your computer consultant's shoulder at least 25% to 50% of the time, you're probably not getting maximum value out of the visit. If your computer consultant refuses to share his or her knowledge with you, find another consultant. Knowledge transfer is just too important to your company's success.

7. Launch your Web browser to get solutions for common problems with software applications and operating systems.
For example, with popular Microsoft products like Microsoft Office and Microsoft Windows, you can search Microsoft's online Knowledge Base. This site provides roughly the same information that's used by both Microsoft support professionals and most computer consultants. Many of the major hardware vendors, such as Dell Computer also have similar computer support resources available for their products.

8. Use built-in "Help" features in your software applications.
Don't overlook integrated Help functions available in most software applications.
For example, in the Microsoft Office family of applications, you can always reach the Office Assistant from the Help pull-down menu. In many cases, pressing the F1 key on the keyboard also launches a Help screen.

9. Visit a newsgroup for free advice.
For example, Microsoft has online newsgroups where you can post questions and get answers from peers and "official" volunteers (called Microsoft MVPs). Again, many of the major hardware vendors also have similar newsgroup resources available.

10. Take notes, lots of them!
Chances are, whatever computer support problems and resolutions you tackle this week will be relevant at some point down the road. Logging computer support problems also gives you a great paper trail for documenting your most common computer support issues and challenges. In addition, the logs become a great tool for planning training programs and resolving vendor disputes.

The Bottom Line
Take these few simple steps to reduce your utilization of expensive outside computer consultants. Conserve your technology budget for high-end projects that command professional expertise. You'll be rewarded with lower computer support bills.

©2001-2003, Joshua Feinberg

To learn more, consider these AMA seminars:

• Managing IT Costs
  
• Information Technology for the Non-IT Manager

Or click here for a complete list of AMA's seminars on IT Management.

Author Bio: Joshua Feinberg is a small business technology expert, speaker, trainer, coach, columnist and author. His latest book, What Your Computer Consultant Doesn't Want You to Know (Small Biz Tech Talk Press), exposes 101 money-saving secrets of expensive techies. Contact him at (561) 642-4220 or online at http://www.smallbiztechtalk.com