Article | Performance & Productivity

How external IT Support can help your business

The challenges faced by IT Professionals

As businesses grow, the pressure on IT departments to deliver increases. Tasked with basic technical support as well as strategic growth, teams can become over stretched really quickly. Tech professionals estimate that one in every four staff hours is consumed by basic PC-related maintenance tasks. That doesn’t leave a lot of time for strategic initiatives.

In our survey, of the 85% of IT groups viewed as centres of innovation, only 26% felt that they were delivering – due to the increasing demands of basic tech support.

How out-sourced IT Tech Support can help

Many IT teams are using external support to help deal with time-consuming PC problems – in fact, three out of four IT professionals we surveyed stated that external PC support improves employee productivity. Studies suggest 47% of mid-market organisations find these partnerships extremely valuable, and it’s a trend that will continue to rise.

The cost of IT crashes

When your network or applications suddenly break down, IT downtime can have a direct impact on your bottom line and ongoing business operations. In some cases, unplanned outages can cause a company to go out of business!

According to Gartner, the average cost of IT downtime is USD$5,600 per minute*

Another important factor is worker recovery time. Even after a problem has been fixed, it can take an average of 23 minutes** for a worker to get refocused on the task at hand, affecting productivity even further.

In addition, the time to get everything up and running after an interruption can consume up to another 84 minutes a day. The time lost to stress and fatigue can also steal another 50 minutes a day.***

Response time is vital

Lenovo Premier Support is a hugely important safety net for businesses of all sizes. Premier Support offers fast, tailored, reliable VIP treatment to both your IT staff and end users – getting your infrastructure up and running with minimal downtime and maximum peace of mind.

Learn more at Lenovo Premier Support


*Lerner, A. (2014, Jul 16). The Cost of Downtime. Retrieved from

**Pattison, K. (2008, Jul 28). Worker, Interrupted: The Cost of Task Switching. Retrieved from



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ThinkFWD is Lenovo's information series for you and other professionals in growing Australian businesses. You will find actionable ideas and explore leading trends to help improve your business profitability and IT performance.