Why Working with Multiple IT Technicians Is Better for Your Business

When it comes to IT support, many clients prefer to have the same technician handle all their service tickets. This is known as "latch-a-tech," where a client gets comfortable with one technician and requests them for every issue, or they go directly to the tech bypassing our ticketing system.

While it’s understandable to want consistency, there are several reasons why this isn’t the best route.

First, IT support teams are designed to be collaborative. A well-rounded team consists of specialists with different skill sets, ensuring that your issues are handled by the most qualified person available. If you insist on having the same technician every time, you might not be getting the best expertise for your particular problem. Each tech can be better suited for different projects.

Second, IT technicians have varying schedules, workloads, and priorities. The technician you prefer might be occupied with another client, working on a complex project, or simply unavailable at the time your issue arises. If you latch onto one technician, you could face delays in getting your problem resolved because you’re waiting for them to become available. This can lead to longer downtimes and decreased productivity for your business, something no one wants.

IT issues often require quick resolution to minimize disruption. A ticket system is designed to assign the first available and most suitable technician to your case. This ensures that your problem is addressed as promptly as possible. Insisting on a specific technician can slow this process down, making it counterproductive to your business’ needs.

Additionally, relying on just one technician can create a knowledge gap within the team. If only one person knows the ins and outs of your system, and they’re unavailable, it becomes harder for others to step in and assist you efficiently. By working with multiple technicians over time, you help build a broader base of knowledge about your business within the IT team, leading to faster and more effective support.

Finally, from a strategic standpoint, IT providers want to avoid creating single points of dependency. If a client only works with one technician, the relationship becomes overly reliant on that individual. This can create challenges if the technician leaves the company or is unavailable for an extended period. By working with multiple team members, you ensure continuity of service and build a more resilient support structure for your business. 

While it’s tempting to latch onto 1 technician, it’s important to recognize that this approach isn’t always feasible or beneficial. Embracing the expertise and availability of the entire IT team ensures you get the best possible service in the shortest amount of time, keeping your business running smoothly. So, the next time you submit a service ticket, trust that the assigned technician is the right fit for the job—because, in IT support, teamwork truly makes the dream work.

If you have questions or need assistance, schedule a call with us or visit our Learning Center for more information. We're here to help!