Tips on Project Support Services in an IT Company
Table of Contents
In this blog, we will talk about the objective, features, and parameters of project support services. Here, we will focus on the duties of a project manager and how the success of any project depends on the effective and efficient management skills of a project manager.
A project support system helps the project managers to successfully accomplish the project within the given timeframe and budget.
The fortune of any project depends on the effective and intelligent management, the task that is handled by the project manager. Also, the success of project is in its availability on time and within the budget; again, both of these are readily provided by the PSS. Project Support Service is an ability to deliver against your target by providing superior and effective client services leading to client satisfaction. The Project Support Services (PSS) help in achieving goals and aims of the company.
Client satisfaction is what it wants
Project Support Services: Aims and objectives
- Giving excellent project related administrative support services
- Having the effective communication between the clients and the project manager
- Maintaining central project records, database for regular reports and analysis
- Maintaining well sophisticated relationship and achieve double win situation
Duties:
As client satisfaction is the major concern here; following are the duties to fulfill client services which includes…
- Project fulfillment and resolution to escalations
- Solving client issues and complaints as per client expectations
- Taking timely project feedbacks and analyzing for future reference
- Overcoming hurdles and preparing to face the complex jobs that require a lot of hard work
- Taking responsibility to track monthly payments and produce monthly reports
- Organizing and managing the inbuilt system used by Project Management.
IT Support Services: Feature and parameters
It is the core responsibility of project support team to ensure that overall services offered by them are up to client satisfaction. Following are the parameters of major concern…
Client’s experience:
PSS should takes the regular feedback about the client, so as to check what client’s experience is up to. And this information is then shared with the internal team members for progress of the project
Every client is important:
Consider every client as individual and equally important by not comparing the project ideas of one with other firm
Be a query-sorter:
Each client may come up with multiple questions that can be direct or indirect. Project support must serve them as a ‘query-sorter’ and help them to meet their expectations
Deliver concrete information:
For IT support services, every bit of information should be accurate and exact. No false commitments are to be made to the client.
Be benevolent:
Communicate in a way that the client feels friendly, as it will be easy for them to explain their problem to you and it’ll positively affect the final project execution
Reports and process monitoring:
Project support prepares the monthly regular reports and hand it over to the Project Management office head.
Also ensure that all the designed processes are followed accurately by all the Project Managers throughout the project timeline. Prepare matrix of the reports created by the Project Managers and handover the same to PMO Head on timely basis.
Just a few points to remember and you can build a robust system for Project Support management that can be used as a protocol for every project and client. Do remember here that every client brings you a potential opportunity and provides you with a chance to grow faster and better.
Key Takeaways
Project Support Service (PSS) is the capacity to provide superior and efficient client services that result in customer satisfaction while meeting your aim. PSS aids in the company’s pursuit of its business objectives.
Even a project’s timely and cost-effective completion is crucial to its success; once more, the PSS conveniently backs both of these benefits.
Each client can have several queries, both direct and indirect. They need project support to act as a “query-sorter” and assist them in fulfilling their goals. So, by not comparing a client’s project ideas to those of other firms, you can treat each as unique and offer an effective solution.
FAQs on Project Support Services (PSS) for an IT Company
What do you mean by Project Support Service (PSS)?
In simple words, PSS or project support service is the ability to deliver effective client services and IT project support solutions within the time frame leading to customer satisfaction. This service helps gain customer loyalty, thereby achieving the company’s goals.
What are the roles and responsibilities of a project manager or project support officer?
The primary responsibility of a project manager or support officer is to organize, plan, and execute the project. Some major responsibilities include –
- Progress reporting and updating project records
- Managing finance, resources, and costing
- Mitigating project risks
- Problem-solving and overseeing project effectiveness
- Quality assurance
- Internal & External stakeholder management
Who is responsible for PSS in an organization?
The project coordinator, project manager, or project service officer is responsible for managing the administrative tasks and running the project smoothly. In an IT company, this may include managing deadlines, overlooking the efficiency of workflow, scheduling meetings with the team, arranging appointments, ordering supplies, and more.
What is the role of IT technical support in a PSS?
The IT technical support is responsible for managing and monitoring the computer network and systems in an organization. They provide technical assistance to the company’s staff.
What skills are required to be a PSS officer?
Some important skills that you must hold as a project support service officer are data entry, meeting scheduling, project management, customer service, procedures & processes, PowerPoint & excel, data collection, and a few more.
