Most businesses don’t start looking for a new IT support provider on a quiet Tuesday when everything is working perfectly. The search usually begins because support is taking too long, the same problems keep coming back or the business has reached a point where managing IT internally no longer makes sense.
The difficulty is that many providers can look similar on paper. They offer helpdesk support, monitoring, cyber security and cloud services. So how do you work out which one will be right for your business?
It helps to look beyond the service list and think about what the support will be like once you’re relying on it every day.
To help you narrow down your options, we’ve picked out five areas worth asking about. They’ll give you a much better idea of how each provider works and whether they’ll be a good fit for your team.
A service that fits your business
Before recommending a package, an IT provider should want to know how your business works.
How many people need support? Do they work from one location, from home or a mixture of both? Which systems do you rely on? Are there any recurring problems that are already taking up too much time?
You may want to outsource all your IT, or you might only need support in certain areas. Either way, the provider should explain what is included and where additional charges could apply. Nobody wants to discover later that setting up a new starter, visiting the office or helping with a particular system sits outside the monthly fee.
Think about where your business is heading too. Your IT requirements may change if you recruit more people, move premises or replace an important system. The support package should be able to change with you rather than becoming another thing you outgrow.
Supportwise keeps its managed IT support packages straightforward, so businesses can see what they’re getting and choose the level of support that suits them.
A helpdesk your team will actually use
Good helpdesk support isn’t only about how quickly the phone gets answered. It’s about what happens next.
Your employees should know how to ask for help and feel comfortable doing it. Once a request has been raised, they should receive updates without having to chase. If an issue takes longer to fix, somebody should take ownership and keep the person affected informed.
Ask how requests are logged and prioritised. A forgotten password shouldn’t be treated in the same way as a problem that has stopped the whole team from working. It’s also worth checking whether you can view open requests and see what progress has been made.
Be careful with promises of fast response times. A response may simply mean that your request has been acknowledged. Find out how the provider deals with urgent problems and what service levels are included in your agreement.
The people providing the support matter as well. You want a team that can explain what has happened in a way that makes sense, without making anyone feel awkward for asking.
Find out more about how Supportwise provides friendly IT helpdesk support.
Support that prevents problems where possible
Some IT problems will always arrive without warning. Plenty of others can be spotted early or avoided altogether.
A good provider shouldn’t spend all its time waiting for something to break. Regular maintenance, updates and monitoring can pick up many issues before they cause wider disruption. It also helps stop small niggles from becoming accepted as part of the working day.
Cyber security should be built into this approach. Ask how devices and accounts will be protected, what is monitored and how suspicious activity is handled. The provider should also be able to advise on sensible access controls and ways to reduce risk across Microsoft 365.
Backups need more than a tick in a box. It’s important to know which data is protected, where it is stored and whether the backups are being checked. Most importantly, there should be a clear process for restoring your files and systems if you ever need them.
Supportwise provides managed backup and disaster recovery services to help businesses protect their data and recover without unnecessary delays.
Advice for what comes next
Your IT provider will learn a great deal about your business over time. They’ll see the systems you use, the problems your team encounters and the areas where technology is making work harder than it needs to be.
That knowledge should be put to good use.
Perhaps an old server will need replacing within the next year. You may be paying for software that no longer suits the business, or planning to recruit more people without knowing whether your current setup will cope. Your provider should raise these points early enough for you to make a considered decision.
This doesn’t mean recommending a major project every few months. Sometimes the right advice is to keep what you have for now. What matters is having someone who can explain the options, help you set priorities and make IT costs easier to plan.
Supportwise’s IT strategy services help small businesses work out what needs attention now and what can wait until later.
People you feel comfortable working with
Your IT provider will become part of your wider team. They may speak to almost everyone in the business, from somebody starting their first day to the person making decisions about future investment.
Technical ability is essential, but the relationship matters too. Look for people who listen properly, communicate clearly and take responsibility when there’s a problem.
Reviews and case studies can give you a feel for how the provider works with its existing clients. Experience with businesses of a similar size can be particularly useful, as their needs may be closer to your own.
Location may still influence your decision. Most everyday support can be delivered remotely, but there are times when an engineer needs to visit. If onsite support is important to you, check which areas are covered and whether visits are included in the package.
Price is another part of the relationship. You should know what you’ll be paying each month and understand what could change that figure. Supportwise offers clear IT support pricing, including the option to build an estimated package online.
A few warning signs to look out for
Pay attention if a provider recommends a package before asking much about your business. Vague answers about response times, security or backups should also prompt more questions. You may want to think twice if it’s difficult to understand what the monthly fee covers, or if the conversation feels focused on selling products rather than solving the problems you actually have.
Above all, trust your impression of the people you meet. If communication is hard work during the sales process, it’s unlikely to become easier when you need urgent help.
Finding the right IT support provider
The right provider should make your working day easier. Your employees know where to go when they need help, important systems are properly looked after and you have someone to call when the business is considering a change.
Take your time and ask plenty of questions. A good IT company won’t mind. In fact, they should welcome the chance to explain how their support works and make sure the service is a good fit on both sides.
Supportwise provides friendly, reliable IT support for small and growing businesses across Wiltshire, Gloucestershire and the surrounding areas. We get to know your business, look after your day-to-day technology and help you make sensible plans for the future.
If you’re thinking about outsourcing your IT or changing provider, speak to our team. We’ll listen to what you need, talk you through the options and keep the conversation refreshingly straightforward.