7 things to consider when choosing an IT support supplier_

Businesses of all sizes rely heavily on technology to operate efficiently, stay competitive and scale effectively. But managing IT infrastructure in-house can be complex, costly, and time-consuming, especially for organisations without dedicated technical teams. That’s why more and more companies are turning to outsourced IT support.

Outsourcing IT isn’t just about fixing computers when they break. It’s a strategic decision that can unlock access to expert knowledge, round-the-clock support, enhanced cybersecurity and scalable solutions tailored to your business needs. However, not all IT support providers are created equal. Choosing the right partner can make the difference between seamless operations and constant tech headaches.

In this blog, we’ll explore the key factors to consider when selecting an IT support supplier, so you can make an informed choice that supports your business goals today and into the future.

1. Range of services offered

Not all IT support providers offer the same breadth of services. Some may focus solely on reactive support, while others provide proactive monitoring, cybersecurity, and strategic IT planning.

Key considerations here include:

• Do they offer 24/7 monitoring and support?
• Are cybersecurity services included or available as an add-on?
• Can they support cloud infrastructure, remote work setups, and hybrid environments?
• Do they provide IT consultancy or strategic planning?
• Are software updates and patch management part of the service?
• Can they scale their services as your business grows?

2. Reputation and experience

When choosing a IT Support provider, one of the first things you should concentrate on is credibility and reputation within the industry.

Here are some key considerations:

1. How much experience do they have? Have a look at their case studies.
2. Do they have a good reputation? Check their Feefo or Trustpilot reviews
3. Ask for references – they should be able to quickly supply the contact details of 2-3 current clients you can contact.
4. How long have they been established?
5. Industry partnerships – are they certified with any leading suppliers?

Although smaller IT support suppliers may be cheaper overall, they won’t necessarily have the same experience or resources as an established larger provider that can offer partner discounts on hardware and software.

3. Security

The GDPR continues to be a hot topic. The GDPR has now replaced the Data Protection Act of 1998 and affects all businesses sizes. The fines businesses could face in the event of a cyber attack, if found they were noncompliant, are reported to be 4% of annual global turnover so compliance is paramount.

IT support suppliers offer varying levels of IT security services. You want to be confident of your supplier’s ability to implement and manage a wide range of industry standard security measures.

Here are some considerations:

1. Do they have GDPR-certified consultants?
2. What cyber security protection would they recommend for your business?
3. What cyber security accreditations do they have themselves?
4. What other clients have they carried out IT consultancy for?

4. Business requirement fit

Ensuring that you find an IT support supplier that can meet your specific businesses requirements is essential, not just for now but also your future aspirations and expansion plans. Monthly cost should not be the primary factor when choosing your provider.

Here are some things to consider:

1. What size is the provider? Is their service desk large enough to facilitate the needs and demands of your employees?
2. Where are they based? How fast can they get to your office when on site assistance is required?
3. What level of remote assistance do they provide?
4. What hours do they provide IT support? Is it just during normal business hours or do they also offer a 24 hour service for those times of need?
5. Does the proposed level of IT support suit your requirements?
6. What is the average response time and do they have an escalation procedure if things go wrong?

5. Contract flexibility and pricing transparency

Understanding the terms of engagement and how pricing works is essential to avoid hidden costs and ensure the service meets your needs.

Key considerations here include:

• Are contracts flexible or locked in long-term?
• What’s included in the base price, and what incurs additional charges?
• Are there onboarding or setup fees?
• Can you scale services up or down without penalties?
• How often is pricing reviewed or adjusted?
• Is there a clear breakdown of costs in the proposal?

6. Support ticket logging process

All IT support suppliers operate using various ticket logging systems. Some require a call to the office and others email. You will find that the larger providers have their own customer portals where customers can log and monitor support tickets.

The ticket logging process can be the decider when choosing your provider. Seeing as this is the most frequent method of communication you’ll likely have with them.

Key considerations here include:

1. Are you put into a call queue if you log a ticket by telephone? What is the average wait time?
2. How else can you log a support ticket?
3. Do they have a client portal? Have you seen a demo?
4. How do their support calls get prioritised?
5. Are the call handlers experienced IT engineers?
6. What is the average monthly first contact fix rate?

7. Your Account Manager

Getting to know your potential Account Manager is imperative, assuming you have one in place. Some smaller IT support companies may not offer account management.

Here are some things to think about:

1. Do they carry out quarterly and annual reviews?
2. How can you contact your Account Manager?
3. Are there any performance reports available for senior management and how can you access them?

An IT support provider you can trust

Working with an IT support supplier who fits your business needs and has the expertise required is key to driving successful business performance – both now and long-term. That’s why it’s so crucial to work with a partner you’re confident in.

With over 20 years experience in IT, our carefully designed packages suit your company’s specific needs. Each includes a fast response time (1 minute on average), unlimited remote support by knowledgeable experts, a dedicated account manager and adherence to compliance standards, including ISO 27001. We also offer flexible contracts to address different requirements and budgets – from total IT management to becoming an extension of your existing IT team.

And it’s not by chance that, for the past 3 years, we’ve won Feefo awards for delivering customer service excellence. Our commitment to customer service has been reflected in the quality and efficiency of our work.

Find out more about our IT services and book a call.