IT systems play a critical role in every aspect of business operations, from internal communications and finance to marketing and customer service. So when a company has IT issues, it can cause significant disruption and frustration. Businesses want their IT systems to be accessible and running smoothly at all times. This is where an IT support company comes in.
An IT support company provides the necessary expertise and resources to resolve technical issues quickly and effectively. This minimizes downtime and enables businesses to focus on their core operations.
However, not all IT support providers are made equal. That’s why you must carefully evaluate potential providers and choose the one that best meets your organization's needs. Here are some factors to consider when selecting an IT support company.
Expertise and experience
Make sure the IT support provider has a team of technicians who possess a diverse range of skills and expertise across various technologies and systems. This includes extensive knowledge of hardware, operating systems, applications, networking, and security systems, particularly those relevant to your organization. The IT support company must also have a track record of diagnosing and resolving IT issues quickly and effectively.
A mature provider will have well defined processes, checklists, and procedures that they use to effectively support your organization. Ask about how the provider manages projects, if they have dedicated teams for projects, day-to-day support, account management, or other tasks that are important to your organization.
Responsiveness
Businesses cannot afford to experience extended periods of downtime or disruptions to their operations. Therefore, it's essential to partner with an IT support company that can respond promptly to any issues that arise. It’s best to go for a provider that offers 24/7 IT support so you can count on them even after office hours, on weekends, and on holidays. If there is an equipment failure after-hours, will the provider be able to come on-site to resolve issues before it causes expensive downtime?
Make sure to review the IT support company’s service level commitments and ensure that it meets your business’s specific needs. Mature service providers will be able to provide you with their Service Level Agreement (SLA) or Service Level Objectives (SLO), which will provide you guidance for level of service, responsiveness, etc. that you should expect to receive.
Communication
A reliable IT support company has multiple communication channels (e.g., helpdesk system, phone, email, and chat) that are available to clients at any time. They also keep clients informed of the status of their IT issues and provide regular updates. What’s more, the IT support provider should be able to explain technical issues in simple terms that clients can understand easily.
Scalability
As your business grows, your IT needs will also evolve. Your chosen IT support company should be able to scale up or down their services to meet your changing needs.
For instance, during periods of growth, you may need additional support to set up new systems or hire more staff. In such cases, your provider should be able to offer the necessary resources and expertise to meet your objectives. On the other hand, if you no longer require the same level of support, the IT support company should be able to adjust their services accordingly to help you save on IT costs.
Scalability ensures that you can continue to rely on your provider for efficient and effective IT support, regardless of the size or complexity of your IT environment.
Security
Today’s businesses are at a higher risk of cyberattack than ever before. Choose a partner who can provide high-quality security tools and services to help reduce risk from a cybersecurity incident. For example, ask about whether or not the provider can provide services such as Endpoint Detection & Response (EDR), if they have options for 24/7 Security Operations Center (SOC) monitoring, if they can help with implementing protections for Microsoft 365 suite of tools, and if they provide cybersecurity awareness training to help boost your “human firewalls” in your organization.
Seattle businesses can turn to Fidelis for responsive and comprehensive IT support. Our managed IT support services cover every aspect of your business technology, including technical support, business phone systems, cabling and infrastructure, and cybersecurity. With us on your side, you can rest easy knowing that we’ve got your back should any IT issue arise. Book your FREE consultation with us today.
