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10 Tips To Choose The Best IT Support Service For Your Business

10 Tips To Choose The Best IT Support Service For Your Business

An integral part of growing a business, maintaining stability of operations and keeping customer data secure relies on having the best IT support service available. As this decision can be the difference between your business succeeding or failing, we’ve highlighted ten top tips for finding the right IT service for your business. 

10 Tips To Choose The Best IT Support Service For Your Business 

  • Comparison of available IT Providers 
  • Turnaround time relating to queries and support 
  • IT Support provisions needs to be able to grow with your business 
  • Understand what experience and resource required 
  • Make sure providers are reliable 
  • Ensure service level Agreements (SLA’s) confirmed 
  • Evaluate the providers Reputation and performance 
  • Consider the customer service levels provided 
  • Review cost 
  • Conduct relevant Due diligence on IT partner 

1. Comparing IT Providers 

The initial step when choosing an IT provider, is to compare the different options available to you. This could be a remote service or an in-person service and should be decided based on a set of already defined criteria. 

When evaluating which IT company to choose, look for providers who have a reputation for delivering a proactive approach to development and maintenance. This gives the best chance of choosing the correct provider for your business and maintaining your IT adequately. 

It’s also important to understand what services your IT provider can offer. Do they maintain both software and hardware or offer any additional security against cyber attacks? Having a comprehensive IT support service can encourage stability as it means having one provider covering your IT solution as opposed to multiple vendors that will also need to be managed. 

This article will provide some topics that require consideration when deciding on an IT solution.


2. Consider Response Time and Availability 

A key factor to consider when deciding on which IT support service is most suitable, is response time and availability. Many IT providers now offer fast turnaround times on queries and are available outside of standard business hours. 

It’s beneficial if your support service has expertise that covers all areas of your IT infrastructure as this negates the need to involve many different vendors. This will ensure your business operations are not affected Ted by IT issues. 

If your business is spread across multiple locations, having a remote service provider would be beneficial as they can manage your IT operation without having to attend physical location which can save time and money. 


3. Choose a Scalable IT Support Agreement 

As your business gets bigger, your IT support requirements may change, so it’s important that whatever solution you choose, it can expand with your business. Look for providers that offer flexible support that can be refined to your business needs. There should also be general service agreements around response times and monitoring for example. 

Assessing the provider’s track record when delivering scalable IT solutions is important. A provider that has experience and expertise of working on similar projects at similar size companies will mean they have a good understanding of the IT support needs and challenges they are likely to face. 


4. Assess Expertise and Experience 

It’s important to assess an IT support services reputation in your industry before choosing the provider. A provider’s industry expertise, experience, certifications and previous performance are all critical factors when making the correct choice for your business so it’s worth taking the time to conduct due diligence on each area.

Importance of Local Expertise 

An important factor to consider is the provider’s local knowledge. If a company is in the same geographical area, they are likely to have a better understanding of the unique obstacles and opportunities that can impact your business. Knowledge of local regulations and compliance requirements will also be extremely helpful.

Role of Qualifications and Certifications 

Another factor that should be considered is the provider’s certifications. A reputable provider should be able to demonstrate their proficiency through industry recognised certifications such as CompTIA A+, Network+ or Security+.

If providers specialise in certain technologies like Microsoft, Cisco or VMware this could also bring valuable expertise which is sure to benefit businesses who have a complex IT infrastructure.

Industry Knowledge and Experience Matter 

Although certifications are an important factor not to be overlooked, there is a lot to be said for a provider’s industry experience and knowledge. A provider who has experience in your industry can bring valuable insights, the industry best-practice and a wider understanding of what challenges you are likely to face in the industry.

Whether you operate in finance, distribution, fashion or any other industry, having a provider that can offer industry specific knowledge and experience is the best way to make sure that any unique requirements can be met in a satisfactory way for all parties.


Proven Track Record of Success 

One of the most critical factors when analysing what IT support provider to partner with is their track record in delivering successful projects or services. Finding a company that has a proven track record of delivering high-quality work, confirmed by previous client testimonials, may take some time but it will be worth it. 

A provider able to demonstrate their previous success through previous client testimonials or industry awards is a sign they have a commitment to delivering the best quality service for their client.


5. Ensure Security and Reliability 

Reliability and security of your IT systems is critical to running a successful operation. By choosing an IT company who has a proven track record of following industry best practice and delivering exceptional performance, it gives the best chance of success. It’s also worth identifying if the IT company offers other services such as disaster recovery. 

Another important topic to cover is the provider’s approach to data privacy and compliance. By complying with industry regulations like GDPR, it will provide a level of comfort that your data is being held securely and that the provider is complying with regulations. It’s also worth noting if the provider has any experience in disaster recovery and cybersecurity. 

In case of a disaster or an attack by cyber criminals, it’s important that your IT provider can maintain operations while minimising the impact of any attack.  

6. Negotiate Service Level Agreements (SLAs) 

Negotiating tight Service Level Agreements with your IT provider is another important step in choosing a vendor. An SLA is essentially a contract detailing what the company can expect to receive in terms of service. Due to the importance of these agreements, it’s a must have to include topics like response time and resolution time to name a few. 

When discussing these SLAs with providers, it’s important to clearly articulate your expectations. It’s a good chance to ensure that SLAs cover the most critical IT systems or processes. SLAs should also have enough flexibility that they can be changed to accommodate changes to IT or business needs. 

SLA’s also require to be reviewed regularly. This is to confirm that agreements in place are still relevant and can be managed adequately. They can also identify any areas for improvement and ensure all obligations are being adhered to.  

7. Consider the Provider’s Reputation and References 

An important factor to consider when choosing an IT support service is their industry reputation. Providers will achieve a good reputation in the industry if they can demonstrate a proven track record of delivering on promise. 

This will lead to positive feedback from current and previous clients, so look for those that have positive reviews and testimonials. Providers can also offer references for previous projects or services they have delivered.

Checking the resolution time of IT issues by your provider is also important. Providers that can identify and resolve issues efficiently show they have the necessary skills and expertise to provide corrective solutions while limiting interruption or downtime of the IT system.


8. Evaluate Customer Service and Support 

Providers that offer high levels of customer service demonstrate how much they value their clients. By having dedicated account managers and open lines of communication, it can ensure fast response and turnaround times to support the client the best way they can. Some providers may also be able to offer 24/7 system monitoring, as well as support teams, to help resolve any issues that may arise.

When measuring how effective a provider’s customer service is, problem-solving and the methods used is a key aspect to consider. A Proactive approach to problem-solving for example can reduce the instances in which issues arise. Providers now offer continuous system monitoring which helps identify potential issues which they will then provide solutions for. This information may also allow the provider to suggest improvements that can be made to improve your IT infrastructure.

9. Consider the Cost 

Another important factor when choosing an IT support service is the cost. Look for providers who offer a clear pricing structure, removing the possibility of any unexpected expenses in the billing process. Sometimes providers may offer a pricing structure that includes multiple ranges. It’s worth taking the time to understand your requirements to ensure you only pay for what you need.

When budgeting for your IT support service, it’s essential to consider the total cost of ownership (TCO) rather than just initial start-up or monthly service costs. These additional expenses could include things like training, hardware, software upgrades and on-going support services. Some providers may offer a package for a set price which can be beneficial in limiting the risk of any unexpected additional costs in the future.


10. Conduct Due Diligence 

Although it might be last on our list, it is by no means least. Potentially one of the most important factors in choosing the best IT provider for you is conducting detailed due diligence before going with any IT support service. 

This means reading and understanding your rights as part of the contract you are agreeing to, knowing if there are any clauses for exiting the agreement, and ensuring that in the case of termination of service where both parties agree, there are no further legal or financial repercussions.

Asking for references from your client or reading online reviews is a valuable way to see how the IT provider operates. This can give valuable insights into the provider’s level of customer service and customer satisfaction, which is of huge importance when reflecting on whether the provider can deliver on their service. High levels of customer satisfaction and positive reviews demonstrate the provider has the necessary skills and experience.

Finally, before making an agreement with any provider consider having a meeting, either in person or online, to discuss your understanding of their offering as well as how they can help support your IT needs. This will help make an informed decision on the best solution for your specific IT requirements.


An IT support company can have a massive impact, positively or negatively, on your operation so it’s essential to research providers, have a good understanding of your needs and expectations when it comes to the services required, and always remember to conduct the correct amount of due diligence before picking any provider. 

Hopefully the 10 key factors described in this article for choosing the best IT support service help you find the best provider for your business.


Frequently Asked Questions 

What is the importance of IT support in businesses? 

IT support can help identify and resolve issues with the system to prevent downtime or poor performance that can negatively impact productivity.

What should I look for in an IT support service? 

The main factors are expertise, experience, customer service, turnaround time and cost.

How do I know if an IT support service is trustworthy? 

Check industry reputation or speak to previous customers for reviews and testimonials to get an idea if the provider is trustworthy and reliable.

What is a service level agreement (SLA)? 

A service level agreement is a contract between parties which outlines service expectations on areas such as response times and first-time issue resolution.

Is it worth outsourcing IT support? 

Depending on the size of your organisation it may be beneficial. For small or medium organisations, outsourcing may be a faster and more effective way of monitoring your IT system as you have access to industry knowledge and expertise which can reduce cost and allow resources to be used in other ways.



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