Buyers' Guide to IT Support Services
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Modern day businesses rely on their IT infrastructure like never before. The failure of software, a PC, server or printer can not only lead to lost time but the loss of customers and revenue. Unfortunately such failures occur despite the best intentions of software engineers and network designers. Proper back-up and support for IT systems is therefore essential for any organisation which wants to minimise its exposure to the risk of systems failure. IT support services companies provide just such back-up.
This Buyers’ Guide introduces the services provided by IT support companies and provides helpful advice for making purchasing decisions. Whether you’re a small business with no in-house IT staff or a multi-national with a dedicated IT department, we aim to help you find the right IT support services provider.
IT Support Services: What’s on Offer?
No two businesses are exactly alike in their IT requirements and the services on offer from IT support companies are reflective of this. Most suppliers will offer several levels of support, back-up and maintenance cover allowing you to choose the options which fills the gaps left by your own in-house IT expertise. Of course, if you don’t have any IT staff then you can opt for a complete solution.
IT support services are made up of the following component elements:
- Helpdesk Support
This is offline support provided via telephone, email or the internet. Trained IT professionals will attempt to make a diagnosis of the problem and then, if it’s something that can be remedied easily, talk you through a solution. For software or network issues you can also allow the helpdesk operatives to remotely take control of your workstation and implement the solution for you.
- On-site Support
If you have a problem that can’t be dealt with remotely then a technician can be dispatched to make an on-site visit to diagnose and solve the problem. This might include running more extensive tests, reinstalling hardware or software, replacing broken parts or simply rectifying user error but most suppliers will guarantee resolution within a set time frame.
- Server Monitoring and Maintenance
A server not only facilitates the network on which your individual PCs operate but often also hosts the company website, facilitates the internet connection and email exchange and hosts essential databases. In other words it’s the hub of a business’s information network and connects them to the outside world. An IT support services company can continuously monitor your servers to ensure that performance is optimal, that anti-virus protection is in place, that events are logged and recorded, that there is ample disk space remaining and that server software is running properly. They can also provide additional cover in the form of regular maintenance checks, preventative measures and emergency call out assistance for when things go wrong.
- Security and Back-Up
Many businesses not only rely heavily on their data for sales and marketing purposes but also, due to Data protection legislation, need to ensure that data is stored securely. Unanticipated data loss or breaches to security can cause many thousands of pound worth of damage – even to smaller companies. IT support companies can provide regularly scheduled data back-up, business contingency planning, emergency recovery systems to ensure that when the unexpected happens you can get back to business with the minimum of disruption. Firewalls, anti-virus/spyware/malware software and spam filters help protect your network from external cyber threats while network monitoring minimises the risk from employee behaviour (both inadvertent and intentional).
While most IT support companies can provide all of the above services you’ll also be able to choose a combination of elements to suit your particular set up.
Choosing an IT Support Services Company
There are many factors to take into consideration when choosing an IT support services provider.
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Level of Coverage
This incorporates several elements. First of all, how quickly does the supplier promise to respond to your calls for assistance? Do they have different response times for emergency and non-emergency calls and how do they make the distinction? Do they guarantee problem resolution within a set time frame? If parts are required is this included in the cover or will it incur an additional charge?
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Pricing Structure
Some suppliers charge a set monthly fee for helpdesk and call-out response while others charge on a pay-as-you-go basis. You might even be offered a pre-pay system where you ‘top up’ your support each time your credit is depleted. Which scheme is most appropriate for your company will obviously depend on your anticipated IT support requirements. Try to calculate a projected yearly price to compare different suppliers accurately.
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Appropriateness
A company with only 5 staff will have different IT support requirements to a large multi-national. Try to find out who the suppliers’ existing clients are and see if your company fits in to the list. You don’t want to end up a low priority customer or with an IT support supplier that doesn’t have adequate capacity for the work you require. In the same vein check that the IT support company supports your particular hardware e.g. you might need Mac specific support.
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Experience and Credentials
Often a good sign that the IT support supplier is above board is certified partner status with a large brand like Microsoft. Not all suppliers are though so do check testimonials and references from previous clients and even company profile on sites like 192.com to check that they have a decent amount of history and aren’t likely to disappear overnight.
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Handover
If you’re switching IT support companies you might need to overlap the two services for a period to ensure coverage – especially if hardware or software upgrades are required. Check that the new supplier is comfortable with this, that they can provide enhanced support during the switchover and that they have plans in place for testing new set ups or rolling-out new systems with the minimum of disruption.
Do bear in mind that you’ll also be dealing with the IT support company face to face and over the phone on a frequent basis so choose suppliers that you and your staff can get on with. Cost is obviously an important factor but don’t let it override your instincts – in the same way that you wouldn’t want to scrimp on your IT systems you don’t want to scrimp on the support services that keep those systems running smoothly. Time taken to find the right company which provides the right level of support and which responds quickly is time you’ll quickly recoup.
