If you make the decision to outsource your technical support, you then have an even harder choice to make – which support company do you go for?
There is a plethora of IT support companies out there wanting your business, but you need to be sure that the one you choose is suited to your requirements and able to provide the service you need, when you need it.
Keep it local
The chances are your IT support company will need to visit your business premises on occasions to fix physical problems. So the closer they are to you, the better. Most IT companies target their business within an hour’s drives of their offices, so look within this radius when compiling a list of potential suppliers. Some of the bigger companies will have engineers out on the road meaning they can get to you quickly if there is a problem.
Needs must
The first step to ensuring you choose the best IT company for your needs, is to compile a list of your support requirements and any additions or changes you want to make to your existing infrastructure.
Compile a list of your support requirements and any additions or changes you want to make to your existing infrastructure
If you are starting from scratch, list the number of desktops and laptops you will require, any specific software you will need and any ideas on additional hardware you might want such as printers, scanners and other peripherals.
Think about the way you will want to work – will you want to work the option to work from home for example? What about telephony – would a traditional system best suit your needs or would the flexibility of IP telephony be more useful to your business? Will you need mobiles; which network, how many and what type of handset – smartphone or traditional?
You don’t need to get too technical here, as a good IT company will give you honest advice on the best set up for your requirements, but you should have an idea of what you are looking for so that you have a framework against which to judge your contenders services.
Consider the level of service you might require for your support. Would telephone support be enough, or would you want engineers to attend your premises to resolve issues on-site? Obviously an on-site level of support will cost you more on a monthly basis, but could save you money in the long run as call outs on a telephone only support contract could prove costly.
One-stop shop
It might make things easier further down the line if you can find one supplier who is able to deal with all aspects of IT within your business. If you require a reliable telephone system, dependable broadband and a solid data backup system on top of your IT support, it will probably be more cost effective and cause you less heartache down the line, to find one supplier that can cover all of these areas.
Some companies will specialise purely in support, whereas others offer a more varied mix of skills with engineers qualified in a range of expert areas such as virtualisation, cloud computing and telecoms.
Think carefully about where you business is going, what you are likely to need both now and in the future, and find a support company with the flexibility and expertise to grow as you do.
Ask the right questions
Once you have your list of likely candidates to approach, you need to be ready with your questions. All good IT support companies should carry genuine accreditations from relevant bodies.
Look for a Microsoft Partner and always ask which area they hold competency in. Microsoft competencies range from Hosting and Virtualisation, to Desktop and Volume Licensing, and any Microsoft Partner worth its salt will have taken a series of exams to specialise in one of these competencies. Other accreditations could include Cisco or Avaya for telecoms specialists, and if you are unsure of the legitimacy of a company’s qualifications, contact the relevant body directly.
Ask your chosen shortlist to provide references for companies of a similar size to yourself and make sure you check them out. Be strict, and ensure that all your questions are answered and all the requirements you have listed are met in full by your chosen supplier.
Choosing the right IT support company crucial. You may have to rely on them in a crisis, and will have to depend upon them on a daily basis to keep your systems running. So do your research, put them through their paces and make sure you are completely happy with the choice you have made before you sign a contract.
If you are at all unsure, ask your chosen supplier to work on a monthly basis until you have built up a comfortable level of trust, as any confident support company should be happy to accommodate you.
