Choosing an IT support service provider is an important decision. You need to be sure that they are reliable and can get the job done quickly when needed.
During the interview process, ask about their response times. Ask how quickly they will respond to a ticket, and also what their onsite response time is.
1. Experience
Most IT support companies can handle the majority of issues remotely, but there will be times where a tech needs to come on site. Make sure to find out what their onsite support options are before signing up.
A company’s reputation and experience are also important factors to consider. Checking customer reviews and asking for a referral from a current client are great ways to gauge their quality of service.
Likewise, ask about their partnerships and the different types of software they’ve worked with. For instance, if you work with Quickbooks, it’s helpful to know that your managed service provider has experience with the program.
Lastly, look at their staffing and training. A good managed service provider will have a team of experts who can tackle all your IT needs, from help desk support to network administration. They should also have multiple certifications and ongoing education to keep up with the fast-changing industry. This allows them to offer the best possible support.
2. Reputation
When it comes to hiring an IT support provider, you want one that treats your business like a partner. They should understand that your success is largely intertwined with their own. They should also be transparent about their beliefs and outlooks.
Ask them to describe their philosophy and approach to IT support. If they don’t have a solid answer, this could be a red flag. Also, be sure that their tech support staff is properly trained and certified. Look for companies that display their awards and certifications on their website.
Lastly, be sure that they offer 24/7 support for emergencies and have a ticketing system that keeps everyone accountable. Also, find out if their after-hours fees are included in your monthly flat fee or if they will bill you separately. The best IT support providers are transparent about their pricing models and will not try to nickel and dime you for every little problem. They should also have a good track record in getting first-time fixes for issues.
3. Pricing
It is important to consider how the IT service provider will charge you before making a decision. Ask for quotes from multiple companies and understand how each company calculates their pricing model. Then, choose an IT managed services company that best suits your budget.
Some IT service providers will offer a break/fix pricing model where they charge you per incident or hour. Others may offer a monthly fixed price model where they become your IT department and handle all of your IT needs.
A monthly fixed-fee model can be more cost-effective in the long run, especially if your company requires extensive IT support services. For example, if your company is constantly running into cybersecurity problems and requires IT support to help mitigate them, then you could save a lot of money by outsourcing these IT services instead of paying for a full-time IT staff in-house. This also frees up your time to focus on growing your business and provides you with peace of mind knowing that your IT infrastructure is well-taken care of.
4. Customer Service
When choosing an IT support service provider, you want to work with people who will treat your business like a partner. Don’t let the pride in a cheap price or regurgitated promise to respond quickly get in the way of your goals.
Look for a company that has flexible communication and collaboration processes that will allow you to talk with one person to address multiple IT issues, rather than having to speak with different technicians for each issue. It’s also a good idea to find out whether the company provides help desk and onsite support as part of their contract, so you’ll have access to IT specialists no matter what happens.
Finally, ask the IT support services providers you’re considering for testimonials and reviews from current customers. This is especially important, as the internet has made it easy for consumers to share their experiences with businesses of all kinds. Inspect the testimonials to determine if they have any recurring themes.
