8 Key Things to look for when choosing an IT Support Company

by Jeandre de Beer

What to look for in an IT Support Company.

IT has become an integral part of our daily lives. Can you remember the last time your computer or server was down? Your stress levels seem to rise quickly just thinking about it.

Many times people will comment that they are not really sure what to look for when deciding on which IT Support Company to use.

There are so many choices – these days it seems like every second person say they can fix computers, but can you make such an important decision by just taking someone’s word for it?

So what are some points to consider before appointing an IT Support Company?

 1. Testimonials

If you know of someone that has used a computer repair company and had a good experience then that’s a good starting place.  While it won’t guarantee you will get the same service it’s better than choosing a company at random.

 2. Physical Business Address

Reputable IT Support Companies will always have a physical business address from where they operate. Be very cautious about trusting a single person doing support from their home.

Having an established business address gives you the peace of mind that the company is not a “fly by night” operation that is only there to make a quick buck and then leave you stranded when it comes to your warranty period.

Think about this – you decided to go for the more expensive hardware option since it carries a three year warranty, but what will that warranty be worth if the company that you purchased it from does not exist anymore in the next year?

Having a professional and fixed business premises also tells you something about the commitment of the company – they are willing to invest in infrastructure and they most probably employ senior staff members that has the ability to give a high level of technical support.

3. Website

Visit the support company’s website and get a general feel of the level of professionalism. The website should at least list the services that they offer and their contact details. Also look for customer feedback and ask for testimonials.

4. Pricing is not the only factor to consider

While it’s true that we are always looking for a bargain deal – the old saying of you get what you pay for certainly applies to IT Support Companies. A smaller or home based company may offer you service at lower prices – but what kind of service can you expect?

We recently did a survey at some of our clients to determine what the labour cost is per hour for their entire staff. This gives you a very good idea what it costs your company per hour if your staff cannot work. Have you done this calculation?

It is a real eye opener and it makes you think twice before you appoint an IT Company. If you compare the rate per hour that the IT Company charges to the rate per hour that you are losing when your computers are down – it helps you to see the bigger picture.

5. Amount of Senior Technical Staff

When we deal with a company most of us prefer to deal with the same technician each time we need support. This has many advantages – since that specific technician knows your network and software setup and can in many cases assist you much faster than a new person.

It is not always possible for the same technician to assist you – he may be busy at another client or be assisting a client out of town at the precise moment that you need support.

Let’s say that you make use of a small IT Company with maybe one or two technicians – what will happen if your regular technician is not available?

Well in most cases you will need to be patient and wait – possibly until the next day before you can be assisted.  On the other hand – if you make use of a larger IT Company with a good staff compliment – the chances are that you will be able to get help almost any time you need it.

6. Technical Backup

Another advantage of working with a company that has a good amount of technical staff is backup. Although a technician would like to think that he knows everything – in reality this is not possible.

So what happens now if a one man company has an issue that they cannot resolve in a reasonable amount of time? It makes it very difficult for that lone technician – since he has nobody to contact and share ideas with.

On the other hand – if you make use of a larger IT Company there is always a team that can assist and give ideas.

Most probably one of the other team members have encountered that problem before and know exactly how to get it resolved quickly.

7. Do they understand your business needs?

You want more than a computer geek that can just drop by now and then and fix your computers. You want someone who is professional and who understands your business. They must understand that if your desktop pc, server or network is down – it is physically costing you money.

They must have the ability to get to know the basics of your business – they need to understand your workflow in order for them to make logical and cost saving suggestions.

8. Flexible Support Options

It is great to know that you can get support during office hours – but what about the times you need someone after hours for an emergency – maybe you get an error while doing month end and need support quickly. Does the company offer that service?

Many computer related problems are small and quick to solve. Does your IT Company offer remote support – meaning that they can login to your computer within minutes to assist you? Is the method they are using to login to your computer safe and secure?

Can you only give them access to login when you want to – or can they login at any time they want – creating a security risk?

Making the decision

This is an important point to keep in mind. I have had some customers phoning well into the night for support while I was overseas and I was able to assist them remotely from the other side of the world.

Do not take the decision on which IT Company to use lightly. Do research and select a well respected company that has shown in the past that they are honest, reliable and trust worthy.