#1 – Do they need Different IT Support Plans Defined?
Providing IT support to different businesses is certainly not a case of 1 size fits all. Some companies want to use their IT support provider on an as-required basis; others make a business decision to urge outside help for all issues. Both are good strategies, and any IT support provider who is serious about providing the proper support levels to their customer base will have a variety of plans to supply you.
#2 – Do they need a proper Agreement Document that Defines Exactly What They Do?
Like most things in business lately, there’s an excessive amount at stake to believe a handshake together with your new IT support provider. They have to possess an explicit English agreement that precisely identifies the scope of the services and, therefore, the costs for those services. You furthermore may need this Agreement to incorporate a confidentiality clause as you’re effectively handing the keys of your business secrets to an outsider. And eventually, any Agreement you sign must be fair to both parties – not heavily slanted within the provider’s favor.
#3 – Do they need Relevant Tertiary Qualifications and Current Microsoft Certifications?
The IT profession is unlike most others because it has no mandatory accreditation system. for instance, organizations that provide plumbers, electricians, engineers, architects, lawyers, dentists, doctors, and accountants are regulated to guard their client base against receiving sub-standard or complete services. You would like to seek out an IT support provider whose entire technical team is qualified with some sort of IT tertiary qualification. And since the IT industry doesn’t stand still, it is vital that they keep staff up so far by investing in their ongoing education with current industry certifications (warning – Microsoft certifications that include the phrase Windows Server 2003 aren’t current!).
#4 – Do they need Multiple Staff available to supply Both Quick Response Times and a Wider Spread of Knowledge?
Many organizations use a one-person entity for his or her IT support. Now tons of the time, they are doing an excellent job for an honest price. However, the long-term challenge comes once they can’t answer your emergency or complete your project on time or provide support on your new solution or keep you up so far with the ever-increasing range of IT solutions. This is often because they get too many purchasers, or they do not have enough time to stay up-to-date, or they get sick, or they are going on holiday. And eventually, many leave the business because they can not make enough money, leaving their clients in the lurch.
#5 – Do they need a Service Desk System In Place?
It’s one thing to possess a guru who just jumps in and starts “fixing” your problem. And it’s another thing entirely to have a systems-based process to record the small print of your requirements, recording the actions taken to resolve the difficulty, and following through to make sure the task has been completed to the client’s satisfaction. Every IT support provider – big or small – must have an industry-recognized Service Desk software at the guts of their service delivery operation. A system that adheres to the ITIL standard which integrates into your monitoring and remote access systems will provide ongoing efficiency, consistency, and reliability.
In summary, the most straightforward thanks to making sure you choose the right IT Support Provider for your business is to ask each of the contenders these 5 Golden Questions. It’s vital that they answer YES to each question, which they will back their answer up with examples and details.