Choosing an IT support provider isn’t as simple as comparing hotel rooms or car insurance. There’s no handy comparison site that tells you who’s reliable, who actually picks up the phone, or who will keep your business running smoothly. Yet getting this decision wrong can lead to downtime, frustration and unexpected costs.
That’s why we’ve put together 10 things to look out for when choosing your next IT partner so you can make an informed decision with confidence.
1. Technical account managers
It’s more than just a title! Anyone could be an account manager, but what you really want is a technical account manager, someone who understands your company, your IT setup and has a depth of technical knowledge. Armed with this knowledge, they can provide support based on your specific business needs.
A technical account manager is almost like your own private IT engineer; they’re the person you call when something isn’t right and the individual who arrives on site to sort any problematic computers or systems. They will become a familiar face around your office, which is ideal for day-to-day IT and future development.
At Resolve, our Premier customers automatically get a technical account manager – for their IT needs – and a solutions consultant should they need to discuss any new tech requirements.
2. Customer service focus
Do you like being shouted at by your IT support company when you've accidentally unplugged something (yes it does happen!)? Or do you prefer a company that will ensure queries and problems are dealt with by a helpful and friendly team, whose sole interest is ensuring that everyone in your company feels supported and looked after? Always check how customer calls and issues are dealt with when signing a new support contract. Before becoming a customer, it can be hard to know what service is truly like. Look for mentions of customer service in testimonials published clearly on the IT provider’s website, and in Google reviews and if they have received any customer service awards.
3. Guaranteed fix times
Can your IT support company guarantee that problems are investigated and resolved within agreed time frames? Always take the time to find out if the IT firm provides guaranteed response times and fix times and how often they meet them. Guaranteed fix times means less downtime and more peace of mind for you.
Companies might have different levels of support depending on your needs and budget. It is important to establish expectations at the start of a contract then you’ll know straight away if you’re not receiving the service you signed up for.
4. Not sales focused
We all love a bargain, but when it comes to purchasing IT hardware and software, you want a company that will focus on your needs and make sure they recommend what is best for you, not what will maximise commission.
If you feel like you are being sold to rather than receiving an expert recommendation, that is a problem. Your IT support provider should act like a true business partner. Pushy sales aren’t the right way to start a partnership. It should start with someone listening. Your business is unique, and so is your solution.
5. Flexible
Some businesses need regular IT support on site every week, others need the odd audit every now and then. Whilst most need someone to respond to IT issues remotely. It doesn’t matter whether your IT support firm is two cities away or two streets away, ensure they can be flexible and provide what you need. So, if you need someone to visit your site regularly, make sure they can, and if you need a lot of remote support check those services are easily available too.
Whatever your needs, the pricing must be bespoke, fair and clear. It should be based on your needs, devices, and staff. Good IT support will listen to your needs and give you a quote based on this.
At Resolve we offer three different packages to suit businesses of varied sizes and requirements, they are Protected, Proactive, & Premier.
6. Good quality website
Your IT support provider’s website is often the first indication of the service you can expect. A high quality, well maintained website shows that the company takes pride in its work and invests in doing things properly.
Look for clear explanations of their services, easy-to-find contact information, and an overall tone that feels friendly and approachable. A modern, regularly updated website also suggests the business is active, organised, and moving in the right direction.
7. Strong cyber security support
Does your IT support provider have real cyber security expertise and the right tools to protect your business?
Data security isn’t optional. You need an IT partner who works proactively with you to ensure your information is protected, your backups are secure and up-to-date, and your systems are monitored using technology that fits your organisation’s needs.
Good providers will offer:
- Endpoint Detection & Response (EDR) a continuous monitoring system that detects suspicious behaviour in real time.
- Dark web monitoring to detect leaked credentials or business data
- Business-grade backup solutions to keep your information safe and accessible
- Robust firewall protection to secure your network perimeter
- KnowBe4 training platform because informed and vigilant staff are one of the strongest defenses any business can have.
- Cyber Essentials accreditation to keep you compliant with government standards
- A comprehensive cyber security service specifically for SMEs that covers all of the above and enables you to have complete peace of mind. We offer Resolve Cyber Security.
Cyber threats evolve constantly, so it’s essential to work with a provider who stays ahead of the curve and offers current guidance and protection. When assessing potential IT partners, look for those who:
- Clearly showcase a wide range of cyber security services on their website in a prominent place.
- Hold Cyber Essentials Plus accreditation and be ISO 27001 certified
- Regularly post updates on cyber security trends and live issues on their social media channels and blog.
- Offer their own dedicated security service for SMEs. At Resolve, we use RCS (Resolve Cyber Security).
8. Other people think they are good
Trusting another company with your IT support and security is a huge thing. Good IT support companies will have someone with technical expertise overseeing everything from onboarding and set-up to maintenance and upgrades. You need to feel comfortable with the IT support company you work with. Clues to look for include testimonials on the provider’s website, like ours here. The best way to find out what previous and current clients think of a company is to check out their Google reviews. Look for comments mentioning great customer service, quick fix times and the star ratings. Take a look at ours here.
There should be reviews like the one below showcasing their professionalism and competence.
9. Know their stuff
A good IT support company doesn’t just fix problems, they stay ahead of them. One of the best ways to judge this is by checking how they share their knowledge.
Do they post helpful updates about industry changes? Are they active on social media with useful insights? Do they explain new technologies in a way that makes sense?
Regular blogs, newsletters, and social media content show that the company understands the rapidly changing IT landscape and is committed to keeping customers informed.
You should also be able to get a sense of the team behind the business, their experience, personality, and areas of expertise. This can help you gauge whether they’re the right fit for your organisation.
Check out our Facebook & LinkedIn.
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10. An eye on AI
There are always new developments in IT. Right now, it’s about how AI can be utilised to improve your work, speed things up, or automate tasks. Your provider needs to be able to guide you on these tech changes and give recommendations.
AI can also pose new threats, and there has been a rise in data protection issues and cyber attacks that manipulate ChatGPT to gain access to devices. Check your potential IT provider is on the front-foot with these concerns by looking at their social media and blog.
Right now, many of our clients are seeing the benefits of Microsoft Copilot, you can learn more about it here.
Now for the salesy bit…
As you might have guessed, we offer all of the above.
We have a fantastic team of technical experts, a selection of guaranteed fix times, a solutions team that sells things based on what you need, cyber security experts, and – above all – a team of friendly IT professionals working to provide a first-class service to all of our customers.
Are you ready to stop worry about your IT support? Let’s chat and you can download our brochure here.
