Choosing an IT Support Company

Choosing an IT support company isn’t easy, especially with so much competition out there are bidding for your contract. IT companies are now 10 a penny and most of them boast the same levels of service which makes it even harder to determine what company to use. Here are some pointers that may come in handy outsourced IT support London

First of all, dedicate yourself plenty of time in order to research into companies that are in your area, I stress YOUR area as it is important to choose a company that is based locally if you feel you will require regular onsite support. If onsite support isn’t a concern then this opens up the door to thousands of IT support firms as any company worth their salt will be able to offer FULL telephone and remote support. However I would still recommend choosing someone local unless you or someone in your organisation has a good understanding of IT hardware should the worst happen.

If you only want remote support then there are quite a few “remote only” companies out there that offer a pay as you go service, however this is usually at a premium and I would suggest avoiding and only using in an emergency.

Let’s say you are based in London (which I am) then you will be spoilt for choice when it comes to picking a company. There are literally hundreds of them which does present the problem of picking “a goodun” as it were.

Every company should be able to offer Unlimited onsite and remote support with no catches. When I say no catches I mean they should be able to help you no matter what the problem is, from Microsoft applications to hardware related problems. There will be some exceptions such as 3rd party software that is support by the company that created it, but even they will need help sometimes with remote access etc etc.

Decide whether you want ad-hoc support or a full time contract. If you experience problems or think you will require help on daily basis then I would suggest a full time contract but DONT get caught up in a long term commitment. rolling contracts are the way forward so if you are not happy with the service, you can leave. If you only require support once every so often then opt for an ad-hoc support contract, it will cost more every time you use it but its far more cost effective if you need minimal support. A ticketing system is standard practice for most companies so don’t be put off by this, just make sure that the company you use has a procedure for tracking tickets correctly. Also check to see how they allocate time, most companies deduct a minimum of 15 minutes just for taking the support call, so make sure it is no more than that.

The most important thing I can stress is check the SLA agreement. There is nothing more frustrating in this world then having to wait for a phone call from an engineer regarding a job you logged 8 hours ago, it will drive you mad. Insist on a maximum of 4 hours SLA. no more.

The next most important thing to say is “haggle”. Never pay what is advertised, trust me there is so much competition out there that most companies never expect clients to pay the going rate they advertise. If they insist there is no room for negotiation then insist you are going elsewhere, you will soon get a call back.

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