What does an IT support company do? (2023)

What is an IT support company?

IT support companies - also known as IT Managed Service Providers (MSPs) - are companies that provide consulting and assistance to help your business with your information technology - your computers, mobile phones, telecoms, servers, software, cloud computing and cyber security.

An IT support company is made up of a number of IT professionals who have their own areas of expertise, from helpdesk support to cloud management, hardware repairs, VoIP, cybersecurity and much more. By pooling their individual expertise, they offer a wide range of support services while providing you with high-level strategic advice on your IT infrastructure.

Outsourced IT support is a great option for small to growing businesses looking to expand their IT infrastructure without the costs associated with hiring an in-house IT director or department. Most IT support companies offer a support package tailored to your business needs at a price to match.

What does the IT support company do?


IT support companies operate a "service desk" or "helpdesk" dedicated to answering your day-to-day IT problems. These can range from simple “Level 1” problems like user error or system failures to data breaches or network outages. Whatever the issue, they will escalate it to the right technician to have it properly resolved.

Helpdesk support is not always available 24/7. However, most IT support companies offer 9-5 support Monday through Friday, which is sufficient for most businesses.

IT-Disaster Recovery

In the event of an IT disaster - such as a cyber attack or damage to hardware or other systems - your IT support company will help your business quickly after the damage. But more than that, an IT support company already has planned remediation strategies for such disasters, so recovery is faster than ever.

When you're on your own without the help of an IT support company, it can take time to realize the disaster, diagnose the problem, and resolve the issue. It can take as little as a few days or even weeks to get your business up and running, losing valuable time and money to your business.

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When you run a business, keeping track of all employees' software and IT equipment can be a time-consuming task. Even tasks as simple as ensuring license renewals or safely removing obsolete hardware require time and resources that could be better spent elsewhere.

Nonetheless, it is important work. Older systems can slow down productivity, negatively impacting your organization's performance.

When you outsource to an IT support company, they have the expertise and supplier relationships to ensure your hardware and software stays in good working order at a good price. They keep track of your IT inventory, swap out equipment using their relationships with major IT suppliers, and ensure your kit is installed and configured promptly. This gives you more time to focus on your business while providing a more efficient work environment.

Managed Hosting

Most businesses rely on a stable network to function normally. However, when network outages do occur, it can often take time and resources to identify the problem, find a solution, and fix it. And no business needs to be reminded of the cost of extended downtime.

An IT support company will help you with your network, whether you are starting from scratch or migrating from another hosting solution. They take care of the initial installation and configuration, as well as ongoing monitoring and management of your network 24/7 to keep downtime to a minimum.

IT move

When tackling an office move, you have a million and one stresses to consider. One of them can be the location of your IT and telecommunications.

An IT support company will take care of the entire process for you, from creating a detailed plan for the move to actually making the move. Expose the new premises to possible obstacles or opportunities; review of your IT systems; Providing expert advice on your location, connectivity, cabling and power needs; and make sure you are up and running in your new location as soon as possible.

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If you run a business, you need to rely on high-quality WiFi to function effectively in an online world. Business WLAN offers greater flexibility than purely wired systems. However, special measures must be taken to ensure that the network remains secure and not accessible to unauthorized persons.

An IT support company manages, secures, configures, and monitors cloud-controlled WiFi solutions. They will assess your premises before advising you on the best WiFi/broadband solution, implementing the WiFi solution you want, protecting the network from cyber threats and monitoring your network to ensure downtime is kept to a minimum.

strategic planning

For a high price, most IT support companies will offer you strategic advice and high-level planning.

If you are a growing business and need the input of an IT director but do not bear the associated costs, an IT company will work with you to take responsibility for your entire IT systems and can advise you on developing the right IT Solutions to help your business grow.

Cybersecurity management, detection and response

According to the 2021 Cybersecurity Breaches Survey, 38% of micro and small businesses experienced breaches or attacks during 2021-2022, of which approximately 27% were breached at least weekly.

However, most organizations lack the time, resources, and expertise to stay current with the tools and techniques needed to prevent, detect, and respond to threats.

An IT support company will manage this process for you. They monitor your network, perform regular checks, and instantly detect and respond to threats, minimizing damage to your business.

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Why hiring an IT support company is a good idea

Hiring an in-house IT lead or small IT team is an expensive investment and may be the right one for your business, especially if your team already has good IT skills.

However, for most companies, outsourcing IT support makes the most financial sense.

Not only do you get a highly skilled team of IT engineers working on your systems, but you also benefit from their individual expertise to cover any eventuality that may arise.

Growing companies also benefit from outsourcing their IT. This allows them to not only focus on operational recruiting, but also to adapt their IT business needs as their needs grow and budgets change.

What to look for in an IT support company


First and foremost, make sure your IT support company has a high level and wide range of expertise.

You may also want to keep an eye out for any accreditations and partnerships they may have been awarded, e.g. B. Cyber​​Essentials or Sophos Approved Partners as these will give you a strong indication of their expertise.

Plan for flexibility

If you're a growing business, you don't want to be locked into a pricing plan that no longer suits your needs. A good IT support company will learn your business needs from the start and create a plan that fits your business and budget.

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An even better IT support provider will check in with you regularly to ensure the plan remains relevant to your business. You can then adjust your monthly plan accordingly.


IT problems often occur without warning and usually need to be fixed immediately.

You need to be able to trust your IT support company to provide helpdesk support so you can pick up the phone and be assured that your issue will be resolved immediately.

Jargon-free, personal experience

Let's face it: the IT world is full of technical jargon that most of us don't fully understand. A good IT support company will resist the urge to speak their IT language and explain your IT problems in plain English so that you are fully aware of your situation, challenges and opportunities.

But beyond that, an IT support company should be by your side in the murky world of IT and help you leverage the options available to you so you can reap the benefits for your business.

Firstline IT - that trusted IT support company

Firstline IT, based in Oxford, UK - is the perfect example of a reliable IT support company.

We help companies to achieve their goals through the daily support of their IT systems. Whether it's a few hours of basic helpdesk support or managing your entire IT function and everything in between, we can provide a solution to suit your needs and budget.

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We pride ourselves on getting to know each company we work with so that we can fully understand their goals and IT infrastructure and put together a package that can change as the company evolves.

If you would like to know more about Firstline IT's support services, please contact us.

You are welcome to call us on 01865 598 145 or email us directlyit-enquiries@firstline-it.com. Alternatively you canrequest a callback.


What does an IT services company do? ›

An IT services company typically offers a large number of experts who can build, update, maintain, and repair the hardware and software of computer systems. A managed IT service supplies a broad range of different skills and expertise to support the computer related needs of different organizations.

What is the importance of an IT support role? ›

The IT Support maintains the computer networks of all types of organisations, providing technical support and ensuring the whole company runs smoothly. IT Support monitors and maintains the company computer systems, installs, and configures hardware and software, and solves technical issues as they arise.

What makes a good IT support team? ›

What Makes the Best IT Support?
  • Mutual understanding about customer expectations. ...
  • Patience and empathy. ...
  • Clear communication. ...
  • Responsiveness. ...
  • Business managers. ...
  • Personal and positive responses.
Sep 20, 2018

What is a critical aspect of working as an IT support professional? ›

Overall, the critical aspect of working as an IT support professional is the ability to effectively communicate with and support clients while also having a strong technical foundation in computer systems and technology.

What does an IT department support? ›

IT departments are responsible for maintaining the hardware and software systems within an organization. This includes configuring and updating software applications, employee devices, servers, databases, and other IT infrastructure.

What is an example of IT support management? ›

ITSM software manages the workflow of service delivery, and can enable communication between customers and providers. This category includes process orchestration, help desk and service desk tools. Examples of ITSM tools include Axios Systems' Assyst, ServiceNow and BMC Remedy.

What are the key responsibilities of an IT support specialist? ›

This specialty covers planning and delivery of customer support services including installation, consultation, troubleshooting, user assistance, and training.

What skills does an IT support need? ›

What it takes
  • the ability to work well with others.
  • knowledge of computer operating systems, hardware and software.
  • analytical thinking skills.
  • knowledge of engineering science and technology.
  • to be thorough and pay attention to detail.
  • customer service skills.
  • excellent verbal communication skills.

What skills do you have as an IT support? ›

Examples of IT support skills
  • Communication. IT support specialists use communication skills when assisting coworkers or customers. ...
  • Attention to detail. Providing IT support often requires many small steps and details. ...
  • Problem-solving. ...
  • Time management. ...
  • Software installation. ...
  • Hardware setup. ...
  • Virus removal. ...
  • Earn a degree.
Mar 10, 2023

What are the top three traits of IT support? ›

Virtually every organization needs an IT technician to support and maintain its computers, and networks. Make sure you look for these five critical traits in a new employee: self-discipline, problem-solving skills, attention to detail, great communication skills, and a passion for technology.

What is most important to IT professionals? ›

The top five skills of any IT professional include communication, leadership, teamwork, collaboration, and critical thinking skills. Other important technical skills include coding skills, database management skills, network configuration skills, hardware deployment, and problem-solving skills.

Which skill is critical in most IT job roles? ›

Essential IT skills
  1. Security. Security should be foundational to any IT team. ...
  2. Programming. Being able to program will be a must for those who want to develop software, web applications, and websites. ...
  3. Systems and networks. ...
  4. Data analysis. ...
  5. DevOps. ...
  6. Cloud computing. ...
  7. Machine learning.
May 17, 2023

What characteristics should an IT professional have? ›

Character Attributes
  • Adaptable. ...
  • Inquisitive / Curious / Eager to Learn. ...
  • Teachable. ...
  • Team Player. ...
  • Ethical/Trusted. ...
  • Enthusiastic. ...
  • Know Your Limits / Know When to Say "I Don't Know" ...
  • Be Not Afraid ... to Call Tech Support.

What are the three major IT functions? ›

An Information Technology (IT) department is responsible for providing ways to implement and facilitate the flow of information through your company. It achieves this goal through three basic functions: infrastructure, functionality and governance.

What are common tasks in IT management system? ›

IT management responsibilities and tasks include:
  • Determining business requirements for IT systems.
  • Managing IT budgets and costs.
  • Monitoring safety and compliance.
  • Controlling system and network security.
  • Implementing new software, hardware and data systems.
  • Providing technical or help desk support.

What tools are used in IT support? ›

The following are tools which can assist IT teams with their problem resolution:
  • VirtualBox. Virtual Box is a free virtual machine software that can be easily installed on any system. ...
  • Ultimate BootCD. ...
  • Gedit or Notepad++ ...
  • Bugzilla. ...
  • osTicket. ...
  • UserVoice. ...
  • Microsoft RDCMan. ...
  • Evernote or Microsoft OneNote.
Mar 30, 2016

What are three examples of support services? ›

7 examples of support services
  • Data storage. Many businesses store data and require a place to do so in an easy and effective manner. ...
  • HR and people management. ...
  • Computer support. ...
  • Administration support. ...
  • Customer service. ...
  • Web development. ...
  • Sales and revenue generation.
Mar 10, 2023

What is the goal of an IT specialist? ›

An IT Specialist , or IT Support Specialist, is in charge of setting up, managing and troubleshooting the technology systems that a business uses to maintain computer and software networks.

What is the job description of IT support on a resume? ›

Maintain and support systems, workstations, mobile devices, printers and peripherals; respond to user service requests; and resolve trouble tickets. Ensure system security for desktop, mobile and cloud environments. Closed 95% of trouble tickets on the first call without escalation.

What are the responsibilities of an IT support team leader? ›

Leading and mentoring the Technical Support Team, performing scheduled staff reviews, communicating and adhering to new procedures, policies and goals. Monitoring queues and assisting with daily goals and conducting quality control to reduce errors to improve procedures.

What is level 1 IT support skills? ›

Level 1 support is the first tier of support, usually provided by IT support personnel with the least experience, lower understanding of technical issues, and limited access to company information. The technicians in Level 1: Collect customer requests and data. Attend to customer phone calls.

What is a good IT support? ›

Best Technical Support – Top 3 Qualities of a Great Support Team
  • Superior Problem-Solving Abilities. A large part of any technical support role is to fix issues and to make sure that all the technology being used is working efficiently and properly. ...
  • Flexibility. ...
  • Superior Communication Skills.

What is excellent IT skills? ›

IT skills are hard or technical skills used in operating and manipulating technology. This includes using computers, mobile phones, tablets, cash registers and other digital technology. These skills are essential for roles in small to large businesses across a variety of sectors.

What is a Level 1 IT support job description? ›

Performs routine technological systems support, maintenance, and testing for proper upkeep of systems; troubleshoots and resolves general system hardware, software, and network failures and conflicts.

How do I become a successful IT professional? ›

Here's how to start a successful career in IT in 10 steps:
  1. Research roles and positions. ...
  2. Analyse your expectations. ...
  3. Work on essential IT skills. ...
  4. Learn to code. ...
  5. Get a degree. ...
  6. Gain experience. ...
  7. Network with IT professionals. ...
  8. Choose your ideal work environment.
Jan 18, 2023

What is the most important trait in an IT leader? ›

Insight and vision are important traits, but humility separates indispensable IT pros from average leaders. “Humility is non-negotiable,” says Jon Waldon, CTO of robotic process automation software developer Blue Prism.

What is the best trait of an IT leader why? ›

Authenticity is an important trait in an IT leader because it helps them communicate more successfully with their team, customers and company executives. Authenticity means maintaining a professional reputation that reflects your skills or knowledge and being honest with yourself and others.

What are the performance goals of IT support? ›

Some major performance objectives for an IT support officer are handling and solving customer complaints successfully, giving professional and polite advice, giving a quality and speedy solutions is the best thing they can do.

What are the goals of technical support? ›

The goal of technical support is to solve a technical problem, unlike customer support. Your business can offer customer support to communicate with clients on less technical matters. With tech support, your representative establishes errors on specific products and provides solutions.

What are your top 3 career goals? ›

6 Common Career Goals + Examples
  • Advancing to a leadership position.
  • Becoming a thought leader.
  • Working toward professional development.
  • Shifting into a new career path.
  • Experiencing career stability.
  • Creating a career goal.
May 18, 2023

How could I improve my IT skills? ›

How to improve IT skills
  1. Develop your current skill set. If you already have some IT skills, it's usually a good idea to keep working on developing them. ...
  2. Continue your education. ...
  3. Assume more responsibility at work. ...
  4. Find a mentor to guide you.
Mar 10, 2023

How do I build a successful IT service desk? ›

Service desk best practices
  1. Use your service desk software to its fullest potential. ...
  2. Stop treating your IT teams as “catch-alls” ...
  3. Build a customer portal. ...
  4. Get smart about SLAs. ...
  5. Promote self-service for customers. ...
  6. Look at the big picture and measure your progress.

What do IT professionals care about? ›

This includes building communications networks, safeguarding data, and troubleshooting computer problems. IT professionals are technology experts trusted to diagnose technical issues to keep businesses running as smoothly as possible. They are technological doctors - or superheroes!

What are the everyday skills that are needed on the IT job? ›

5 everyday skills an IT professional must have
  • An understanding of security. Cybersecurity has become a top priority in business today. ...
  • Knowledge of emerging technologies. ...
  • Belief in the importance of development. ...
  • Knowledge of the value of flexibility. ...
  • Leadership and communication.

What are the two types of IT professionals? ›

IT support: This refers to the professionals who assist end users (or other IT support specialists) with day-to-day technical issues. Data management:Professionals in this area focus their work on the design of structured database systems, creating data-loss contingency plans and the analysis of gathered data.

What is the toughest job in IT industry? ›

Cybersecurity. Data Science/Analytics. AI/Machine Learning/Robotic Process Automation. Cloud Services/Integration.

What is the easiest IT skill to learn? ›

Skill #1.

HTML is the building block for significant web development technologies in the industry. It helps you design web pages as you wish, and the code snippets we use in HTML are easy to understand. HTML tags are human-readable and make it easy for anyone to learn and create good-looking web pages.

What is the #1 skill most employers look for? ›

Critical thinking and problem solving. Teamwork and collaboration. Professionalism and strong work ethic. Oral and written communications skills.

What characteristics succeed in IT? ›

When working to achieve your professional goals, consider these 12 qualities of success:
  • Ambition. Ambitious employees are often ready and willing to exceed their daily tasks to help a business reach its objectives. ...
  • Dedication. ...
  • Passion. ...
  • Patience. ...
  • Willingness to learn. ...
  • Effective communication. ...
  • Discipline. ...
  • Timeliness.
Feb 27, 2023

What are 4 characteristics of information technology? ›

Important Features of Information Technology

Diffusion of e-governance on a large scale. Participation of public in governance and policy making. Fast economic development. Development of remote areas.

What's critical aspect of working as an IT support professional? ›

Overall, the critical aspect of working as an IT support professional is the ability to effectively communicate with and support clients while also having a strong technical foundation in computer systems and technology.

What makes up an IT team? ›

A networking team is comprised of network architects, analysts, engineers, and hardware experts. A common subset is the computer systems administration team, which supports end users by configuring and maintaining computers, operating systems, and other applications that are connected to the network.

What are different roles in IT teams? ›

There are many different roles needed in the software development lifecycle, and the ideal team is made up of the following roles:
  • Product owner.
  • Project manager.
  • UX / UI designers.
  • Business analyst.
  • Software developers.
  • Team lead / Tech lead.
  • Scrum master.

What are the roles and responsibilities of IT department structure? ›

The IT department has three main areas of responsibility: managing the company's corporate systems, maintaining the infrastructure, and the functionality of the systems as a whole. In addition, IT professionals work with software and hardware in various areas that allow a business succeed.

What are the five 5 roles and responsibilities of a team leader? ›

A team leader's main responsibilities include:
  • Organizing work.
  • Communicating goals.
  • Connecting work to context.
  • Delegating tasks.
  • Leading by example.
  • Allocating and managing resources.
  • Problem solving.
  • Managing project progress.
Jun 12, 2022

What are 3 major responsibilities of a team leader? ›

  • Create an inspiring team environment with an open communication culture.
  • Set clear team goals.
  • Delegate tasks and set deadlines.
  • Oversee day-to-day operation.
  • Monitor team performance and report on metrics.
  • Motivate team members.
  • Discover training needs and provide coaching.

How do you manage an IT support team? ›

How to manage a technical team
  1. Clarify expectations immediately. ...
  2. Set project and team goals periodically. ...
  3. Measure success and address challenges. ...
  4. Gather team feedback. ...
  5. Focus on building relationships with team members.
Jun 24, 2022


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