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?

Helpdesk-Support

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.

IT-Asset-Management

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.

Business-WLAN

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.

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

expertise

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.

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.

reliability

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.

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.