Many organisations outsource their IT to an IT support partner. This brings your organisation many benefits, including access to a team of experts and guaranteed SLAs that allow you to focus on your business and leave the IT to them.

But there are lots of horror stories out there of businesses that are not happy with their IT support partner. In this article we explain 5 things that are must haves.

  1. Responsiveness – at the simplest level a good IT support partner should be responsive. You should have clear SLAs agreed and a responsive IT support engineer assigned to each of your issues.
  2. Root cause resolution – IT Support issues can regularly follow a pattern with certain processes or systems causing large amounts of issues. Just fixing the tickets for these isn’t enough, a good IT support team will work with you to identify and resolve the root cause to reduce the number of issues going forward.
  3. Proactive approach – You don’t want your IT partner to sit back and wait for issues. You want someone that will partner with you and proactively help you improve your technology approach. Whether this is new ideas, improvements or technologies that would benefit your organisation. An IT partner is up to date on technology and best practices and should be bringing this to you.
  4. Cyber security – IT support and cyber security are intrinsically linked. You want a partner that keeps your IT delivering for your business and protecting you from cyber criminals is now a key part of that. Whether this is introducing you to new security solutions or implementing zero trust, multi factor authentication or defense in depth approaches.
  5. Understanding your business – No two businesses are the same and a tailored approach is needed to ensure your needs are met. Your organisations attitude to risk, budget availability, IT setup and user base, all attribute to needing a different approach rather than a copy and paste template service.

A good IT support partner can make the world of difference for your business. Helping to resolve issues and the cause of them and support your users to focus on driving value for your business.

At Bridgeall we provide a tailor-made IT support service. We take the time to understand your business and design a service around your needs. We are proactive and focused on solving problems at their source. We are always looking for ways to save you money or improve your infrastructure. We have a 92% satisfaction rating and 100% recommendation from existing customers. To learn more about our IT support services visit our page here.