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Choosing an IT Support provider

Choosing an IT Support provider

When choosing an IT Support partner for your business here are some questions you may wish to think about:

 

  1. How often is their web site updated?  It’s the window into their company – their shop front as it were.  If it was last updated a while ago then it could be they have nothing new or relevant to say.
  2. Does their web site have old photos of staff who have left months ago on there?  Whilst it’s nice for a customer to be able to put a face to a name when calling for help or sales advice, if there’s photos of old employees ask why.
  3. When was the last time the News or Blog section on the web site was updated?  Does it tell you about their previous work or give industry news, views and gossip?  Is their Twitter feed ‘live’ and regularly updated – do they even have a Twitter feed?
  4.  Is there any easy way to contact them for support queries?  Can you fill in an online form, or must all support requests be emailed only, for example? If they have an IT Support phone number, test it out.  How quickly does it get answered?  Is it answered in a professional or reliable manner? If their office hours are 09:00-18:00 for example, give them a call at 17:55 – if it doesn’t get answered can you be sure they’ll be there for you when you need them?
  5. Do they have case studies and customer testimonials they can give you?  Are they recent?  Some of our competitors have testimonials on their web site that are years out of date and where that customer is no longer with them.  It’s always best to ask for an up-to-date list you can contact directly.
  6. Look at their organisational structure. To whom do you escalate issues to?
  7. Have they a high staff turnover?  A bit of a tricky one to know, but looking at LinkedIn may help. Look at glassdoor.co.uk – what do their own staff say?
  8. What IT vendor partnerships and qualifications do they have?  Are they current?  For example, are they at least Microsoft Silver partners?  Do they have qualifications in the solutions they would be selling to you, ie: VMware, HP, Ruckus or WatchGuard certifications for example
  9. Are they ‘active’ in your industry, ie supporting other customers who do the same thing as you? Do they sponsor or attend any shows, events or seminars in your industry.  If not, it might be an idea to choose someone who does.
  10. What’s the ratio of junior to senior engineers?  Can you be sure there are enough skilled engineers ready to help you, or do you have to get past the junior engineers first?
  11. Lastly, people buy from people.  Does the salesman across the table from you give you a good feeling about the IT services he is selling?  Does the engineer who investigates your issue give you the confidence he will fix it?  Can you see their passion and company ethos?

 

Why not look at our web site, social media feeds, case studies and testimonials, and see what IT expertise we can help your business with?

Darren Pain
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