How to choose a Helpdesk and IT Support provider for my Company

Monica Morris • April 5, 2016

For the last several weeks we’ve been looking at whether or not your company should invest in IT support services, if you should have in-house expertise or outsource and finally whether you should outsource to a company on a break-fix (time and materials) basis on with a managed IT support company that proactively monitors your network.  Today we are going to look at how to choose your managed IT services company.

Are All Managed IT Service Companies the Same?

The first thing you should realize is that there are as many different business models for IT support companies as there are companies providing this service.  Additionally, many companies that provide ancillary IT services, like printer support and telephony services, will claim to be managed services providers.  If you need a support desk that manages your network infrastructure, maintains your servers and provides desktop and application support you should look at companies that specialize in those services.  Managed IT services should generate at least 50% of their business revenue.  If it does not then they are not optimized for providing those services nor will your needs be as important to their business as their core customers.

Now that you have narrowed the field to those companies that specialize in help desk support, you should consider the following factors:

  • Do they use an integrated monitoring system?  There are all sorts of methods for monitoring and supporting workstations and servers.  Some companies will use multiple tools, one for remote access, one for monitoring, and another for update services, anti-virus, etc.  Each of these tools places a burden on your devices, using valuable resources like RAM and CPU. This can result in actually slowing down your computers, the exact opposite effect you desire.
  • Does the company support all the different operating systems used in your company?  Long gone are the days when a business was 100% Microsoft or Apple.  BYOD means an IT support company has to support smartphones, tablets, phablets, laptops, desktops, and servers.  Your company may have many different operating systems.  You may have multiple Windows and OSX (Apple) versions on your desktop or laptops; Windows, Android or IOS versions on your tablets and smartphones, etc.
  • What kind of pricing model are the companies offering?  In general, companies offer two different pricing models.  Some companies provide unlimited support and charge you based on the number of devices being supported others sell you a block of hours at a discounted rate.  If you go over the allocated hours you pay at a rate that is still discounted but not as aggressively as the block hours.

Pros and Cons of Unlimited Support Plans

The unlimited support model may seem like the most attractive.  The set fee is easy to budget and there are no surprises.  There is, however, a hidden cost.  When users know that they can call for any problem and it won’t cost the company more money, they will call.  Utilization is higher with unlimited support models.  The provider will point this out as a proof of their effectiveness and they claim more value since the cost per hour to you may appear to be less but that is misleading.  As I wrote 3 weeks ago in Does My Company Really Need Helpdesk IT Support  one cost to not having IT support is a loss of productivity.  Interestingly enough using too much support can have the same effect.  If your employees are spending time trying to resolve issues they aren’t producing for your company.  This cost you in both profit and efficiency.  With a set number of retainer hours each month or quarter, your employees will actually be more productive.  Employees only call when issues impact their production.  Furthermore, it is in the support company’s best interest to keep the time used to under the allocated amount.  If you have to pay overage charges too frequently it will seem like a bait and switch and you will probably change providers.  In order to keep their clientele happy, these IT service providers must be more efficient.  This means your employees spend more time producing your product or service.

In summation, you should look for an IT service company that specializes in support desk functionality, can service your entire network and do so efficiently so that your staff spends more time producing your product or service.

Next week we will look at Voice over IP and how it can help or hurt your business.

Understanding IT Security Compliance Requirements for Businesses

February 5, 2025
Protecting sensitive data is more critical than ever before. As cyber threats continue to rise, governments and regulatory bodies have introduced compliance frameworks to ensure businesses take appropriate measures to safeguard data. However, understanding these requirements can be overwhelming, especially since they vary by industry and location. We'll discuss some of the most common IT security compliance frameworks—such as HIPAA, CMMC, and CCPA—and explain their relevance to different industries. Whether you work in healthcare, manufacturing, or serving California residents, this guide will help you navigate the complex world of IT security compliance.

How IT Support Services Can Enhance Your Business's Cybersecurity Strategy

October 23, 2024
In today’s interconnected digital landscape, cybersecurity is more than just a necessity—it's essential to business survival. Cyberattacks are becoming more frequent and evolving in sophistication, leaving companies vulnerable to data breaches, financial losses, and reputational damage. A robust cybersecurity strategy is critical to safeguarding your business from these growing threats. One of the most effective ways to enhance your cybersecurity defenses is by leveraging the expertise of professional IT support services. The Importance of a Strong Cybersecurity Strategy Every business, regardless of size or industry, is a potential target for cybercriminals. The consequences of a successful cyberattack can be devastating, ranging from financial losses and operational downtime to legal liabilities and damage to your brand's reputation. This is why developing and maintaining a robust cybersecurity strategy is more important than ever. A strong cybersecurity strategy helps your business: Protect sensitive data: Safeguarding customer information, intellectual property, and financial records. Ensure compliance: Meet regulatory requirements, such as CMMC, HIPAA, and SOC2, to avoid fines and legal repercussions. Maintain business continuity: Minimizing disruptions caused by cyberattacks and ensuring quick recovery when incidents occur. Build customer trust: Demonstrating to customers and partners that their data is secure, which can lead to stronger relationships and business growth. While some businesses attempt to handle cybersecurity internally, IT support services offer a more comprehensive, proactive, and scalable approach to protecting your business. Cybersecurity Services Provided by IT Support Teams IT support services can significantly enhance your cybersecurity strategy by offering a wide range of specialized services. Here’s how they contribute to protecting your business: 1. Risk Assessments and Vulnerability Audits One of the first steps in strengthening your cybersecurity strategy is understanding where your business is most vulnerable. IT support teams conduct risk assessments and vulnerability audits to identify potential weaknesses in your network, applications, and infrastructure. These assessments provide a clear picture of your business's risks, enabling you to take targeted action to mitigate those risks. 2. Implementation of Security Protocols Once vulnerabilities are identified, IT support services implement security protocols tailored to your business’s needs. This may include: Firewalls and Intrusion Detection Systems (IDS): Establishing barriers that prevent unauthorized access to your network. Data Encryption: Ensuring that sensitive data is encrypted in transit and at rest, protecting it from cybercriminals. Multi-Factor Authentication (MFA): Adding extra authentication layers ensures that only authorized personnel can access critical systems and data. Endpoint Protection: Securing all devices (laptops, desktops, mobile phones) connected to your network from malware and other threats. Applying these and other security measures can help IT support services fortify your defenses against internal and external threats. 3. Ongoing Monitoring and Threat Detection Cyberattacks can happen at any time and often occur when businesses are least prepared. IT support services provide 24/7 monitoring to detect suspicious activity in real-time. Through advanced monitoring tools and threat intelligence, IT teams can quickly identify and respond to potential threats before they escalate into full-scale attacks. This proactive approach to monitoring reduces downtime, prevents data breaches, and minimizes the impact of cyber incidents. IT support teams can continuously update and patch systems to address emerging vulnerabilities, ensuring your cybersecurity defenses remain current. 4. Incident Response and Remediation Even with robust security measures, no system is entirely immune to cyberattacks. When an incident occurs, the speed and efficiency of the response are critical in minimizing damage. IT support teams are equipped with incident response protocols to quickly isolate affected systems, investigate the root cause, and restore normal operations. With a well-coordinated incident response plan, businesses can significantly reduce downtime, prevent further data loss, and recover quickly from attacks. 5. Security Awareness Training for Employees Employees are often the weakest link in cybersecurity, with many attacks originating from phishing schemes, weak passwords, or social engineering. IT support services provide security awareness training to educate your staff about the latest cyber threats and best practices for staying safe online. Training employees on recognizing phishing attempts, using strong passwords, and securely handling sensitive data can dramatically reduce the likelihood of human error leading to a security breach. 6. Compliance Support For businesses in regulated industries, staying compliant with data protection regulations is not optional—it’s mandatory. IT support teams can help ensure your business meets all necessary compliance requirements, such as CMMC, HIPAA, or SOC2. This includes maintaining audit trails, ensuring data encryption, and implementing security controls to protect sensitive information. By working with IT support services, businesses can avoid costly penalties and demonstrate their commitment to protecting customer data. Conclusion A strong cybersecurity strategy is vital to any business's success in today’s digital world. By partnering with an IT support service, businesses can enhance their cybersecurity defenses through risk assessments, security protocol implementation, continuous monitoring, and employee training. These services protect data and help ensure business continuity and compliance with industry regulations. If your business wants to strengthen its cybersecurity posture, now is the time to consider working with an IT support provider. Doing so lets you stay ahead of evolving cyber threats and focus on growing your business with peace of mind. Ready To Strengthen Your Cybersecurity With SDTEK? Don't leave your business vulnerable to cyber threats. At SDTEK, we offer comprehensive IT support and managed cybersecurity services designed to protect your business and ensure seamless operations. Whether you need risk assessments, ongoing monitoring, or incident response, our team of experts is here to help. Contact SDTEK today for a free consultation and discover how we can enhance your cybersecurity strategy and safeguard your business. Protect your data, reputation, and future—partner with SDTEK now!
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