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IT support approaches: which one is right for your business?

As a business owner, you know that your company is only as strong as its IT department. When something goes wrong, the whole company can feel it. This is why you need to have solid IT support ready to assist when something goes wrong.

Whether you outsource some of your IT tasks or keep them in-house, having the right IT support in place is essential to keeping things running smoothly and efficiently throughout your organisation.

Break/fix services

If you’re looking to save money on your IT support, it can be tempting to opt for a break/fix service. This type of relationship is great for fixing computer issues quickly; but it may not be a good fit if you have other IT needs.

Break/fix services are comparable to a car mechanic visit where you just ask for the faulty part to be replaced and the mechanic will fix the problem. If your computer has a virus or networking problem, a break/fix service will help you get back on track quickly.

There are pros and cons to this type of relationship. Break/fix services are cost-effective if your business does not rely on or use IT very much, and you only occasionally need something fixed or installed.

Co-managed IT services

Co-managed IT services are the mid-point between break/fix and fully managed services. These arrangements are typically handled by a team of outsourced engineers who do a combination of break/fix work and also manage your network. This means you get to take advantage of the benefits of outsourced services while still maintaining some control over your IT strategy.

With a co-managed solution, you work with an outsourced team to set a general path for your IT growth. This team will work with you to set up a management procedure that includes a change control process and a regular maintenance schedule.

Managed IT services

Managed services are best for companies who want to focus on their core business but still need IT support. In this type of arrangement, you hire an outsourced team and give them a set of guidelines to follow so that they have the freedom to solve a variety of issues.

With a managed IT services relationship, you hire a team of engineers who manage every aspect of your IT infrastructure. In this type of arrangement, you and your team focus exclusively on your core business while the IT team manages everything technical behind the scenes.

This type of arrangement is best for companies that want to focus on improving their core business while still having high-quality IT support behind them.

Remote IT support

With remote services, the IT department is physically separate from the rest of the company. They work remotely and are responsible for managing and maintaining the company’s technology, including the management of the network and servers.

Remote services are best for small and medium-sized businesses that can’t afford co-managed or managed services. While it is true that you don’t get the same kind of on-site help as other types of IT support, remote technologies are getting more robust and allowing remote workers to perform more advanced tasks.

Onsite IT support

Onsite support is the most hands-on type of support. With this type of IT service, you get a team of IT professionals who work at your office and are responsible for managing and maintaining your technology.

Onsite IT support may work with either co-managed or managed IT services. If you go with co-managed services, the onsite team will generally be responsible for installing and maintaining your computers and networks. If you go with managed services, the onsite team will be responsible for implementing and managing the technology that drives your organisation.

Proactive VS reactive IT support

Proactive IT support will identify potential problems before they occur. With this type of support approach, you are partnering with a team of experts who take a look at your organisation and help you anticipate what could go wrong. They will take a look at your current infrastructure and recommend ways to improve it for efficiency and longevity. You will generally get these benefits from managed or co-managed IT support services, as they will plan to partner with you for the long-term.

Reactive IT support, on the other hand, is the result of a problem or outage that has already occurred. Reactive services will fix the immediate problem, but will not attempt to find the root cause of the issue unless specifically requested, which means you may suffer the same break again.

Find the right IT support approach for your business

When it comes to technology, it’s important to remember that there is no one-size-fits-all solution. While there may be a generic approach that works for most businesses, you need to find the right solution that works best for you and your team. There are a range of IT support services to choose from, each with its own pros and cons. With the right combination of services, you can create an IT support strategy that is right for your business and its goals.

The IT experts at NetworkIQ can tailor their IT support services to your business needs. Whether you need break/fix services, co-managed, or fully managed IT support, they have the right strategic approach for you.

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