Learn How To Spot The Cowboys
You probably don’t know what you don’t know about IT. That’s a fair assumption. Why should you concern yourself with the latest tech news, software, and support updates? You’re busy excelling in your field, reading industry magazines, blogs, attending trade shows, conferences, and training. You’re an expert in your area, just as IT support companies are in theirs. Great IT support companies operate on a different level with advanced knowledge, tools, and systems. So, what is there to worry about? Being sceptical of IT support companies is not a bad thing. With our guide, you can weed out the goodies from the baddies.
The Problem with IT Support: An Unregulated Industry
IT support is an unregulated industry. There’s no governing body or industry standard that IT support companies must adhere to. Anyone can call themselves an IT support company, which is why you should be highly sceptical. Without asking the right questions, you could be entrusting your business data to an unreliable company.
Signs of a Reputable IT Support Company
While there’s nothing wrong with starting small, established businesses need more than a one-person operation can provide. To avoid choosing the wrong IT support company, look for solidity: qualifications, accreditation, and experience. It’s an unregulated industry, so you need to do your research.
Here’s some great questions you can ask any potential new IT partner.
Question: “How Quickly Will Problems Be Fixed?”
This depends on the problem’s scale, but you need to know the time frames for different severities.How will will it take to:
- Get acknowldgement of your issue from your IT support partner and start working on it?
- Get you logged in if you can’t access your software?
- Recover from a ransomware attack?
Understand their processes and procedures for handling issues and ask about their worst problem and how they dealt with it. This reveals their professionalism, knowledge, and crisis management skills.
Question: “What Do You Do Proactively to Minimise Interruptions?”
Downtime is a business killer. Internet outages, for example, can cause chaos and significant productivity loss. Your IT support partner should work proactively to minimise downtime, performing necessary checks and maintenance outside of working hours. They should have solutions to maintain productivity during essential work.
Question: “Tell Me About the Specific People Who’ll Be Looking After Us.”
Many businesses overlook the importance of knowing the people behind the IT support company. How do they assign your account manager? Do account managers have sector expertise or are assignments based on workload? Will you always interact with the same person? Who handles your IT reviews and technology roadmap? Knowing the people you’ll work with helps determine if they’re the right fit for your business.
Question: “Can You Explain Something Deeply Technical to Me?”
This question tests your potential IT support partner’s ability to explain complex technical processes in understandable terms. Can they explain without frustration or condescension? Clear communication is crucial for a successful partnership, demonstrating their ability to educate and engage with you.
Question: “How Will You Keep on Top of the Constant Changes in My Business?”
Successful businesses are always changing. From new staff to service tweaks, your business today likely looks different from a year ago. Your IT support partner must keep up with these changes to make appropriate recommendations and ensure security. They should actively engage with your business’s evolution, suggesting better software, smoother networks, and more suitable security measures. Regular catchups can ensure they’re aware of ongoing changes.
Nxt Steps
These five questions will reveal a lot about your potential IT support partner. By asking the right questions, you can ensure you’re choosing a reputable, knowledgeable, and proactive IT support company that understands and supports your business needs.
Ready to Make a Change?
Don’t wait. Book a call with me today to see how we can become your trusted IT partner and help your business stay ahead in this rapidly changing landscape.
Ben helps growing businesses turn technology into a driver of performance instead of a barrier. At Nxt Gen IT he works with SME leaders, recruiters, and fast-scaling teams to design solutions that improve reliability, strengthen security, and unlock growth.
With a background in email deliverability and cloud systems, Ben specialises in making sure businesses communicate effectively, keep data safe, and get the most from Microsoft 365. His experience spans solution design, managed IT services, and virtual CIO support, always with a focus on practical outcomes that reduce headaches for business owners.
Ben has supported organisations across the UK, from recruitment agencies struggling with inbox placement to SaaS firms scaling fast, and SMEs needing a trusted partner for their IT. He believes tech is never the end goal: growth is. His role is to make sure technology never gets in the way of it.