Know when to get help for your business and minimise the downtime

Man providing IT support for a customer over the phone

Is your business growing and you no longer have enough time or skills to manage the IT infrastructure or trouble-shoot issues?

With the ever-increasing reliance on technology in the workplace, it might be time to look at professional IT support. Learn what IT support is, different models that suit different businesses and organisations, and the benefits IT support can provide growing companies to ensure the business continues to operate efficiently and effectively.

What is IT support?

The primary role of IT support is to keep the computer systems, software, and networks running smoothly within a company. On a day to day level, it’s about fixing technical issues and helping employees with their computer needs. IT support also handles installing software, setting up hardware, and ensuring that data is backed up and stored securely, with cloud storage being a great option for this purpose.

IT support can be provided by an inhouse team, the company’s own IT department, or it can be outsourced to a third party provider.

What does IT support do?

IT support is more than fixing problems and answering questions. From optimising network performance and securing against cyberattacks, IT support can help you setup, install and configure network equipment (at a team workspace or in a home office). Some of the typical tasks an IT support team does are:

  • Offering technical assistance to employees;
  • Troubleshooting and resolving connectivity issues;
  • Updating and maintaining company systems and networks;
  • Software updates and patches;
  • Procuring and supporting devices;
  • Assisting with data backup and recovery;
  • Remote assistance;
  • Cybersecurity.

Business IT support can be whatever a business needs to ensure continuous operations, at different levels and plans based on the size and complexity of the business.

What are the levels of IT support?

IT support is typically organised into different levels, each corresponding to specific responsibilities, skill sets, and complexity of tasks. The common levels of IT support include:

Level 1 – Help Desk or Service Desk

Addressing basic user issues and enquiries, providing initial troubleshooting, and offering guidance on common problems.

Level 2 – Technical support

Handling more complex technical issues that require specialised knowledge. Providing in-depth troubleshooting and escalating issues when necessary.

Level 3 – System administration

In-depth system management, server administration, and network maintenance. Managing and configuring servers, ensuring system performance, and implementing security measures.

Level 4 – Network and security administration

Focused on managing and securing the organisation’s network infrastructure. Implementing and maintaining security measures, firewalls, and intrusion detection systems.

Level 5 – IT management and strategy

Overseeing the entire IT infrastructure, developing IT strategies aligned with business goals, and ensuring the efficient functioning of IT services.

How to choose which IT support service is right for you.

There are two ways in which an organisation can choose to manage and deliver its IT support services: in-house or outsourced IT support.

In-house IT support

  • In-house IT support refers to having an internal team of IT professionals who are employed by the organisation. These individuals work directly for the company and are dedicated to managing the organisation’s IT needs.
  • In-house teams provide greater control over IT operations and can be customised to align closely with the company’s specific requirements. They have an in-depth understanding of the company’s internal processes, systems, and culture.
  • In-house IT support is physically located within the organisation, allowing for quick response times and immediate assistance. IT staff members are on-site and readily available for in-person interactions.

Outsourced IT support

  • Outsourced IT services involve contracting external IT service providers to manage and support the organisation’s IT infrastructure. These providers may offer a range of services, from basic support to more specialised functions such as cybersecurity and cloud services.
  • Outsourcing IT services can be cost-effective, especially for smaller businesses that may not have the resources to maintain a full in-house IT team. It allows organisations to access expertise without the need for extensive hiring and training.
  • Outsourced IT services provide scalability, allowing organisations to adjust the level of support based on their evolving needs. This flexibility is particularly beneficial during periods of growth or when specific projects require additional resources.
  • Outsourced providers often bring specialised skills and expertise to the table. They may have experience across various industries and can offer insights and solutions that an in-house team may not possess.

Another term for outsource IT is utilising managed service providers. MSPs offer comprehensive ongoing IT management and support services as part of an overall proactive approach to IT. MSPs often work on a subscription-based model where businesses pay a monthly fee for a range of services. In addition to addressing immediate technical issues, MSPs actively monitor and manage IT systems to prevent problems before they occur and may offer services such as network monitoring, cybersecurity management, data backup and recovery, software updates, and strategic IT planning.

The goal of an MSP is to optimise IT infrastructure, improve efficiency, and minimise downtime for businesses. While IT support focuses on addressing immediate technical issues, managed service providers take a proactive approach to managing and optimising IT systems to prevent problems and ensure the smooth operation of businesses.

By leveraging managed IT services, businesses can access specialised expertise, reduce operational costs, and ensure the smooth and efficient functioning of their IT infrastructure. Many managed service providers offer different plans so that companies can choose the best options for their needs.

Benefits of IT support for your business

By outsourcing IT management to a specialised managed services provider, organisations can leverage the expertise of professionals, reduce the burden on in-house IT teams, and ensure that their technology infrastructure remains robust, secure, and aligned with business objectives.

  • Reliable technical support
  • Increased innovation and speed
  • Enhanced cybersecurity
  • Boosted employee satisfaction
  • Better IT adaptability
  • Seamless scalability
  • Enhanced management time
  • Maximised company efficiency
  • Customised service

The service provider can act as an extension of the in-house team, work on specific technology or projects on an ongoing basis, or work on a project-by-project basis.

Are you ready for IT support?

If using a professional IT support company will help you focus on the business while improving your IT systems, it can provide a cost effective solution to both small and large businesses and organisations. Whatever model you choose, discuss your setup with an IT company to find out more about pricing and IT solutions that could help your business. Here at MSP Blueshift, we believe having a robust IT support service for your business is critical to supporting the daily function and preventing future issues before they arise. If you need more help on the right type of IT support services for your business, talk to us at MSP Blueshift today.