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IT support approaches: which one is right for your business

The digital landscape is always changing, and that can make staying on top of technology pretty challenging for businesses. How you meet your business IT support needs today will likely be very different from how you meet them tomorrow.

Keeping pace with ever-changing technology trends while managing increasingly complicated IT environments requires businesses to establish a strategic approach to IT support that can adapt as needs change. A lot of small to medium-sized businesses get overwhelmed when it comes to managing their company’s tech needs because they aren’t sure which of the many different approaches to IT support is right for them. Each approach has its own pros and cons, but the one that works best for your business depends on your unique business needs, resources, and budget.

What is IT support?

IT support is the management of a company’s information technology needs, which can vary from hardware, software, servers, cloud services, and cybersecurity. Different approaches to IT support involve managing different aspects of your technology needs. Every business, no matter its size, needs to have an approach to IT support, but the extent of that approach will vary widely depending on factors like company size, IT complexity, and budget. Businesses that don’t have adequate technology support risk being unable to manage their technology needs effectively, which can pose a major risk to the business.

Managed IT support

Managed IT support services provide businesses with “end-to-end” technology management. In other words, managed services providers (MSPs) take responsibility for meeting all of your organisation’s technology needs. Managed services providers typically take on the role of your organisation’s IT department, managing everything from network infrastructure to disaster recovery, and keeping everything running smoothly. They set up and maintain your infrastructure, including servers, storage, networks, and cybersecurity. They also manage your endpoints, including computers, mobile devices, and other peripherals. Managed IT solutions can be a good option for businesses that want simplicity and predictable IT spending.

Remote IT support

When you employ remote IT support, computer experts can connect to your network from a distant location and handle issues immediately and easily. Many firms that utilise remote assistance do not have the money or resources to hire a person or group to fill this function. You can get a quick and straightforward solution to address IT issues as they arise, usually with a help desk that operates 24/7.

On-site IT support

Expert IT support may be required onsite to provide technical assistance at an organisation’s physical location, and to access equipment or software that is not accessible remotely. Onsite support may be required in several scenarios, such as when a piece of equipment is broken or when a secure network needs to be accessed. Onsite support is usually necessary when a business has a large or complex network that cannot be managed remotely or if the customer has sensitive data that must be accessed.

Break/fix support services

Businesses that don’t have the budget, resources, or knowledge to troubleshoot and repair their own IT infrastructure typically use break/fix support. Customers contact an IT services firm when upgrades or repairs are needed with break/fix support. Break/fix support is usually fee-based, meaning that you will be billed for an IT technician by the hour, with extra fees for repairs. This can be cost-effective at the time, but there is no proactive support after the initial IT issue has been diagnosed and fixed.

Co-managed IT support

Co-managed support is a hybrid approach that combines elements of both outsourcing and managed services. Some businesses prefer to outsource certain IT functions to a managed service provider, such as cyber security or communications. By doing so, your company maintains control over its IT infrastructure and maintains an internal technology support department, while taking advantage of remote support. This is a flexible approach that allows you to save time, resources, and money while ensuring that certain IT areas are properly cared for.

What IT support approach is right for your business?

It can be hard for businesses to keep up with technology as the digital landscape changes. Your IT demands today are probably very different from what they will be tomorrow. To meet the needs of increasingly complicated IT environments, you must approach IT support strategically. Talk to the IT specialists at INTELLIWORX and find out which support approach best meets your business IT needs.

Shane Maher

We passionately work on the IT Infrastructure of mid-tier businesses and support MSPs into cloud services. I have over 17 years of commercial experience that includes supporting and managing IT systems, developing infrastructure solutions, both onsite & in the cloud.

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