Whether it’s troubleshooting a glitch, setting up new software, or safeguarding against cyber threats, IT support services are there to make sure your business operations aren’t interrupted by technical problems.
It’s not just about fixing issues as they arise, it’s about being proactive, anticipating them before they occur and providing solutions that keep your business secure, efficient, and ready for growth.
Understanding IT support is key to making use of technical knowledge in a way that truly supports your computer systems, and in turn, your business goals.
We break down what IT support is, so you can be informed when you choose your IT support model.
Table of Contents
What Does IT Support Do?
Common Technical Support Issues
IT Support Packages Prices
How to Find the Right IT Support Company
Ratcliff IT: For People-Focussed Solutions
Frequently Asked Questions
What Does IT Support Do?
IT support specialists play a crucial role in keeping your business running smoothly by ensuring that your technology systems are always operational. It involves monitoring and maintaining IT systems, providing timely technical assistance, and troubleshooting any issues that arise. From setting up new devices to managing software updates, IT support ensures that your IT infrastructure works efficiently.
The Information Technology Infrastructure Library (ITIL) defines IT infrastructure as:
"All of the hardware, software, networks, and facilities that are required to develop, test, deliver, monitor, manage, and support IT services."
Therefore, your IT support specialist should be the scaffold with which to build your infrastructure.
Common Technical Support Issues
Here are some common challenges businesses face and how a professional IT support team can help resolve them:
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Hardware and Software Failures: Whether it’s a computer crashing or a software application not functioning properly, hardware and software failures can disrupt your workflow. Often, these issues stem from poor planning or outdated systems. Regular maintenance and timely updates are essential to keep everything running smoothly and avoid frequent service requests. By partnering with an expert IT support team who devise a strategy from the outset, you can ensure that potential problems are identified early, preventing costly downtime.
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Network Connectivity Problems: In today’s ultra-connected world, a stable network is crucial for business operations. Connectivity issues, such as slow internet speeds or frequent dropouts, can be frustrating and lead to significant productivity losses. IT support can diagnose these issues, optimise your network infrastructure, and ensure that your team stays connected.
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Addressing Cyber Security Threats: Cyber security threats are a growing concern for businesses of all sizes, with small and medium-sized businesses increasingly a target. From phishing attacks to ransomware, the risks are real and constantly evolving. IT professionals have a vital role in protecting your business by implementing effective security measures, conducting regular security assessments, and providing employee training to recognise and avoid potential threats.
By addressing these common issues proactively, your business can operate with confidence, knowing that your IT systems are secure, reliable, and optimised for success.
Benefits of a Managed Service Provider
An effective Managed Service Provider (MSP) is more than just a safety net for when things go wrong. It’s a strategic partner that can enhance your business operations, resolve issues proactively, and ensure that your data remains secure and compliant. Below, we explore the key benefits of having dedicated IT support personnel.
Enhancing Efficiency of Business Operations
One of the most significant benefits of IT support is the improvement in overall business efficiency. An IT consultancy, in particular, can truly transform your operations, and keep you ahead of the curve. With expert assistance on hand, advice, and a long-term partnership, your team can focus on their core tasks without being slowed down by technical issues. An IT support team ensures that your systems are optimised, allowing your business to operate smoothly and efficiently.
Proactive Problem Resolution and Maintenance
Rather than waiting for something to break, an IT support team takes a proactive approach to problem-solving. They monitor your systems regularly, identifying potential issues before they escalate into significant problems. This proactive maintenance minimises disruptions and can save your business time and money in the long run. Businesses that adopt proactive IT support function far more smoothly and can reduce unplanned downtime.
Improving Data Security and Compliance
The Cyber Security Breaches Survey (2024) has some shocking results.
Half of businesses (50%) report having experienced some form of cyber security breach or attack in the last 12 months.
In an era where data breaches are increasingly common, having a security-focused IT support team is crucial. With an IT support team, you can feel confident that your data is protected and that your business is meeting all necessary compliance requirements. An IT support technician will also have robust disaster recovery measures in place.
Related article: What Is A Managed Service Provider
IT Support: In-House vs. Outsourced
When considering IT support, businesses often weigh the benefits of in-house versus outsourced teams. An in-house team offers the advantage of being readily available and deeply familiar with your company’s specific needs. However, maintaining an in-house team can be costly, requiring ongoing investment in salaries, training, and technology.
Pros and Cons of In-House IT Support:
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Pros:
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Immediate availability
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Deep understanding of company-specific needs
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Direct control over IT operations
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Cons:
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High operational costs (salaries, training)
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Limited expertise in specialised areas
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Resource-intensive to maintain
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Pros and Cons of Outsourced IT Support:
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Pros:
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Access to a broader range of expertise
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Cost-effective
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Scalable solutions tailored to business growth
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Cons:
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Potential concerns about response times
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Less personalisation if not carefully managed
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Dependency on third-party provider’s reliability
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Ultimately, the choice depends on your business’s specific needs, budget, and long-term goals. For a tailored IT support strategy, consider consulting with experts who can guide you in making the best decision for your business.
IT Support Case Study: Access Solutions
We partnered with Access Solutions to enhance their IT infrastructure and boost efficiency. After conducting a thorough IT audit, we identified outdated systems and security gaps. We implemented modern, secure solutions, including cloud services and stronger cybersecurity measures, leading to smoother operations and reduced downtime. Our ongoing consultancy ensured that Access Solutions could confidently adapt to future technological changes, ultimately increasing their productivity and business resilience.
For more details, you can read the full case study here.
The Bottom Line
Effective IT support is essential for any business aiming to thrive in today’s digital landscape. Whether you opt for an in-house team or choose to outsource, having reliable IT support means your systems are secure, efficient, and tailored to your needs. By partnering with a trusted IT provider such as Ratcliff IT, you can focus on your core business, confident that your technology is in good hands.
Book your free IT Strategy Consultation with James Ratcliff to explore how we can support your business’s growth.
Frequently Asked Questions
Here are some frequently asked questions about what IT support is.
How Much Does IT Support Typically Cost?
The cost of IT support can vary widely depending on factors such as the size of your company, the complexity of your IT infrastructure, and whether you choose in-house or outsourced support. Typically, outsourced IT support can range from £50 to £150 per user per month, while maintaining an in-house team can be more costly due to salaries, benefits, and ongoing training. Costs also vary by location and specific needs, so it's essential to get a tailored quote to have the most cost-effective option.
Find out more about IT Support Costs
What Is Remote IT Support?
Remote support allows technicians to assist you from a distance, resolving issues through the internet without needing to be physically present. This approach is highly efficient, enabling quick troubleshooting, software installations, and system monitoring. It's particularly beneficial for businesses with multiple locations or remote employees, as it provides immediate support from a service desk regardless of geography. While remote IT support handles most technical issues, some situations may require on-site intervention.
How Is IT Support Success Measured?
Success in IT support is typically measured using Key Performance Indicators (KPIs) that reflect the efficiency and effectiveness of the service provided. Common KPIs include:
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Response Time: How quickly issues are acknowledged and addressed.
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Resolution Time: The speed at which problems are fully resolved.
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First Contact Resolution Rate: The percentage of issues resolved in the first interaction.
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Customer Satisfaction: Feedback from users, often measured through surveys.
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System Uptime: The amount of time IT systems are operational without disruptions.
These KPIs help ensure that IT support aligns with your business goals and delivers reliable, high-quality service. However, at Ratcliff IT, we go beyond these metrics by offering a personal service and consultancy that truly sets us apart. We take the time to understand your business, providing tailored advice and proactive management that ensures your IT infrastructure supports your unique goals. This personalised approach means you’re not just another ticket in the system; you’re a valued partner.