Comprehensive Guide to IT Support Services

Introduction to IT Support

IT support occurs when a third-party service provider helps a business overcome technological problems. Common IT issues requiring outside assistance range from server maintenance to software integration—or anything a company lacks the resources to do in-house.

Most Aussie small to medium-sized businesses (SMBs) can’t yet afford a dedicated IT department. But as all SMBs inevitably stumble upon technological roadblocks, they need outside help to manage IT operations. Enter the IT support for small businesses.

While large enterprises usually do employ an in-house IT team, these don’t always have the necessary resources or expertise. A third-party IT support provider can fill in the gaps.

Types of IT Support Services: Remote & On-Site Servicing

Business IT support services can be administered remotely or in person (AKA on-site). The best providers offer a combination of the two, resolving most issues remotely and visiting the client’s premises where necessary. 

Remote IT Support Services

Remote servicing is when a technician helps resolve an issue via telephone, email, live chat, or remote access software. Some of its key advantages include:

• Speed: As nobody needs to travel anywhere, the client can expect quicker response times.
• Scalable: Businesses can easily add or subtract remote support services as required.
•  Non-Invasive: Remote support won’t interrupt day-to-day activities at the workplace.
• No Geographical Limitations: The client doesn’t need to be located near the provider, which is crucial for regional businesses.

Remote servicing is generally the preferred option whenever viable. As you can imagine, remote servicing isn’t viable for any hardware-related issues—think cracked screens, waterlogged laptops, and frayed network cables, etc. The approach, however, is suitable for software, network, or system-related issues.

Common remote support services include:

• Software installation and troubleshooting
• Network configurations or maintenance
• Malware detection and removal
• Data backups and recovery
• Helpdesk support for common technical issues

On-Site IT Support Services

An on-site IT support service is when a technician travels to a business to resolve an issue in person. Key advantages include:

• Hands-on approach: A technician can physically examine components, replace broken hardware, and reconfigure cabling.
• Personalised solutions: Being on-site allows a technician to better understand the overarching IT environment and provide tailor-made solutions.
• Preventative maintenance: On-site servicing allows the provider to identify and resolve potential hardware issues before they become a problem.
• Training & Education:  Employees often learn better when interacting with a teacher face-to-face.

Although on-site servicing is less cost-effective than the remote route, the benefits of being there in person make it preferable for certain tasks. Common problems tackled on-site include:

• Hardware configurations and repairs
• Network cabling arrangements
• Physical infrastructure installations
• Troubleshooting system-wide issues
• Point of Sale machine servicing
• Physical security assessments (access control cards, CCTV, etc.)

Common Issues Australian Business Use IT Support to Resolve

Aussie businesses must confront a myriad of IT challenges, many of which require outside help. Some of the most common reasons clients call for IT support include:

• Network troubleshooting: Setting up a new network or resolving connectivity issues.
• Analysing performance issues: Working out why a computer or system is performing poorly and comprising a solution.
• Hardware upgrades: Replacing obsolete hardware, including computers and components.
• Hardware repairs: Fixing or replacing broken components such as faulty hard drives or cracked screens.
• Virus protection & removal: Installing or updating an anti-virus program or cleansing a computer of malware.
• Program installations: Installing applications and configuring their settings.
• Data recovery: Retrieving lost files using sophisticated software or hardware-based data recovery techniques.
• Data back-ups: Setting up an automated data backup system.
• Printer configurations: Installing drivers, setting up printers, or troubleshooting a malfunctioning device.
• Digital health checks: Reviewing cyber security procedures and recommending improvements.
• Point of Sale support: Setting up a POS terminal or resolving issues with an existing machine.
• Education: Training employees on how to perform various tech-related tasks.

Choosing the Right IT Support Provider

Whether you want a one-off job or ongoing assistance, finding the right IT support lets you optimise ROI. Look for the following when searching for a provider.  

1. Transparent Pricing

A reputable provider will clearly outline their IT support prices to ensure no nasty surprises. The most trustworthy companies offer a No-Fix, No-Fee Guarantee, meaning you won’t have to pay if they can’t resolve your issue.

2. Flexible Plans

As your IT support needs are subject to change, look for a flexible billing arrangement that allows you to cancel at any time. The best IT support plans don’t lock you into a restrictive contract.

3. Excellent Technicians

Good IT support service providers don’t hire any Average Joe to handle their help desk. The best companies exclusively employ highly trained individuals with top-notch technical and communications skills.

4. Speedy Response Times

There’s nothing more nerve-wracking than waiting on hold during a full-blown tech emergency. A good IT support provider understands that time is critical and will pick up the phone (or respond to your online enquiry) ASAP.

5. Same-Day Services

A sudden system crash will cost you dearly for every minute your business goes offline. A speedy same-day service lets you get your systems back up and running ASAP to resume trading.

6. Extended Servicing Hours

Tech catastrophes don’t only happen during office hours. The best IT support providers work an extended seven-day schedule (including most public holidays) to combat after-hours emergencies.

7. A Solid Industry Reputation

New or little-known IT support providers often won’t deliver on their promises. Look for a well-established brand backed by decades of experience and thousands of positive reviews.

8. Remote & On-Site Servicing

Savvy IT support providers offer remote servicing where practical and then seamlessly switch over to on-site support when the need arises. Opt for a brand that offers both approaches.

9. A Tailor-Made Service

The best providers won’t just whip up a cookie-cutter IT support plan and call it a day. Look for a company that evaluates your unique business requirements and tailors a customised solution.

10. Regulatory Compliance

Don’t risk falling foul of the law due to substandard IT support. The savviest providers understand complex Australian regulations and ensure your systems comply with all the relevant standards.

IT Support Cost Considerations

IT support is a significant business expense that should be accounted for in your quarterly budget. Clients can choose from three popular pricing models, which cater to businesses with varying needs.

Break-Fix Model (Ad-Hoc)

Bosses who rarely encounter dramatic IT issues often opt for the Break-Fix IT support model. As the name suggests, the client pays the provider to fix issues when they break on a one-off basis. Expect to pay between $150 and $250 per hour for these sorts of ad-hoc IT support services. Public holidays, after-hours attention, and on-site servicing may affect the rate.

Managed IT Support (Comprehensive)

Businesses that consistently need in-depth tech assistance may prefer Managed IT Support. This comprehensive, ongoing service encompasses everything from systems monitoring to hardware maintenance and network troubleshooting. Managed IT services rates vary depending on the complexity of the IT environment and support. Most Australian businesses spend $100-300 per employee per month.

IT Support Packages (Flexible)

A more flexible alternative is an IT Support Package, where the client purchases a set number of labour hours per year at a discount. Bigger packages mean bigger savings off the standard hourly rate. Leftover time usually doesn’t carry over to the next 12-month period. However, the provider will inform the client in advance so they can use up their pre-purchased hours. This adjustable option is ideal for businesses that need regular help but not enough to justify a managed IT service provider.

Geeks2U: Growing Your Business with Top-Notch IT Support

Need high-quality IT support for your business? Geeks2U is a quick phone call away.

Our certified IT professionals (AKA Geeks) work long hours to provide swift IT support services to businesses like yours. We offer both on-site and remote support with a same-day service and a No-Fix, No-Fee Guarantee. Flexible contracts, rapid response times, tailor-made support, and an exceptional reputation make as your go-to solution. We have a vast network of Geeks located all over the country and can provide remote IT support Australia-wide.  

Give the team at Geeks2U a call today.

FAQ

• What is the meaning of IT support services?

  When a third party provides technical support for IT issues such as malfunctioning printers or a poorly-performing PC.

• What does IT support cover?

  Agreements vary, but IT support contracts typically cover software services, hardware maintenance, managed services, and an IT helpdesk.

• What’s the difference between IT support and an IT help desk?

  An IT helpdesk is generally there to resolve simple IT issues and administrative duties. IT support is more comprehensive and can help with a wider range of issues.

• What types of businesses need IT support?

  Any company with an IT system, big or small, will inevitably require IT support. However, SMBs typically require more support as they lack an in-house IT department.

• How much does IT support cost?

  The price of IT support varies depending on the payment plan, support type, and provider. Expect to pay the hourly equivalent of $150 to $250 for ad-hoc support or $100 to $300 per user per month for ongoing managed IT services.  professional technician.