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What to look for when choosing an IT support provider

With so many IT support companies to choose from, all offering various packages and services, wading through the options can be a challenging task...

What to look for when choosing an IT support provider

With so many many IT support companies to choose from, all offering various packages and services, wading through the options can be a challenging task. In this article we will highlight some of the most important qualities to look for in an IT support provider.

Swift Response Times

When choosing an IT support provider it’s important to choose one that can respond to your queries within a reasonable time frame. However, this will often depend on the level of support that you have opted for. It’s worth noting that ‘a guaranteed response time’ only guarantees that the company will respond to you and will then start trying to solve your problem. Not all IT related problems can be resolved in a short time frame, so be wary of any IT support companies that guarantee to resolve your problems within a specific time frame.


You wouldn’t trust your health with an unqualified doctor; neither would you trust your car with an unqualified mechanic, so why should you trust an IT support company that has no accreditations to their name? Before making a decision, make sure they have all of the necessary certifications from the manufacturers of the software they provide support services on. For example, Circle IT hold a number of Microsoft accreditations including Microsoft Gold Partner and Microsoft Cloud Champion. We are also Dell Premier Partner, meaning we have the capabilities to provide server, networking and cloud services.

Testimonials and case studies

Any IT support company that is worth their salt will have a number of testimonials and case studies displayed on their website. Prior to meeting them personally, take some time to read testimonials from other clients. Try and look for testimonials and case studies from businesses that have similar needs to yours. It’s nice to know that the IT support company you choose has experience in providing services to businesses just like yours.


In the event that you experience problems with hardware, your IT support company might need to visit your office to make physical repairs. Although it would be convenient if the company is located nearby, there are a large number of problems that can be solved remotely and don’t require onsite assistance. When short listing potential IT support companies, make sure that they do not have any restrictions on location and will go the extra mile to fix your problem.

Attitude to Customer Services

An excellent IT support company should make it their goal to guarantee that their service and support is exactly what the customer needs and expects. To do this the company should always manage your expectations and offer support when it is needed. When a company has outstanding customer service, it should be integrated throughout the company, from the work they carry out for you along with a positive attitude which should filter throughout the team. This is something which we pride ourselves on at Circle IT – brilliant staff means happy clients!

A transparent IT support agreement

Many IT support companies charge a very low monthly fee but then charge an additional fee for things such as on-site support. This is why it’s important to make sure that you know exactly what is and is not included in your support agreement. The last thing you will want is to be invoiced for services that you thought were included in the agreement.

When choosing an IT support company, remember that support agreements are put in place to help both parties and to ensure there is a mutual understanding and agreement of the services provided. At Circle IT we provide a transparent IT support service, and are more than happy to explain the services we provide and state what is and isn’t included in our service costs.

The right size for your business

Not all IT support companies are ideal for every business, it’s paramount however, that they have the capability and resources to meet your needs. If you are a small business, some large service providers may not give you access to their top support technicians, despite what their adverts may say. If you are a large business or organisation, a smaller IT support company might lack the resources to provide the necessary levels of support you need. At Circle IT, we are small enough to care, but big enough to deliver.


As the needs of your business change, so will your relationship with your IT support company. Having the flexibility to scale your IT capabilities up or down as and when you need to is integral to the success of your business. When choosing a support company, ask them about the costs involved with making changes to the levels of IT support they provide, and how long the changes will take to implement.

Ongoing Support

Don’t settle for an IT support company that meets your needs once and then only responds to you after you have pestered them for a couple of days. They should be able to provide your business with all of the essential IT support services such as disaster recovery, onsite support and proactive monitoring of your IT systems. You shouldn’t have to wait long periods of time for an IT support technician to get back to you, especially when you have a critical issue that needs resolving.

If you would like help choosing an IT support company, or you would like to know more about our services, please feel free to contact us on 0330 333 8001.

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