How to choose a Helpdesk and IT Support provider for my Company

For the last several weeks we’ve been looking at whether or not your company should invest in IT support services, if you should have in-house expertise or outsource and finally whether you should outsource to a company on a break-fix (time and materials) basis on with a managed IT support company that proactively monitors your network.  Today we are going to look at how to choose your managed IT services company.

Are All Managed IT Service Companies the Same?

The first thing you should realize is that there are as many different business models for IT support companies as there are companies providing this service.  Additionally, many companies that provide ancillary IT services, like printer support and telephony services, will claim to be managed services providers.  If you need a support desk that manages your network infrastructure, maintains your servers and provides desktop and application support you should look at companies that specialize in those services.  Managed IT services should generate at least 50% of their business revenue.  If it does not then they are not optimized for providing those services nor will your needs be as important to their business as their core customers.

Now that you have narrowed the field to those companies that specialize in help desk support, you should consider the following factors:

  • Do they use an integrated monitoring system?  There are all sorts of methods for monitoring and supporting workstations and servers.  Some companies will use multiple tools, one for remote access, one for monitoring, and another for update services, anti-virus, etc.  Each of these tools places a burden on your devices, using valuable resources like RAM and CPU. This can result in actually slowing down your computers, the exact opposite effect you desire.
  • Does the company support all the different operating systems used in your company?  Long gone are the days when a business was 100% Microsoft or Apple.  BYOD means an IT support company has to support smartphones, tablets, phablets, laptops, desktops, and servers.  Your company may have many different operating systems.  You may have multiple Windows and OSX (Apple) versions on your desktop or laptops; Windows, Android or IOS versions on your tablets and smartphones, etc.
  • What kind of pricing model are the companies offering?  In general, companies offer two different pricing models.  Some companies provide unlimited support and charge you based on the number of devices being supported others sell you a block of hours at a discounted rate.  If you go over the allocated hours you pay at a rate that is still discounted but not as aggressively as the block hours.

Pros and Cons of Unlimited Support Plans

The unlimited support model may seem like the most attractive.  The set fee is easy to budget and there are no surprises.  There is, however, a hidden cost.  When users know that they can call for any problem and it won’t cost the company more money, they will call.  Utilization is higher with unlimited support models.  The provider will point this out as a proof of their effectiveness and they claim more value since the cost per hour to you may appear to be less but that is misleading.  As I wrote 3 weeks ago in Does My Company Really Need Helpdesk IT Support  one cost to not having IT support is a loss of productivity.  Interestingly enough using too much support can have the same effect.  If your employees are spending time trying to resolve issues they aren’t producing for your company.  This cost you in both profit and efficiency.  With a set number of retainer hours each month or quarter, your employees will actually be more productive.  Employees only call when issues impact their production.  Furthermore, it is in the support company’s best interest to keep the time used to under the allocated amount.  If you have to pay overage charges too frequently it will seem like a bait and switch and you will probably change providers.  In order to keep their clientele happy, these IT service providers must be more efficient.  This means your employees spend more time producing your product or service.

In summation, you should look for an IT service company that specializes in support desk functionality, can service your entire network and do so efficiently so that your staff spends more time producing your product or service.

Next week we will look at Voice over IP and how it can help or hurt your business.

June 17, 2025
Meeting IT security compliance standards is crucial for businesses that handle sensitive data, particularly in industries such as healthcare, finance, defense, and e-commerce. Regulatory frameworks such as HIPAA, CMMC, PCI-DSS, and GDPR exist to help ensure businesses protect customer information and maintain robust cybersecurity practices. Unfortunately, many organizations fall short of these requirements, often due to common, avoidable mistakes. These gaps can result in costly fines, data breaches, and reputational damage, which can significantly impact the business's bottom line and customer trust. 1. Failing to Conduct Regular Risk Assessments The Pitfall: Many businesses overlook the importance of conducting routine risk assessments. Without these, it’s challenging to identify vulnerabilities or evaluate whether your current cybersecurity controls meet compliance standards. How to Avoid It: Implement a regular risk assessment schedule. Work with a qualified IT provider to evaluate your systems, identify weaknesses, and document remediation plans. These assessments should be performed at least annually, or whenever significant changes to the system occur. 2. Inadequate Employee Training The Pitfall: Your employees are your first line of defense—and often your most significant vulnerability. A common compliance issue arises when businesses fail to train staff on cybersecurity best practices or on handling sensitive data appropriately. How to Avoid It: Invest in ongoing cybersecurity awareness training. Ensure employees understand how to recognize phishing emails, create strong passwords, and report any suspicious activity. Training should be updated regularly to reflect current threats and compliance requirements. 3. Improper Data Handling and Storage The Pitfall: Storing sensitive data in unsecured locations, failing to encrypt information, or retaining data longer than necessary are significant compliance risks. These practices are often flagged during audits. How to Avoid It: Adopt data classification policies that define how different types of data should be handled; encrypt sensitive data both at rest and in transit. Establish clear data retention policies and ensure that obsolete data is disposed of securely. 4. Lack of Incident Response Planning The Pitfall: When a security incident occurs, time is of the essence. Many businesses lack a documented incident response plan, or their existing plan hasn’t been thoroughly tested. This can lead to delayed responses, increased damage, and regulatory penalties. How to Avoid It: Develop a formal incident response plan that includes roles, responsibilities, communication protocols, and steps for containment and recovery. Run simulated breach scenarios with your IT team to ensure everyone knows how to respond effectively. 5. Using Outdated Software or Systems The Pitfall: Running outdated operating systems, software, or firmware is a common issue that can lead to compliance failures. Unsupported technologies are more vulnerable to exploitation. How to Avoid It: Keep all systems and applications up to date with the latest patches. Use automated tools to track software versions and receive alerts about end-of-life technologies. Schedule regular maintenance windows to apply updates and upgrades. 6. Insufficient Access Controls The Pitfall: Allowing too many employees access to sensitive data—or failing to revoke access when it’s no longer needed—can lead to data breaches and non-compliance. How to Avoid It: Implement role-based access controls and follow the principle of least privilege. This principle means that each user should have the minimum level of access necessary to perform their job. Regularly audit user accounts and permissions to ensure access is current and appropriate. Use multi-factor authentication (MFA) to add an additional layer of protection. 7. Neglecting Third-Party Vendor Risks The Pitfall: Businesses often overlook the fact that their compliance responsibilities extend to third-party vendors. If a vendor mishandles your data, you could still be held accountable. How to Avoid It: Vet third-party vendors carefully. Ensure they meet the same compliance standards as your business and include security requirements in your contracts. Conduct periodic audits or request compliance certifications from your vendors. 8. Failing to Document Policies and Procedures The Pitfall: Even if your security practices are strong, failing to document your compliance policies can result in audit failures. Regulators want to see evidence that you have formal processes in place. How to Avoid It: Create and maintain clear documentation for all compliance-related policies, including data protection, access control, incident response, and employee training. Make these documents easily accessible for audits and regularly review them to ensure updates are current. Conclusion Compliance with IT security standards is not a one-time project—it requires ongoing attention, regular updates, and a proactive approach to maintain effectiveness. By understanding and addressing these common pitfalls, your business can stay ahead of regulatory requirements, strengthen its security posture, and reduce the risk of costly incidents. This ongoing attention is crucial to maintaining your business's security and audit readiness. If you’re unsure whether your business is meeting current IT compliance standards, professional support can help. Contact SDTEK today to schedule a compliance assessment and learn how our IT services can keep your business secure and audit-ready. With our support, you can navigate the complex landscape of IT security compliance with confidence.
April 9, 2025
In today’s digital-first world, cybersecurity isn’t just a luxury—it’s a necessity. Whether you run a small startup or a growing enterprise in Fort Wayne , protecting your business’s data, systems, and clients is essential for long-term success. From ransomware attacks to phishing scams, cyber threats are evolving every day, and the best way to stay ahead of them is by partnering with a reliable IT services provider that understands the unique needs of local businesses. Here’s why investing in professional business IT support is one of the smartest decisions Fort Wayne businesses can make—and how working with SDTEK helps protect your operations, your data, and your reputation.