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

Monica Morris • Apr 05, 2016

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.

Fort Wayne Indiana downtown

Staying Ahead of Cyber Threats in Fort Wayne: A Guide for Local Businesses

05 Jan, 2024
In an era where digital transformation is at its peak, businesses are increasingly vulnerable to cyber threats in Fort Wayne, Indiana. With cybercriminals becoming more sophisticated, local companies must avoid these threats to safeguard their digital assets. As cybersecurity experts, SDTEK is dedicated to helping Fort Wayne businesses fortify their defenses against these ever-evolving threats. Understanding the Cyber Threat Landscape in Fort Wayne Like many thriving urban areas, Fort Wayne is home to a diverse range of businesses. The variety of enterprises here makes the city a vibrant economic hub, from bustling tech startups to established manufacturing companies. However, this diversity also makes the area a target for cybercriminals. The most common threats include phishing attacks, ransomware, data breaches, and malware. Small and medium-sized businesses (SMBs) are particularly vulnerable, often due to limited IT security resources. Recognizing these threats is the first step in building an effective defense strategy. Why Cybersecurity Matters More Than Ever for Local Businesses The consequences of cyber attacks can be devastating. They can lead to financial loss, damage to reputation, and legal implications if customer data is compromised. In today's interconnected world, the fallout from a security breach can extend far beyond the immediate damage, impacting customer trust and business continuity. Tailored Cybersecurity Strategies for Fort Wayne Businesses At SDTEK, we understand that there is no one-size-fits-all solution to cybersecurity. This is why we offer customized security strategies that cater to the specific needs of Fort Wayne businesses. Our approach includes: Risk Assessment: Evaluate your business's particular risks, considering factors unique to your industry and operational model. Employee Training: Empowering your staff with knowledge and best practices to recognize and prevent potential cyber threats. Implementing Robust Security Measures: This includes firewalls, anti-virus software, and secure Wi-Fi networks tailored to your business's specific needs. Regular Monitoring and Updates: Continuously monitor for threats and keep your security systems up-to-date to combat new and emerging threats. Best Practices for Cyber Hygiene In addition to tailored strategies, there are general best practices that every business in Fort Wayne can implement: Regularly update software and systems to patch vulnerabilities. Use strong, unique passwords and consider multi-factor authentication. Regularly back up data and store it securely. Establish a clear policy for handling sensitive data. Collaboration and Continuous Learning Cybersecurity is not a one-time effort but a continuous process. Collaboration between businesses and cybersecurity experts like SDTEK is crucial. We encourage Fort Wayne businesses to engage in local cybersecurity forums and workshops to stay informed about the latest threats and defenses. Conclusion In Fort Wayne, staying ahead of cyber threats is essential for the longevity and success of your business. By understanding the risks, implementing tailored strategies, and practicing good cyber hygiene, local businesses can significantly reduce their vulnerability to cyber-attacks. At SDTEK, we are committed to partnering with you in this journey, providing the expertise and support you need to protect your digital assets and thrive in a digital-first world. For more insights and assistance on cybersecurity solutions tailored for your Fort Wayne business, contact SDTEK . Your digital safety is our priority.

The Benefits of Cybersecurity Dark Web Monitoring for Business Owners

06 Dec, 2023
In today's digital landscape, cybersecurity is paramount to protect sensitive business information from falling into the wrong hands. As a business owner, you understand the value of securing your data and safeguarding your reputation. That's where dark web monitoring comes into play. What is Dark Web Monitoring? The dark web is a hidden part of the internet where illegal activities often take place, including the buying and selling of stolen data. Dark web monitoring involves scanning the dark web to identify any instances of your business's compromised information being traded or sold. By monitoring these underground networks, you gain valuable insights and can take immediate action to mitigate potential risks. Key Features and Benefits Real-time Alerts: Dark web monitoring provides real-time alerts, notifying you the moment your business's data appears on the dark web. This allows you to respond swiftly and take the necessary steps to protect your sensitive information. Comprehensive Coverage: Dark web monitoring casts a wide net across various dark web platforms, ensuring comprehensive coverage. It searches for mentions of your business, compromised credentials, financial information, and other sensitive data that may have been exposed. Access to an Expert Support Team: With dark web monitoring, you're not alone in the fight against cyber threats. You have access to an expert support team that can guide you through the process, answer your questions, and provide recommendations to strengthen your cybersecurity posture. Addressing Misconceptions Misconception 1: Dark web monitoring is only necessary for large businesses. Cybercriminals do not discriminate based on business size. Any organization, regardless of its scale, can become a target. Small businesses are particularly vulnerable as they often lack the robust security infrastructure that larger enterprises may have. Dark web monitoring is essential for all businesses, regardless of their size, to proactively protect their data. Misconception 2: Dark web monitoring is too technical to understand. While dark web monitoring may involve technical processes, the service providers are equipped to simplify the complexities for you. They will guide you through the setup, explain the monitoring process, and provide actionable insights in a user-friendly manner. You don't need to be a cybersecurity expert to benefit from dark web monitoring. Misconception 3: Dark web monitoring is expensive. The cost of dark web monitoring is a fraction of the potential financial and reputational damage that a data breach can cause. It's an investment in the security and longevity of your business. Additionally, many service providers offer flexible pricing options to suit different business needs, making it an affordable solution for businesses of all sizes. Conclusion As a business owner, the protection of your data is essential for the continuity and success of your organization. Dark web monitoring offers a proactive approach to cybersecurity, enabling you to identify and respond to potential threats swiftly. By leveraging real-time alerts, comprehensive coverage, and the support of experts, you can safeguard your sensitive information, maintain customer trust, and protect your business from reputational damage. Don't wait until it's too late. Invest in dark web monitoring to stay one step ahead of cybercriminals and gain the peace of mind you deserve. Your business's security is worth it.
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