I once had a job in which I used my mobile phone for most of my work calls because I didn't know how to use the phones our IT department set up for us. I vividly remember someone from our organisation's IT department coming in, telling us it was his last day, and then explaining all the codes to the phones in one, quick, 20-minute session.

Then we never saw him again.

OK, this is an extreme example (but also a true story). Information technology employees usually won't ghost you. But the truth is, a self-contained IT department doesn't make sense for every company, for plenty of reasons: staffing, work hours, hiring, etc.

That's why, for many companies, outsourcing is key. Roughly 30% of companies outsourced their IT departments in the UK in 2019, and that number is growing. This is good and bad, as there is a glut of options available. You just have to know which IT support companies are right for you

Many IT support companies have the resources in place to give you 24-7, customer-oriented, reliable and consistent service.

So what should you look for in an IT support company if you decide to outsource? This article lists five musts when considering which IT support company is right for your organisation.

1. Experience

How many times have you gone to the pub and ordered a nice, hot meal… and it was cold by the time it got to your table because the person behind the counter had only been on the job for three days?

Well, this situation happens from time to time in the restaurant world, where the stakes and the prices are typically low. But your company might need help with complicated computer or telecommunications systems. So, with difficult problems and your business's fortunes in the mix, you don't want to mess with people who haven't real, bonafide experience in IT.

Information technology is an ever-expanding field, having been a necessary component of most businesses for decades. This means the problems and logistical considerations that IT support companies have to deal with are numerous. Only an experienced support company will know what your specific organisation needs, and what will streamline your workflow to maximise efficiency.

This means you have to look for a company that does more than just say "have you tried rebooting?". You need a company that has experience adapting its support systems to your specific business.

How do you separate the wheat from the chaff then? One place to start is to look for an affiliated partner.

Let's say you use Microsoft's cloud suite. In this case, you'll want to look for a Microsoft Partner. A Microsoft Partner is an official affiliate of Microsoft that can ensure its systems are catered to meet the needs of any company using the Microsoft cloud. This is a good first step in identifying a potential support company that knows what it's doing.

2. Availability

Let's face it, most inconvenient mishaps occur on a Friday afternoon. This principle seems to be woven into the fabric of the universe itself. It is quite annoying.

It's especially troublesome when the two or three people in your in-house IT department have left for an early weekend as you're trying to figure out why your phone is suddenly not taking any calls. This is where an IT support company that is available at all times is crucial.

IT support companies have staff dedicated to 24-7 service. But it's more than simply having staff next to a phone. An IT support company with trained, dedicated staff is what you're looking for.

Some IT support companies also scale based on your budgeting. This is important because it means they know how many staff they need to have dedicated to your account so when something goes wrong, they'll be there to help.

Sometimes it's a good route to find an IT support company that can provide service locally (i.e. geographically close to you). This can help, but many providers offer services throughout the UK, so this consideration depends on the size and scope of the support company you're considering.

3. Flexibility

IT, more than any other industry, cannot afford to take a one-size-fits-all approach. Imagine if a hospital used the same phone system as a pawn shop. Every organisation, even those within the same fields and industry, has vastly specialised needs.

When looking through a company's website, one trick is to see whether they differentiate. Do they have special services for care homes vs doctors' surgeries vs schools? All of these organisations should at least consider outsourcing their IT departments, and they all have unique reasons for doing so.

There are also some basic needs an IT support company should be able to provide that will allow them to accommodate any need your organisation may have. Things such as desktop sharing, a mobile app, and specialised telephone services (such as cloud-based phone systems) are essential.

4. Security and protection

I'm a fairly trusting person, but there are only two groups of people to whom I typically give a key to my flat. The first is friends and family. My mum has one in case she ever needs to come to pick up my kids from school, etc. And the second group are people from online services with strong vetting procedures. Companies like Rover and Care.com. These companies only license people with background checks to help you when you're in need.

When you're outsourcing your IT services, they basically get the keys to your organisation's house. They get a lot of sensitive information and access to a lot of your resources in one fell swoop. So it's vital you do your homework when vetting one.

One quick way to scope out a trustworthy IT support company is to ensure they have ISO 27001 accreditation. A 2020 study by a journal on informatics found the accreditation to be effective in "preventing or minimising the exposure to security incidents in the real world". The standard is international and was created in 2005 by a third-party watchdog group, which works to audit any organisation that wishes to hold a certificate.

In other words, by choosing companies for IT who hold an ISO 27001 certificate, you're letting other experts do the work of vetting an IT support company for you!

5. Innovation

Any company wishing to thrive must innovate. This remains true of the support companies that might wish to work with you.

Innovation means more than acquiring the latest technology. It's about attitude. An innovative company isn't looking for the flashiest way to solve a problem, they're looking for the best way – the way that's not only most efficient but also honours the human aspects of your organisation.

Look for companies that use out-of-the-box thinking when it comes to design, mission statements, and infrastructure. Make sure they are up to date on new technology available to the field. And ask questions. Lots of questions. See what makes them tick, but don't be afraid to also try to find out what sets them apart.

Are you looking for outsourced IT services? Yoozoom is an accredited Microsoft Partner with hundreds of happy customers and more than 340 five-star Google reviews. Get in touch today for a no-obligation chat.