What is IT support? (Comprehensive guide for businesses)

What is IT Support? (Comprehensive Guide for Businesses)

IT support is a broad term that refers to technical support relating to issues concerning your company’s tech infrastructure. From setting up new hardware and resolving login issues to recovering data, undertaking planned upgrades, and repairing equipment, IT support provides the assistance you need to keep your operations up and running on a day-to-day basis.

What does IT support involve?

The term ‘IT support’ is so commonly used that it can be tricky to decipher what it actually means. In fact, it’s not surprising that many people get perplexed about what IT support is and what it involves, because there are various types of IT support available.

You can think of ‘IT support’ as assistance and guidance with any and all tech issues but, to understand what IT support really involves, you’ll need to consider the various types of IT support that are on offer, such as:

Ad hoc IT support

This type of IT support operates on a demand basis. You simply request IT support services as and when they’re needed, and your chosen IT services provider will respond to your request accordingly.

If your team suddenly find themselves unable to access their online accounts, for example, you may begin looking for an IT services provider who can look into the issue and resolve it.

So, ad hoc IT support is a responsive service that provides assistance with specific issues, upon your request.

Specific IT service support

Depending on your needs, you might decide that you need support with a specific aspect of your tech infrastructure. If so, IT support providers can offer assistance with particular systems, hardware or functions, such as:

  • Hardware
  • Software
  • Networking
  • Communications


As you might imagine, cybersecurity is a top priority for today’s businesses, which is why many companies choose to outsource their IT security to experts. With cybersecurity IT support, you can access assistance when threats emerge, but you can also rely on IT professionals to devise and implement effective cybersecurity strategies and protocols to keep your tech infrastructure secure.

Managed IT services

Sometimes referred to as ‘end-to-end IT support’, managed services allow businesses to access IT services at any time. Often providing support around the clock, businesses gain access to a variety of IT professionals 24/7 so that their tech infrastructure functions optimally.

There are different levels of managed IT services, such as low-level, mid-level, and high-level, and these tiers typically refer to the extent of the support available. A low-level managed IT service package may include system, threat, and performance monitoring, for example, whereas a high-level managed IT service could deliver a much broader level of support, such as resolving performance issues, implementing security threat management, undertaking upgrades, and/or network support.

While each type of IT support has its pros and cons, it’s important to ensure you have access to the right type of support as and when you need it.

What should your IT support service include?

Every business is different, so it’s important to assess your IT support needs on an individual basis. However, there are common aspects of IT management that virtually all companies can benefit from. When you’re deciding what type of IT support service to use, consider whether the following activities will benefit your business:

  • Server maintenance
  • Technical Help Desk
  • Software installation and upgrades
  • Hardware installation and upgrades
  • Mobile device management
  • IT strategy and futureproofing
  • Troubleshooting
  • Cybersecurity
  • Networking
  • Communications
  • Disaster recovery
  • Cloud computing

By understanding the IT factors that are most important to your business, you can determine what type of IT support you need. In reality, today’s companies are utterly reliant on their tech infrastructure, which means end-to-end IT support is often the preferred option. Providing you with access to all types of IT support, this type of managed IT service ensures you can gain assistance quickly and efficiently when it comes to protecting your operations, maximising online security, enhancing your tech functionality, and resolving unexpected issues.

Do you need IT support?

It’s easy to wonder if you really need IT support services, until something goes wrong that is! However, unless you have an extensive in-house IT department, it’s highly likely that you will need some level of support with your IT infrastructure.

While tech-savvy staff may feel confident resolving upgrade issues, for example, more complex matters, such as networking, cybersecurity, and hardware repairs, need to be undertaken by an experienced IT professional.

Due to this, it’s advisable to be proactive about securing IT support services before something goes wrong. This gives you an opportunity to take a strategic approach to your IT needs and consider what your long-term requirements really are. Furthermore, accessing IT support services before an issue arises means you can rely on your new tech support team to identify and resolve problems before they affect your company’s operations.

What are the benefits of IT support?

IT support offers a wide range of benefits for businesses across all sectors, including:

Reduced downtime

When any aspect of your tech infrastructure is compromised, it can have catastrophic consequences on your business. In a worst-case scenario, your entire operations could grind to a halt if your IT systems are compromised.

With managed IT support services, however, you can reduce downtime by safeguarding your IT infrastructure and reducing the risk of issues arising. If problems do occur, a swift response from your IT support team will minimise disruption and restore functionality swiftly.

Enhanced performance

Whatever IT solutions you’re using, it’s important to get the most out of them and managed IT support services can help you to do just that. With expert support, for example, you can ensure that cloud platforms are configured to deliver optimal speeds or enhance the speed of communications via network optimisation.

By outsourcing IT support to expert technicians, you can ensure that your current systems are delivering the best functionality and, as a result, you’ll increase your ROI and reap the operational benefits that arise from enhanced IT performance.

24/7 support

With the right managed IT support package, you can access assistance around the clock, which means you’ll never have to wait for guidance or advice. Whether staff are having trouble accessing their emails, your website suddenly develops a 502-gateway error or your servers malfunction, issues can be investigated and resolved swiftly to avoid impacting your operations.

Improved cybersecurity

Businesses are under more pressure than ever to secure their IT systems; particularly as increasing data legislation puts companies at risk of fines and sanctions if data breaches occur. Due to this, it’s vital to have an effective cybersecurity strategy in place and IT support services can be extended to cover all aspects of IT security.

From dealing with potential threats to creating a proactive cybersecurity strategy, you can rely on IT support experts to provide end-to-end cybersecurity management that keeps your business, your data, and your customers safe.

Simplified scaling

As your business grows, your IT needs will evolve accordingly. In fact, a company needs scalable IT solutions to facilitate corporate growth, which is why it’s vital to have access to expert IT services.

In addition to managing and optimising your current IT infrastructure, your IT support team can spearhead your IT strategy to ensure you have access to the right solutions as your company grows. With this strategic approach, you can minimise your tech spend, schedule upgrades in advance to reduce disruption and enhance your subsequent ROI.

Increased productivity and efficiency

When your tech systems are functioning seamlessly, all aspects of your business benefit from increased productivity and efficiency. Workflows can be reduced, for example, and staff can increase their outputs as system speeds are accelerated.

Productivity and efficiency levels have a direct impact on your profitability, so this is yet another way IT support managed services can enhance your bottom line.

Gain a competitive advantage

The tech systems, software, and hardware your company uses have a significant impact on your operations. With expert input, you can rely on your tech infrastructure to give you an advantage over your competitors.

Furthermore, your IT support team can advise on new and emerging tech, so you can invest in innovative solutions that give you a market lead and avoid costly mistakes.

Lower costs

A proactive approach to IT support and management can substantially reduce your company’s costs. From minimising downtimes and increasing productivity to avoiding the need for an in-house IT department, there are endless ways that utilising IT managed support services can reduce your spend and enable you to retain a larger share of your profits.

Choosing the right IT support

As you can see, IT support is essential to today’s businesses, particularly when you consider the operational, security, and financial benefits that it can bring. However, it’s vital to ensure you have access to the right mix of IT support services for your business.

No matter what size your company is or what sector you operate in, our experienced team will work with you to identify the IT support services that will deliver the best returns for your organisation. To learn more, contact Totality Services now on 020 3744 3105 or message us here.