IT Support

What to Look for in an IT Support Company

Key Factors to Consider in
an IT Support Provider

Small and medium enterprises (SMEs) across Perth are increasingly recognising that technology is no longer just a support function – it is a strategic asset. But running a modern business requires more than a few computers and a software licence. Cybersecurity threats, cloud adoption, remote work, digital collaboration, system downtime and compliance requirements all demand consistent, expert-driven IT management.

For most SMEs, the challenge is balancing ambition with resources. You need enterprise-grade IT capabilities to scale, but can’t yet justify the expense of building and maintaining a full in-house IT department. This is where partnering with a professional IT support company becomes the most cost-effective and growth-focused solution.

A capable IT support partner can modernise your systems, secure your data, improve performance, reduce downtime and guide your technology decision-making – all while helping your business grow faster and more efficiently.

This guide covers:

Why SMEs need external IT support
Misconceptions about IT outsourcing costs
What to look for when choosing an IT support company
How the right partner fuels long-term business growth
The Computing Australia difference
A quick jargon buster for business owners

Let’s dive in.

Why Do SMEs Need External IT Assistance?

SMEs operate with limited budgets, smaller teams and constrained IT infrastructure compared to large enterprises. Yet the pressures they face – cyber threats, customer expectations, operational efficiency, compliance and technological change – are the same.

Here is why an external IT support partner becomes essential rather than optional.

1. Better Business Efficiency Through Expert Guidance

A professional IT support company brings experience across multiple industries, platforms and technologies. They often provide solutions you may not even know exist – ways to automate processes, improve workflows, centralise communication, reduce manual work and strengthen business performance.

By improving efficiency, you save time, reduce human error and free your staff to focus on higher-value tasks.

2. Proactive Monitoring to Prevent Downtime

While many SMEs rely on “break-fix” support – reacting to problems after they occur – modern IT support is fully proactive. Your systems are monitored around the clock to detect issues before they disrupt your business.

This includes:

Preventative action significantly reduces downtime, which directly impacts revenue, customer satisfaction and staff productivity.

3. Access to Broad IT Expertise

Most small businesses hire a single in-house IT technician. While capable, one person cannot specialise in every area – cybersecurity, networking, cloud systems, hardware repair, data backup, disaster recovery, software management, compliance, etc.

A managed IT services company provides:

This all-in-one expertise ensures you always receive the best solution for any problem.

4. Scalability Without Hiring More Staff

As your business grows, so does your IT workload. By partnering with an IT support provider, you can scale up or down as needed – without hiring, training or managing a large internal team.

Most providers offer Network Operations Centre (NOC) monitoring, which means they can manage your IT infrastructure remotely at any time of the day.

“But Isn’t Outsourcing IT Support Expensive?” — Not Really

Many SME owners assume that managed IT services are costly, but the reality is very different.

Let’s break it down.

When compared to hiring one or two in-house IT staff, outsourcing becomes dramatically more cost-efficient.

Hidden Costs of Hiring In-House IT Staff:

Salaries
Superannuation
Leave benefits
Insurance
Annual training
Tools and licensing
Replacement coverage during leave
Limited expertise

In contrast, a fully outsourced IT support team offers broader skills, continuous availability, and better value – often at a fraction of the cost.

If your goal is long-term growth, stability and digital maturity, professional IT support is an investment, not an expense.

What Should SMEs Look for in an IT Support Company?

Now that you understand why SMEs need external IT support, let’s explore the most important factors to consider when choosing the right provider.

Below is a detailed checklist of essential criteria every SME should evaluate.

1. Strong Cybersecurity Capabilities

Cybersecurity is non-negotiable. Data is the most valuable asset in today’s digital world, and SMEs are increasingly targeted by cybercriminals.

In the 2019 ACSC survey, 62% of businesses reported experiencing a cyberattack, and SMEs suffered disproportionately due to limited internal security capabilities.

Your IT partner must offer:

Advanced threat protection
Email filtering and anti-phishing tools
Multi-factor authentication
Endpoint security
Firewalls and intrusion detection systems
Regular security audits
24/7 cybersecurity monitoring
Disaster recovery and backup solutions
An emergency response team available anytime

Security must be a top priority – not an optional add-on.

2. A Company That Stays Updated With Technology

Technology evolves at rapid speed. Your IT support company must stay current with the latest:

Make sure they offer:

A company stuck in outdated tools will hold your business back.

3. 24/7 HelpDesk and Rapid Response Times

Downtime does not wait for business hours. Your IT support company must:

If a provider does not guarantee round-the-clock support, they are not suitable for SMEs that rely on continuous uptime.

4. Dedicated Account Manager

Working with multiple technicians can be confusing. A dedicated account manager ensures:

This greatly improves service quality and reduces unnecessary delays.

5. Skilled, Certified and Experienced Resources

Your provider must have qualified experts with:

Ask about the team’s qualifications and ongoing professional development programs.

6. Proven Track Record and Positive Customer Reviews

Look for:

Case studies
Google reviews
Industry testimonials
Long-term clients
References you can directly speak with
Experience working with similar business sizes or industries

A reliable IT partner should be transparent and confident about their performance history.

7. Transparent and Cost-Effective Pricing

CA Get More Patients from Your Online Computing Australia Group

A professional IT support company will:

Remember: the cheapest provider is rarely the best. Quality IT support is an investment in security, growth and operational stability.

8. Strategic IT Planning and Future Proofing

Technology should support business goals – not the other way around. Your IT provider must offer:

Annual and quarterly IT planning
Risk analysis
Infrastructure reviews
IT budgeting assistance
Digital transformation guidance
Scalable long-term roadmaps

A proactive IT partner helps your business remain competitive and resilient.

The Computing Australia Difference

Computing Australia has supported thousands of SMEs over the past 20 years. Their tailored services, detailed processes and customer-first approach make them a trusted IT partner for Perth businesses.

Key strengths include:

Intelligent CloudSuite monitoring system for 24/7 oversight
Continuous patching and updates to prevent vulnerabilities
Strong emphasis on prevention rather than temporary fixes
Extensive client documentation for transparency
Dedicated account managers and escalation teams
Ongoing staff training and certifications
Vendor relationship management for third-party apps
Warranty tracking and hardware lifecycle management
Customised solutions designed for SME needs

With Computing Australia, your IT system becomes a strategic enabler – not a daily headache.

For more information, visit their Small Business IT Support page or book an obligation-free consultation.

An IT support company providing specialised and custom services for small businesses can help your business flourish. Computing Australia can help you realise the full potential of your business. Learn more about our IT support services for Small Businesses or Contact Us for an obligation-free chat.

Jargon Buster (Business-Friendly Definitions)

Social Engineering:

Manipulating people into sharing confidential information, usually through phishing or impersonation.

Remote Troubleshooting:

Fixing IT issues remotely without needing to be onsite.

Third-Party Applications:

Software developed by vendors other than your operating system provider, such as accounting tools, CRMs or marketing platforms.

Network Operations Centre (NOC):

A command hub where technicians monitor and manage IT systems remotely, 24/7.

Author from Computing Australia writing about e-commerce strategy

Chris Karapetcoff

FAQ

Why should SMEs partner with an external IT support company?

External IT support gives SMEs access to specialist expertise, 24/7 monitoring, advanced cybersecurity tools, and proactive system maintenance-services that would be costly and difficult to manage in-house. It also helps businesses reduce downtime, improve operational efficiency, and scale their technology as they grow.

Is outsourcing IT support more cost-effective than hiring in-house staff?

Yes. A managed IT support provider delivers a full team of experts, continuous monitoring, security, and scalable services for a predictable monthly fee. Unlike in-house employees, businesses avoid costs like training, leave, insurance, and additional salaries-making outsourcing significantly more cost-efficient long term.

What cybersecurity services should an IT support company offer?

A reliable IT partner should provide comprehensive security, including threat detection, firewalls, MFA, email security, data backups, ransomware protection, patching, phishing prevention, disaster recovery and 24/7 monitoring. Cybersecurity must be embedded in every service they provide.

How do I know if an IT support company is trustworthy and experienced?

Look for a strong track record: positive client reviews, long-term customer relationships, industry certifications, case studies and transparent communication. Reputable providers will also offer references and demonstrate experience supporting businesses similar to yours.

Why is 24/7 helpdesk support important for SMEs?

IT issues can happen at any time-outside business hours, during remote work, or while staff are travelling. A 24/7 helpdesk ensures your systems are monitored around the clock, problems are resolved quickly and outages or cyberattacks don’t disrupt your business operations.

Key Factors to Consider in an IT Support Provider