Adopting new IT resources that ensure your business is accessible to clients without disruptions and downtime helps you to stand out from the competition.  Today, technology advancements have transformed business operations. 99% of activities are driven by IT and the internet. As such, companies need to reinforce their IT functions for rapid growth and increased productivity.

Indeed, managing business IT tasks requires expertise, sophistication, and best industry practices. Surprisingly, the rise of companies offering IT support keeps compounding the situation. A business needs to liaise and engage these support services to succeed in purchasing system hardware and their day to day operations.

What Is Computer Hardware?

Computer hardware denotes the collection of all tangible parts of a computer system. Hardware can be classified as internal or external components. It can be classified as the physical components that can be used together with the computer.

Internal hardware consists of the hard drive, central processing unit, the motherboard, network interface cards, chips, graphics processing unit, among others: these components process and store the data delivered through the operating system or programs.

Hardware components make the computer functional. The processing units handle information that is stored in the hard drive. The video card provides images while the sound card enables audio output.

External hardware components, also known as peripherals, are components that are connected to the computer. They facilitate and regulate its output and input.  Output peripherals consist of monitors, speakers, headphones, monitors, and printers, among others. The input peripherals include the mouse, keyboard, touchpads, scanners, flash drives, and memory cards.

Hardware as a service

Businesses have the prerogative to purchase computer hardware and replace or upgrade the same incrementally. Also, companies can choose to lease equipment physically and virtually. Here, it’s the provider that is responsible for upgrading the hardware and relevant software. A Haas offering is where the equipment is installed at the clients’ site, and there is a definitive service-level agreement that stipulates the responsibilities of each party.

What is IT Support Services?

IT support services refers to any form of service that serves to remediate a company’s problems relating to their computer technology and network. This support aims to fix problems with desktops, network, cloud infrastructure, servers and other devices.

Depending on the nature of the business or network, an organisation can choose standalone support or fully-fledged support. Indeed, a business can choose to establish an IT support department in-house, or they can choose a dedicated IT support firm to manage its technology bottlenecks.

In Singapore, for instance, providers can offer IT support as an add-on that isn’t billed once they purchase their product or packages. When a company procures a network device or a connectivity bundle, the provider offers a guarantee of support should a problem arise down the road.

Different Types of IT Support Services?

The IT support arena doesn’t provide a one-size-fits-all solution. You need to know the kind of IT support that your IT framework needs. When you identify the pain points, it becomes easy to outsource IT support that best meets your needs. Here are some IT support models.

Managed IT Service

IT support services are ideal for start-ups and SMEs. Given that small businesses may struggle to finance an in-house IT support organ, it becomes wise to invest in managed IT services. There are offers that meet a wide range of budgets and business sizes. This option enables companies to save their IT budget and get better results.

On-Demand IT Support

On-demand IT support or break/fix IT support is a popular option. This is where a business engages an IT support provider only when an issue occurs. Your business doesn’t have to pay a fixed monthly rate since the provide bills them on a case to case basis. This option is perfect for a company that doesn’t want to commit to a long term support package.

Pro-active support

Pro-active support refers to IT support that aims to identify and fix IT issues before they arise. If the computer displays depleting disk space or outdated patches, an alert is triggered, and the support firm takes necessary action before the computer crashes.

IT Support Job Description

The IT Support service provider is tasked with maintaining a company’s computer networks. They offer technical assistance to keep the networks and systems operating smoothly. Also, the support provider offers hardware and software installation and configuration.

IT Support duties and responsibilities

IT support provider duties to include:

• Installation and configuration of computer hardware, software networks, systems and related devices.
• Proactive monitoring and maintenance of computer systems and networks
• Responsive troubleshooting of system issues
• Provision of technical support in person or through the phone
• Repairing and replacing hardware as needed
• Testing and installing new technology
• Training personnel on new technology and tools

Experts in the IT support realm require more than those elaborate and hard technical skills to excel. They require soft skills that include:

• Time management skills
• practical and analytical thought processing
• Problem-solving skills
• Ability to prioritise, collaborate and delegate
• Attention to detail
• Sharp decision-making skills

Skills That Technical Support Specialists Need To Have

IT support experts need to have exceptional proficiency and strong technical skills. Away from the soft skills, they need to display the following skills.

Strong Tech Skills

IT support engineers should display proficiency in hard tech skill and an understanding of in-demand technology. They need to be conversant with particular hardware, software systems and applications. It’s imperative that they know how to diagnose and fix issues at the first time.

Problem Solving

Technical support experts are inherent problem solvers. They need to possess creative, problem-solving skills. Support engineers should be able to implement best practices and solve problems on the fly.

Tech-Savviness

An IT support expert needs to be on top of current IT current technology and trends. The applications and devices that were all the rage a few months ago may not suffice in the current. As such, the expert should be a quick learner who advises clients on the best apps and technology to leverage.

Project Management

Technical support engineers can be tasked with elaborate projects when a company wants to upgrade their network or install new hardware. This means that the support expert needs exceptional organisational skills to professionally steer the project from start to finish.

Technical and Analytical

The myriad devices connected to a business network operate differently. The support expert needs to know how they work and how to diagnose issues if theses gadgets crash or fail. A support specialist needs to know the current device versions and the best software or applications to run them.

Hardware Procurement Principles in the Singapore Market Place

Selecting appropriate IT hardware for your Singaporean start-up is a tall order. Established businesses may have an easy time, but it’s different for small businesses. It’s important to know how to research equipment, vet vendors and assess suggestions or referrals.

Evaluate big and small vendors

Every Singapore business yearns for the latest hardware and applications. When you embark on IT hardware procurement, don’t rush to the obvious vendors. It pays to assess the big and small brands out there. Do your diligence and avoid a big-box vendor who will renege on support after you purchase.

Set a budget and stick to it

There are must-have and nice to have devices and hardware pieces. Consider buying only what you need. As such, you need to define a budget and stick to it. If you find a new piece of hardware that doesn’t guarantee efficiency, you can skip it.

Talk to knowledgeable sales personnel

When buying hardware form your preferred Singaporean vendor, make sure that the sales personnel are conversant with what they’re selling. It’s foolhardy to spend money on hardware just because the customer or sale agents use ornamental language. Always keep off expensive support services that deplete your IT budget in the long run.

Verify hardware certification

Not every hardware vendor in Singapore manufactures every piece they sell. Some sell proprietary hardware while others exploit equipment certification to ensure compatibility with third-party hardware. It’s important to check Vendor-provided certification and compare it to the capabilities that come with third-party certification.

Main Benefits of IT Support Services

Investing in IT support services enhances operational efficiency and client satisfaction. There are more advantages, including:

Proactive Support

​A business that invests in proactive IT support will reap more benefits compared to one that relies on the break/fix IT alternative. Support experts monitor your networks, and they fix IT issues before they disrupt your operations.

Regular Reports

With responsive IT support, your business leverages regular reports that indicate and health the state of your network infrastructure.

Flat Fee with unlimited values

A business that hires break/fix technician is likely to pay more compared to one that hires proactive support services. Managed IT support services are a fixed monthly fee affair regardless of the intervals you need support within the month.

Fast response

Professional IT support experts keep monitoring your network and systems. If they identify potential risks and issues, they deploy services quickly instead of waiting for the problem to cripple your operations.

Support guarantee

When you contract IT support services, the SLA defines the roles and obligations of the provider and your business too. These agreements are enforceable in law, meaning the provider is obliged to offer support as stipulated in the contract.

Focus on the core function

When you outsource IT support services, you no longer worry about fixing issues in-house. The service provider is always working behind the scenes such that you concentrate on building and growing your company.

Top 20 Hardware Sales & Support Companies in Singapore

A Guide to IT Support Pricing Models

Outsourcing IT functions is one tactic that businesses in Singapore are leveraging to achieve a balance between cost and performance. Before you invest in a given IT support model, it’s advisable to check whether it’s the right fit for your venture. Here are some IT support pricing models.

Monitoring only model

This pricing model presents businesses with network monitoring and reporting on different service levels. The package may include patching, antivirus and spamming updates, disk space optimisation and back up monitoring. If there’s a need for additional monitoring, it can cost more.

Per-user pricing model

The per-user pricing model comes with a monthly flat fee for every end-user. It’s the perfect model for companies with a small budget. It allows businesses to budget for the exact users it needs on a day to day basis. A business that wants to add more users can calculate the cost to benefit ratio.

Per-device pricing model

Per device pricing format refers to billing per every device within a business. It offers per-device billing format that makes it easy for an organisation to visualise its IT budget. It can be expensive if every user has multiple devices that need to be covered.

Ad-hoc pricing model

The ad-hoc model requires a business to pay for support on demand. Your business doesn’t need to pay a monthly fixed fee. Instead, you can opt to pay every time a support company offers services. A majority of companies tend to avoid this model since it can be expensive, and a provider can take time to fix the IT issues in question.

Tiered pricing model

Tiered pricing providers different support bundles. The bigger the package offering, the higher the cost. It can take the form of a bronze, gold, and diamond format. It’s ideal for businesses that need affordable support as they scale.

Considerations When Choosing Computer Hardware for Your Business

With an abundance of computer hardware, finding the right equipment for your needs can be difficult. You need to evaluate factors such as:

1. Current and future hardware requirements
2. Hardware compatibility issues
3. Security issues
4. Long-term IT strategy
5. Overall IT budget

How to Gauge Computer Hardware Needs

When evaluating your hardware needs, it’s essential to visualise how you intend to use your computers and their peripherals. You need to know the task you intend to execute with the machines. Also, it’s essential to assess essential requisites such as the OS, network equipment and the software you need.

Compatibility

When purchasing computer hardware, check whether the new equipment is compatible with the current computing system and peripherals. You need to check whether it’s advisable to overhaul completely or upgrade the redundant components.

Mobility

Modern businesses are conscious of the advantages that come with remote working. When procuring hardware, check whether the equipment will facilitate working on the go. A laptop with a flash drive is a better investment compared to adding another desktop.

Security

Hardware theft can compromise your data security. Before you purchase, check available security measures that consolidate businesses data if the device gets stolen.

Long-term IT strategy

The mobile device you invest in today may be useless a few months down the line. Before you purchase, take a look at your IT strategy and compare that with projected technology advancements in the hardware sector.

How to Choose an IT Support Company for Your Business

The decision to outsource IT support services is a smart one for businesses big and small. You may not have the resources and the talent to keep your hardware and system equipment running smoothly. As such, you need to be diligent in appointing a support provider that you can trust. Here are questions you can ask.

What IT support do you offer?

A professional IT support/MSP provider should provide remote support in their package. They should offer local area support to save your business the agony of a third-party provider who takes ages to deliver.

What’s your experience in my vertical?

A credible IT support provider needs in-depth knowledge and expertise in your industry. If they’re hesitant when you ask for their case studies, consider an alternative.

What are the SLA terms?

Before you sign a contract, make sure you understand the clauses therein. You don’t want to be locked into a limiting contract with costly limitations. There must be a disengagement clause if you need to switch services.

Is the pricing fixed?

Checking the pricing models is crucial before you sign a contract. An IT provider should be straight up about the prices. You don’t want to go for a package with promotional price for the first month only to be jolted by a punitive rate going forward.

What’s your reputation like?

Reputation and service quality go together in the IT sector. An IT support vendor with a good track record will gladly display their conquests. They will have great reviews and referrals you need to do you due diligence to verify that the provider is worth your time and trust.