A Comprehensive Guide to the IT Support Needs of Small Businesses

04 November 2024

Small businesses face unique challenges in maintaining an effective IT infrastructure. Unlike large companies, small businesses often have more limited resources, which makes it critical to prioritise their IT needs effectively.

This guide aims to provide a comprehensive overview of the essential IT support needs for small businesses, covering areas such as infrastructure, cyber security, data management, and support services.

The Importance of IT Support for Small Businesses
5 Steps to Assess Your IT Support Needs
Common IT Support Services for Small Businesses
How to Choose the Right IT Support Provider
Maintaining a Strong IT Environment
The Future of IT Support for Small Businesses

The Importance of IT Support for Small Businesses

Just because a business may be small, this does not mean the threats and risks online are any less severe. 81% of data breaches and cyber attacks happen to Small to Medium-Sized Enterprises (SMEs), often because they are easier targets with weaker IT security measures in place. Even worse, 1 in 2 UK businesses experienced a form of data breach or cyber attack in 2023-2024, but 97% of these could have been prevented through comprehensive cyber services.

IT services offer crucial support to small businesses through the following ways:

Strong Data Security: These services protect sensitive business and customer data from cyber threats, ensuring compliance with “general data protection regulations” (GDPR).
Mitigating Downtime: IT support services ensure quick recovery from technical issues, maintaining productivity and preventing revenue loss.
Evolving IT Needs: IT support services adapt to the changing technological requirements as the business grows, ensuring scalability and efficiency.

5 Steps to Assess Your IT Support Needs As a Small Business

Before we begin exploring some of the services available, it is important to understand why you may require IT support services, and ensure that your IT infrastructure meets your daily operations. Our step-by-step analysis can help you target the IT support that your business needs.

Consider Business Goals & Growth Plans: Your IT Support needs with your business growth plans and objectives. You ideally want your IT support to be both flexible and scalable If your business plans do not account for evolving IT infrastructure, you will likely face further issues down the line.
Evaluate Current IT Infrastructure: Review existing hardware, software, and network setups within your business. How up-to-date is it? Will your existing operating systems be able to handle any business growth?
Identify Pain Points: Make a list of frequent technical issues and areas where performance can be improved. How often do these issues occur, and how much of an impact does this have on your staff’s ability to perform at the highest level?
Determine Security Needs: Assess the level of data protection required, based on the sensitivity of your and your client’s data. The greater number of clients you work with, the more secure their data will need to be. The nature of your business may also play a significant part in determining the level of security your business requires.
Understand Your Budget: Define your budget for IT support and consider cost-effective solutions available. Small businesses often don’t have the money or resources to invest in their own IT support team, so outsourcing is usually the best solution.

Common IT Support Services for Small Businesses

There are a range of IT support services available for small businesses, addressing certain operational needs. Examples of services available are:

Helpdesk Support: Assistance with technical issues and troubleshooting.
Remote Support: Remote access tools for efficient problem-solving.
IT Consulting: Strategic advice on IT planning and infrastructure.
Cloud Services: Cloud storage, computing, and software as a service (SaaS) solution.
Certification Support: Assistance in achieving important cyber certifications, such as Cyber Essentials or Cyber Essentials Plus.
Network Security: Protection against cyber threats, including firewalls, antivirus software, and security protocols.
Data Backup and Recovery: Regular backups and disaster recovery solutions to safeguard data.
Hardware and Software Management: Installation, maintenance, and updates of hardware and software.

How much does IT support cost?

As with many bespoke services, there is no easy answer to this as it depends on a number of factors and as a result there is no “one size fits all” answer. The cost of IT support can vary significantly depending on the type of service, your location, and the level of support needed. However, as a rough guide, in 2024/5 the following rates are typical UK rates:

Managed IT services: In the UK, typical costs range from £50 to £100 per user, per month. In London, as you would expect, rates tend to be at the higher end and can cost around £120 per user, per month.
Remote IT support: Across the UK, rates vary from £25 to £150 per hour, so location plays a significant factor here. You can use that to your advantage, as one of the advantages of remote support is that you don’t need to choose a provider who is located within your locality. In fact, opting for a company a couple of hours away can result in significant cost savings; especially for firms in major cities such as London. Rather than a per-hour fee, some firms offer monthly packages ranging from £250 to £2000, depending on your business needs which can often lower the per-hour equivalent.
Onsite IT support: Hourly rates are typically between £50 to £150 in the UK - plus call out charges - with monthly contracts averaging £70 to £120 per user for companies needing regular on-site visits.

Our IT support starts from just £59 per user, which provides a significant cost saving over many London-based companies. This makes ReformIT an excellent choice if you need reliable, cost-effective support without the premium prices associated with providers in major cities like London.

How to Choose the Right IT Support Provider

Finding a service provider which offers cost-effective and tailored solutions can be tricky for many small businesses. When assessing who to choose - whether you need a Managed Service Provider (MSP), freelancer or in-house IT team - these are the things you should be looking out for:

Experience and Expertise: Look for providers with a proven track record and expertise in your industry.
Range of Services: Ensure they offer comprehensive services that meet your needs.
Scalability: Choose a provider that can scale their services as your business grows.
Response Time: Evaluate their response time and availability for emergency support.
Customer Reviews: Check testimonials and reviews from other small businesses.
Cost: Ensure their pricing is transparent and fits within your budget.
Service Level Agreements (SLAs): Clear SLAs to define the scope and quality of services provided.

Maintaining a Strong IT Environment

If you’ve found a service provider that meets your needs, there are several things you can do as a business to stay secure and prevent any incidences of data loss or cyber-attacks, such as:

Implement MFA/2FA: Use multi-factor authentication (MFA) or two-factor authentication (2FA) for added security on your network.
Regular Staff Training: Conduct training sessions to educate new and current employees about cyber security best practices.
Regular Updates and Patches: Keep all software and systems up-to-date with the latest security patches in order to prevent vulnerabilities in your network.
Data Backup: Schedule regular backups and test the data recovery process. Where possible, implement cloud storage solutions.
Disaster Recovery Plan: Develop and maintain a comprehensive disaster recovery plan, in case of major incidents.
Network Monitoring: Use monitoring tools to detect and respond to unusual network activity before it escalates into something more severe.

The Future of IT Support for Small Businesses

The types of IT support services that we’re familiar with will most likely develop over time, especially through more sophisticated technology. Let’s take a look at what might change or improve:

AI Integration: Artificial intelligence (AI) will streamline processes, offering predictive maintenance and automated support.
Increased Remote Support: Greater reliance on remote IT services for flexibility and cost-effectiveness.
Enhanced Cybersecurity: Advanced security measures, including AI-driven threat detection and response.
Cloud Adoption: Continued shift towards cloud services for scalability and reduced on-site IT infrastructure.
Managed Services Growth: More small businesses will opt for managed IT services to access specialised expertise and improve efficiency.

For Your Daily IT Needs, Choose ReformIT

At ReformIT, we offer comprehensive IT support services to keep your business running online. We’re experienced in supporting SMEs, tailoring our services to your specific requirements. Please get in touch with us for a consultation to discuss how we can help.