“We don’t really have many IT problems.”

That sounds like a good endorsement of an IT provider.

Sometimes it is. But it can also mean nobody is looking closely enough.

Good IT support fixes problems quickly. Proactive IT support goes further: it spots recurring issues, checks for risks, keeps systems healthy and gives leadership some warning before a problem affects the business.

So how do you know which one you are getting?

1. Do we only hear from our provider when something breaks?

If almost every conversation begins with a support ticket, the relationship is probably reactive.

Tickets matter. When something stops working, people need help quickly. But an IT support company should also be discussing recurring faults, cyber security, licensing, upcoming changes and areas where the business could work better.

If everything appears quiet, ask what is actually being checked in the background.

If slow response is already affecting users, our article on the real business cost of slow IT support looks at why delays can become more than an inconvenience.

2. Can they tell us our biggest IT risks?

Ask your provider a simple question: what are the three IT risks you think we should deal with first?

The answer should be specific.

Perhaps administrator access is too broad. Maybe backups have not been restore-tested. An old server may need replacing. Microsoft 365 security might need attention.

If the answer is vague, ask how those risks are being identified and reviewed.

3. Are the same problems coming back?

Fixing the same fault repeatedly is not proactive support.

A recurring Wi-Fi problem, mailbox issue, slow device or permissions error deserves investigation. The right answer might be a configuration change, replacement hardware, better documentation or user training.

The important point is that somebody asks why the problem keeps happening rather than simply closing another ticket.

That root-cause approach is one of the differences between basic troubleshooting and properly managed IT systems support.

4. When was our last backup restore test?

A successful backup notification tells you that a job completed. It does not necessarily tell you that your data can be restored when you need it.

Ask when your provider last tested a real recovery.

They should be able to explain what is backed up, what would be restored first and how recovery would work if an important mailbox, folder or system became unavailable.

If those answers are unclear, review your backup and disaster recovery arrangements before an incident forces the test for you.

5. Are user accounts and permissions reviewed?

People join, leave and change roles. Contractors finish projects. Shared folders and Teams groups multiply.

Access that was sensible two years ago may no longer make sense today.

Proactive IT support should include regular checks on old accounts, administrator rights, shared access and leavers. For businesses handling sensitive customer information, this becomes even more important.

Our guide to Microsoft 365 security looks in more detail at user access, admin rights, email protection, sharing and backup.

6. Do they find problems before staff report them?

Monitoring cannot prevent every problem.

But failed backups, low storage, missing security updates and unhealthy devices can often be spotted before somebody phones the helpdesk.

If users are always the monitoring system, your IT provider is arriving late.

Good IT support should reduce the number of issues employees need to discover themselves.

HTL's Proactive Warning Service, for example, monitors agreed systems and can alert the support team when problems appear before they become critical.

7. Does our IT plan reflect where the business is going?

Growth changes IT requirements.

More staff, new offices, acquisitions, remote working, sensitive data or new software can all change what the business needs from its technology.

Your IT support company should understand enough about your plans to advise before those decisions turn into technical problems.

IT should be part of the conversation before the change happens, not something the business deals with afterwards.

If your needs have changed significantly, it may also be worth understanding what should happen during the first 30 days with a new IT support provider.

Proactive IT support should be visible

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Proactive support does not mean endless reports, unnecessary meetings or buying new technology every year.

It means knowing what you have, spotting weaknesses, fixing repeated issues and helping leadership decide what matters next.

If your current provider is doing that well, you should be able to see the evidence.

If you cannot, it is worth asking why.

HTL provides IT support, Microsoft 365 management, cyber security and practical technology advice for businesses that want more than a reactive helpdesk.

Speak to HTL if you would like to review whether your current IT support is doing enough.