Choosing an IT support company isn't easy, especially with so much competition out there are bidding for your contract. IT companies boast the same levels of service which makes it even harder to determine which company to choose.
First of all, dedicate yourself plenty of time in order to research into companies that are in your area.
It is important to choose a company that is based locally if you feel you will require regular onsite support. You can also hire a professional and an efficient IT support company for small and medium scale businesses in Australia.
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If onsite support isn't a concern then this opens up the door to thousands of IT support firms as any company worth their salt will be able to offer full telephone and remote support.
However, I would still recommend choosing someone local unless you or someone in your organization has a good understanding of IT hardware should the worst happen.
If you only want remote support then there are quite a few "remote only" companies out there that offer a pay as you go service, however, this is usually at a premium and I would suggest avoiding and only using in an emergency.
Every company should be able to offer unlimited onsite and remote support with no catches. When I say no catches, I mean they should be able to help you no matter what the problem is, from Microsoft applications to hardware-related problems.