Explore the pros and cons of outsourcing your helpdesk services. Learn how it can enhance efficiency, reduce costs, and improve your business.
Helpdesk outsourcing involves delegating your company's IT support functions to an external provider. This encompasses services like troubleshooting, software support, and system maintenance. In an era where technology drives business operations, efficient IT support is crucial.
Helpdesk outsourcing is a valuable tool for any business, but are you unsure if it’s right for you?
With this extensive guide, you can determine if outsourcing an IT helpdesk is the best fit for your business.
Managed helpdesk services offer many benefits to a company, such as increased productivity, 24/7/365 monitoring, and faster response times.
And you’re not alone in this: Over 60% of US businesses are using outsourcing for everyday tasks, with IT support being the leading industry to outsource.
With the above benefits in mind, let’s take an in-depth look at some other benefits a managed helpdesk can offer.
When outsourcing your IT helpdesk, you eliminate hiring costs, training, and paying an entire staff.
If your company is working with a tight budget, IT helpdesk outsourcing is an excellent way to reduce overhead and operational costs.
Additionally, outsourcing IT helpdesk services eliminates some indirect costs, including the need for extra space in an office, or the costly software and technology that support an in-house IT department.
Outsourced helpdesks come equipped with knowledgeable IT professionals, trained in the latest technology trends and advancements. Understanding what cyber threats are current and looking for ways to proactively prevent them is only one benefit.
Another advantage of outsourced helpdesks is that they typically have access and experience with multiple different software. If you were to purchase the countless types of software needed yourself – antivirus, malware protection, data management software, etc., the costs would significantly rise. By using the software the outsourced team already pays for, you’re saving those costs upfront and over time.
Depending on the demand of your business, IT helpdesk services can adapt as your business grows. For example, if you know your business is busy during the summer, yet has free time during the winter, you can set up your IT helpdesk to have more hours during peak season.
Additionally, if you have an unexpected increase or decline in business, helpdesk teams can quickly adapt, without you needing to hire several more employees.
If you’re a smaller business, there’s a chance that your IT is being handled by your employees who aren’t IT professionals. This can quickly become overwhelming to workers, leaving them drained and burnt out
Instead, delegating these tasks to a managed helpdesk can increase productivity and relieve worker stress.
Remember, technology is a tool for business growth, and its use can sometimes become overwhelming. With an outsourced IT helpdesk, you can let them take over so you and your team have more time to focus on what you need for success.
While there are advantages, here are some things to consider if you’re thinking about outsourcing IT:
While a project will still be in the hands of your company, some tasks will depend on the IT provider to complete.
If your company has time constraints on projects, dependency on an outsourced IT provider may not work for your business. Be sure to know how much time projects take.
To work with an outsourced IT service provider, sensitive information has to be shared in order to maintain systems and keep up with company tasks. The threat of misuse is a lingering factor that can be a major concern. This is why it’s absolutely essential to know who you are working with.
Read the company’s reviews, talk to a real person from their team, and ask for references. Before you sign a contract and send over any information, make sure you know what you’re getting into.
Helpdesk companies, while trained well, may not be trained in your specific software. Learning how to use and manage that software can take additional time.
If you have software unique to your business (which most do), your initial start-up time may take a bit longer than expected for an outsourced helpdesk to learn and get familiar with.
Outsourcing IT is a great option to consider for any business, but getting started can be tricky. To make things easier, here are a few tips to help you on your outsourcing journey:
Communication is key when setting expectations for your helpdesk, set standards for what needs to be done, and specify timeframes for tasks to be completed.
The IT companies can provide an SLA (Service Level Agreement) that matches your needs. Both your team and theirs should approve the SLA before you begin working together.
Look at reviews and testimonials before choosing your helpdesk IT company to make sure that the business you work with has a good reputation.
Along with reputation, expertise is an important factor in deciding this. Does this company have the right skill set to complete the tasks I want them to do?
Along with reputation and expertise, availability is also an important consideration. Not all companies provide the same hours or levels of service. The company you choose should align with the schedules and responsibilities of your company.
Communication between teams is essential, so implement strong expectations of communication, such as setting meetings with a dedicated cadence and preferred platforms of communication.
Feedback is an important function that allows both clients and IT providers to communicate their needs effectively. Establishing a way for feedback allows both sides to function at their best.
For any size business, choosing to outsource your helpdesk is a big choice. Make sure to evaluate your options and have your standards set from this guide before making your decision.
Outsourcing isn’t the only answer, but it could help your business improve drastically and save you time and money.
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