Reasons You Should Outsource Your IT Helpdesk

Today, companies are striving to implement more and more technology solutions that help improve the productivity and customer focus of the business. One of them is IT support. It allows you to build the right interactions between technology and the company. But this is only possible by hiring highly qualified employees who can guarantee uninterrupted operation.

Establishing an IT support department within a company is an expensive practice and is only suitable for large businesses that would be willing to support it. But is a whole department needed even for a lot of money?

With the advent of outsourcing companies, the issue of organizing a workspace for an entire office of employees has automatically disappeared. By 2021, the total outsourcing market was 92.5 billion. Qualified and staffed specialists work for the company on mutually beneficial terms, providing uninterrupted and high-quality support.

Today we will cover all the reasons why you should outsource your IT help desk.

Reasons for introducing outsourcing

The main task of outsourcing for an IT support service is to ensure continuous improvement of companies and maintenance of all equipment. But this is not all that a professional outsourcing team is capable of.

№1. No reason to worry

Working with a qualified team of outsourcers, you do not have to worry about possible problems in the operation of your IT system. All obligations for their prevention and solution rest solely on the shoulders of specialists. Even if something goes wrong, you will not be involved in the resolution. In addition, you do not have to involve your internal employees and detach them from their main tasks.

Outsourcers will carry out all the repair work of system operations: errors, work stoppages, incorrect work results, etc.

№2. Cost savings

Outsourcing is a great way to save your budget. About 70% of business executives surveyed said they choose it only because of the economy. There is no need to buy additional equipment, organize a workspace, search for premises and pay for insurance. You will receive a working mechanism on favorable terms for the company.

№3. Saving staff resources

Your internal team will only do their own thing. They do not need to play the role of multidisciplinary specialists and reduce productivity. This is important because each employee should deal exclusively with their duties, only then can we talk about competence and productivity.

№4. Customer satisfaction

Unqualified IT support is the first bell for the loss of a client. Shifting responsibility on internal employees or people with no experience is not a saving, on the contrary, you will spend even more. When slurred speech and lack of constructiveness are heard on the other end of the line, productivity is lost. The time of all the participants in the conversation is wasted, and few people may like it.

The ability to receive qualified support at any time of the day or night will increase customer loyalty.

№5. 24/7 support

Hire an outsourced IT support team on a 24/7 basis. This will allow not to leave a single call unanswered, which means it will increase loyalty. The team will be able to work 24/7 365 (366) a year without lunch breaks and weekends on the occasion of the holiday. Yes, your company may not need it, but most will love this kind of workflow.

№6. Reporting

All work of the outsourcing team is subject to reporting. You, as a manager, will receive all the results: abandoned tickets, the time they were sent, ways to solve problems, the time to close the application, average performance indicators, the number of applications processed per day, and much more. All data will be sent via remote software, which will also improve work efficiency. You can evaluate all the information and analyze the team’s performance at any time. This will improve the quality of customer service.

№7. No need for personnel management

You no longer need to recruit staff, introduce and represent the company, provide ongoing education and training, and fire IT support staff. The outsourcing team is hired by their managers and HR specialists. You just have to find the best company that guarantees the provision of highly qualified specialists. If you are unhappy with the productivity of outsourcers, contact their managers and they will solve the problem on their own.

№8. Change management

Outsourcing team leaders continually refer their IT support staff to a variety of training and education. You can monitor and benefit from changes in the level of professionalism of your remote specialists.

№9. Convenient service payment system

You can pay for outsourcing services in a way convenient for you. Most teams offer a flat rate payment for the time worked or for the completed project. This is useful if you do not need IT support on an ongoing basis. If on the contrary, then you can also agree on convenient cooperation, both for the team and for you.

№10. Reliable partner

The field of technology is constantly evolving and more and more professions appear. As tempting as it is to hire a multidisciplinary specialist, it is better to give preference to a narrowly specialized professional. A team of such outsourcers will become a reliable partner for your company.

Conclusion

Outsourced IT support teams are a cost-effective, easy-to-manage way to replace your in-house peer team. With them, you will not have to worry about hiring or firing, about solving technical problems and preventing them, on the contrary, you will transfer all responsibility to the team leaders and the outsourcers themselves. We highlighted all the benefits of introducing third-party employees for the IT help desk, now it remains to find a worthy partner.