Getting the most bang for your buck from outsourced help desk support

In 2017, 32 percent of companies around the world chose to outsource their help desk support services. This fairly high percentage shows that many businesses know that they can get better services by outsourcing their help desk needs to experts.

If you want to outsource your help desk support needs, then you need to know how to get the most bang for your buck. You need an IT support partner with reasonable prices, strong expertise, impeccable customer service and the ability to support the tools you rely on.

Follow these four tips to make sure you choose a partner that can help your company succeed.

Find a company with a reliable ticket escalation process

What seems like a small problem at first can quickly turn into a significant issue that needs to be addressed immediately. The more efficient a company’s ticket escalation process works, the sooner you can find a solution to your IT problem.

Few companies have the resources and expertise to create a reliable, efficient ticket escalation process. Before outsourcing its help desk services, employees at John Deere often had to wait days before their IT staff could find helpful solutions. After outsourcing its help desk support, the company benefited from increased end-user service levels, reduced downtime and reduced IT costs.

By handing its help desk needs to a group of experts, managers at John Deere also found that they had more time to focus on core projects. None of these advantages would have been possible without a reliable ticket escalation process handled by experienced professionals.

Outsource to a company with an easy ticket solution

Your employees need a simple way to submit tickets and contact the help desk for support. When choosing a partner, look for a company that lets your employees submit tickets via phone and an app. That way, your employees can use the solution that feels more comfortable to them.

By making the process as easy as possible, your employees will experience fewer disruptions so they can focus on completing their assigned tasks.

Choose a passionate partner that exceeds your expectations

According to Outsourcing Insight, companies should look for several features when choosing partners for help desk support. Some of the most important features include:

  • A passion for helping people solve problems
  • A focus on problem-solving skills
  • Good communication
  • Interest in collaborating with clients
  • A group of professionals with technical expertise and a personal touch

Essentially, you want a partner that exceeds your expectations by lowering costs, giving you access to resources that you wouldn’t have otherwise, and decreasing your IT complexity. Without those key features, what’s the point?

Avoid outsourcing options that don’t set your business up to thrive.

Compare prices and outsource with a company that fits your budget

If you want to get the most bang for your buck, then you need to compare prices and outsource with a company that fits your budget. Most companies actually find that they can save significant amounts of money when they outsource managed help desk support.

SMBs often find that they stand to save the most money from outsourcing. When you have a small workforce, hiring full-time help desk employees can hit your payroll budget particularly hard. By outsourcing, you avoid the costs of paying employees, providing benefits and training workers.

When you’re ready to benefit from help desk support from true professionals, contact your IT support provider to learn more about how they might be able to help. Most managed IT services firms offer some form of help desk support.

Just be sure you don’t shy away from asking the hard questions. The goal of outsourced IT support is to make your life easier and create better efficiency within your organization. Carefully consider the options before you make your choice.

Is in-house or outsourced IT support better for your company?

To meet the challenge of today’s ever-increasing pace of digital change, some companies invest solely in in-house IT resources. Others leverage outsourced IT support options.

Deciding which resource is optimal for your business depends on how you run your business and what you want to gain from your IT support department.

In-house IT support

The pros

Maintaining IT support resources in-house gives you the most control over those functions:

  • Internal IT staff is not only more familiar with how the company functions, but also with its goals, mission and culture. Any in-house technical support will reflect those values.
  • In-house IT staff is also fundamentally familiar with organizational IT systems and programming, so they can be quicker to identify and address problem areas.
  • In-house IT support is especially critical for proprietary programming. Insider knowledge about key aspects of the organization may be intrinsic to its market value, and sharing that information with an outsourced contractor may not be worth the risk.

The cons

  • Cost. The expense of maintaining an in-house IT support team in place can be high. Specialists often expect higher wages, and your company may be expected to pay for their continuing education and training. Further, if their services aren’t needed on a daily basis, the company may be paying for significant amounts of downtime.
  • Time delays. Another challenge arises when IT projects arise faster than the IT support personnel address them. In mid- to large-sized companies, different business units may have to compete with each other for IT time to handle their particular crisis.

Outsourced IT support resources

Alternatively, there are many benefits to hiring a specialist to handle those activities that aren’t unique to the enterprise.

The pros

  • Lower cost—sometimes. IT functions that are common among businesses are often cheaper to access when handled by an outside contractor. These agents have streamlined the processes and practices and can offer their customers reduced prices because of those cost-saving measures. Additionally, outsourcing some of the IT support work also eliminates the expense of hiring, training and paying an IT specialist full time.
  • Flexible access. Many of today’s IT support vendors provide 24/7 customer service, so their customers always have access to the IT resources they need.

The cons

  • Remote support is the norm. Often the outsourced agent performs assessments and repairs remotely, so business owners can’t interact with that person on a face-to-face basis.
  • Shared resources may reduce availability. Additionally, the outsourced contractor probably has many customers, all of whom are vying for attention. Depending on the provider, there could lag between seeking support and receiving it.

The best of both worlds

Many companies elect to split their IT support options by creating a hybrid solution that responds to all their needs.

Best in-house services

  • Customer service. Maintaining the personal connection with customers is critical.
  • Proprietary information handling. Some business data is too important to share with an outsider.
  • Anything that can be automated. Email marketing, invoicing and billing, and even accounting can be automated to save time and money.

Best outsourced IT support services

  • Anything that will scale. Outsourced IT support vendors have the infrastructure and architecture needed to scale any corporate function.
  • Backup and recovery. Having an alternate location for redundant programming ensures that corporate data remains available despite a disaster.
  • Colocation options. Outsourced IT support vendors can provide additional corporate data center space cheaper than building new facilities in existing structures.

Today’s marketplace offers more opportunity than ever before. Both in-house and outsourced IT support services can help businesses maximize their resources and maintain their share of that space.