Pros and Cons of Outsourcing IT Help Desk Services

There are many problems that can make you avoid making a decision about outsourcing IT support services, preferring the known challenges of keeping it internal to the unknown dynamics of unloading operations. This can be an expensive default decision in itself, which costs your organization money and talent. These pros and cons of outsourcing IT support services can help you make the best decision for your business.

Pros of Outsourcing the IT Help Desk 

The outsourcing of the IT service center offers seven distinct advantages. We check each in detail.

Reduced costs

Avoid the nightmare of the annual budget by blocking known prices. Avoid hiring additional service desk agents (SDAs) and shift the burden of training costs on the external provider.

A Better Knowledge Base

Updating the software and training Managed Help Desk personnel to regularly support new versions can be expensive and time-consuming. ITIL® best practices should be common for a company that provides high quality IT support services. The external provider benefits from scale advantages by having up-to-date support services for different customers and can transfer these savings to you.

Management and Monitoring

The outsourced company covers the costs of telephony infrastructure and communication tools, data processing, servers, recruitment and training of SDAs, etc. Stay informed, but you're relieved of the meticulous management and follow-up of each incident ticket.

Flexibility

A quality outsourced IT Service and Support provider will have industry experience on multiple platforms, with more software. Such a professional company will be able to manage all your existing needs as well as your emerging systems since they must be agile not only for you but also for other customers.

Capacity

The volume of calls can vary per hour and season, depending on the type of activity. The call volume has a direct impact on waiting times and staff. Lighten the burden on your IT department by letting an outsourced company handle volumes of fluctuating calls.

Really Global Support

Some organizations may find it difficult to adequately support operations in 24 time zones, in multiple languages, seven days a week. A company specializing in the outsourcing of IT support services can handle a problem towards the end of an office workday, simply by hiring staff available 24 hours a day or by sending the call to a help desk in another time zone with sufficient time for manage the end-user. problem.

Business Services

Help Desk Support Services can do more than IT. An outsourced supplier can perform company resource planning (ERP), human relations (human resources) and customer relationship management (CRM). Depending on specific needs, helpdesks can also provide assistance for research and development, facility management, employee dispatch, and other functions.

As in any decision, some negative aspects derive from the outsourcing of IT support services. Only you can decide which part, for or against, weighs more.

Cons of Outsourcing IT Help Desk Services 

Training

It is necessary to depend on the supplier to properly train SDAs for the software and platforms used by their organization. Entering a low-cost business can be a particularly painful mistake if the outsourced supplier does not properly train its employees.

Interested Parties

The company that provides IT support services are not part of your organization, so SDAs may not be professional in dealing with your end-users. This can be overcome by looking not at a price, but at a service level