If you are a small or mid-size business owner, you might have had the bright idea of leveraging outsourced IT support to scale up your enterprise.
But trying to understand the complex infrastructure of outsourcing might have given you cold feet.
Well, you have come to the right place as we aim to break down and simplify the necessary information. This may have been the leap you needed to take all along to achieve your business goals.
This comprehensive guide will simplify and cover all the necessary information about outsourcing IT support and how the outsourcing of IT support can benefit your business and address the potential disadvantages of IT support outsourcing.
Let’s get started…
Outsourced IT support involves engaging third-party providers in managing a range of IT services that include network monitoring, data storage, cybersecurity, and help desk support.
Thus, rather than dealing with them directly, companies outsource experts to ensure complete smoothness in the operation of their IT systems.
According to Forbes Research, 53% of small business owners admitted that they hold a competitive disadvantage compared to larger enterprises when it comes to handling IT costs and adapting to changes.
This approach is a strategic alternative to managing IT in-house. Outsourcing provides companies with cost savings, efficiencies, and access to top-tier technical expertise without having to build or maintain a comparable internal team.
Outsourcing IT support goes hand-in-hand With the integration of technology in modern business practices, the outsourcing of IT support can heavily contribute to your business success with a more organized and managed service structure with reduced risk.
Outsourcing your IT support to companies allows you to focus on your core services without having to worry about things like providing technical services, and hardware & software issues and enables you to focus on your core competencies (like customer satisfaction and service).
(e.g. updating software, troubleshooting, fixing software issues and remotely monitoring computing systems).
(e.g. direct assistance either in hardware issues or in intricate problems that cannot be solved from a distance).
Now that you have an idea of what outsourced IT support service is, it should be easier to understand the 10 most common IT support services.
IT help desk support refers to the problem-solving of information technology issues, answering questions, and troubleshooting of problems regarding software.
Outsourced IT support companies that offer 24×7 help desk services mean that technical problems don’t hinder business processes or employees’ productivity.
The Network Configuration and Management service covers network setup (internal and external), implementation of security, and maintenance of the network infrastructure.
In fact, a well-managed network ensures smooth communication, dependable internet access, and data protection, which are literally indispensable to everyday business activities.
Outsourced IT providers manage secure data storage solutions, which may include automated backups and solid disaster recovery plans.
This guarantees that your business data remains safe, accessible, and easily recoverable in the event of emergencies, thereby preventing data loss and minimizing downtime.
Security services safeguard your business against cyber threats. Service providers implement continuous monitoring, configuring firewalls, and updating to block malware and ransomware.
Proactive security minimizes the possibility of data breaches and protects sensitive company information.
Cloud services can include any infrastructure, platforms, software, or technologies that the users can access easily online including the additional installation of software in their systems.
They are also known as “as-a-service” solutions:
The providers handle software updates, manage patch management, and may even develop tailored software to suit your business needs.
Regular maintenance will keep your software running with ease and safety, reducing crashes and security breaches.
The service installs hardware and follows up with troubleshooting and upgrading.
Regular Hardware Maintenance ensures that your devices operate optimally, minimizing downtime and lengthening the life span of equipment; thus, this can be very costly to replace.
It assures the quick recovery of your company in case of IT downtime, such as crashes of important servers or data loss.
They could design comprehensive programs that include backups, system recovery procedures, and strategies to ensure the operation of your company goes smoothly during disasters or calamities.
IT consultancy serves to harmonize your technology with your business objectives.
Specialists offer insights into the most suitable tools and systems tailored to your requirements, while training programs enhance employee expertise with new technology, thereby increasing productivity and minimizing tech-related challenges.
Outsourced IT providers ensure that all your IT practices are legally and industrially sound.
They will help a business remain compliant with regulations such as:
GDPR: A privacy law in the EU that protects personal data and allows individuals to control how their information is used
or…
HIPAA: A U.S. law protecting the privacy of patient health information from getting out without patient consent.
| Benefit | Description |
|---|---|
| Scalability | Enables the flexibility for changes and growth in your business through IT services. |
| 24/7 Support | Provides ongoing IT support to minimize the impact of downtime for a smooth operation. |
| Cost-Effective | Eliminating the need to hire, train, and maintain an in-house IT team reduces operational costs, allowing payment only for the necessary services. |
| Reduced Risk | Diversify risk by proposing proactive monitoring and security that minimizes the risks of such failures as cyber-attacks and system crashes. |
| Improved Customer Service | Quicker response times from an outsourced IT team result in faster issue resolution, enhancing customer satisfaction and bolstering your business reputation. |
| Access to Expert Knowledge | It provides access to expert IT professionals who stay abreast of the latest trends in technology, which may not be available within the organization. |
| Zero Infrastructure Investment | These IT outsourcing companies provide the necessary infrastructure and therefore reduce capital and maintenance expenses. |
| Access to the Latest Technology | It provides innovative solutions that avoid the need for continuous upgrades within your company, keeping it competitive. |
| Focus on Core Business Activities | Frees your team to focus on core business activities, ensuring effectiveness and increasing business growth. |
Now that you are aware of the advantages, let’s look at the flip side of the coin and take a look at the disadvantages of Outsourcing IT support:
| Disadvantage | Description |
| Hidden Costs | Contracts can often encompass unforeseen expenses or additional charges for services that were not included in the original agreement, thereby impacting the overall budget. |
| Loss of Control | Outsourcing implies entrusting a third party with vital IT infrastructure. Sometimes, it could translate into reduced control over processes and decision-making powers. |
| Security Concerns | The risk involves data privacy, security breaches, and/or regulatory non-compliance when sensitive data is outsourced to an external provider. |
| Cultural Misalignment | The differences in organizational culture between your company and the outsourcing provider may give rise to working style, priority, and expectation conflicts that may affect collaboration and productivity. |
| Communication Issues | Working in a team-especially an external team-means one can expect delays in communication or misunderstandings, which may impede the momentum of the project. |
Now, let’s learn the factors we should consider when choosing the right company to outsource your IT support…
Before partnering with an outsourced IT support company, make sure to check off the following key factors:
Look for providers that have significant industry knowledge and experience in working with the very technologies required by your business. The more specialized their expertise, the better they should be at tailoring their services to suit your needs.
See whether the company has any important certificates such as MCP, CompTIA, CCNA, etc. It gives proof that the provider’s team is skilled and also updated with the industry standards.
The SLA is important because it clears up what to expect with regard to response times, system uptimes, and available services. Be sure it fits your business needs for seamless IT support.
Consider a service provider that can develop their services as your business expands. That service flexibility will ensure efficiency in handling your ever-changing IT needs.
Good customer support is also quite crucial. Find a provider who has different ways of communicating, chatting, and emailing and answers quickly to any problems so there is less downtown.
Always check the feedback of the clients and ask for references. A provider with good feedback and satisfied customers automatically comes closer to giving value and providing reliable work.
Recap the benefits and challenges of outsourcing IT support. Reiterate that outsourced IT can provide cost savings, flexibility, and expert services, but businesses need to carefully evaluate their needs and choose the right partner.
Sales organization and business process outsourcing specialist with over 15 years experience in building and running highly efficient sales and customer support organizations, and in providing board and project level consulting to the sales and service organizations of leading companies all over the globe. Developed and implemented staffing strategies and programs that improved operational.
Natore Tower (12th Floor), Plot no 32D & E, Road 2, Sector 3, Uttara Model Town, Dhaka- 1230, Bangladesh
