The modern business can’t survive without reliable IT support, a necessary task that ensures the ongoing maintenance, security, and efficiency of one’s tech environment. Traditionally, an internal team provides company-wide IT support, taking care of day-to-day tasks and addressing user needs. However, with IT support help desks becoming more expensive and complex to manage in house, outsourced help desks have become an increasingly attractive option in recent years. In fact, 50% of organizations are now relying on third-party support, either entirely or in part.
Let’s delve into why businesses are choosing to outsource their help desks and how this decision has benefited their organization in the long run.
The top benefits of outsourcing your IT help desk
Contrary to the misconception that outsourcing IT help desk services is detrimental, it can actually offer a number of business advantages, including:
Boosted productivity and employee morale
Is your support ticket backlog more than your staff can handle? Does your internal team lack the skills to address the nature of customers’ requests? By outsourcing your help desk duties to capable hands, you free up your internal teams' valuable time and energy, helping them focus on the core business tasks that truly matter.
Additionally, with IT support readily available, you’ll reduce the stress and frustration that stem from technical difficulties. Employees will feel more supported knowing that help is just a call or email away. They’re also likely to feel more confident and motivated with improved efficiency and minimal distractions, naturally boosting morale across the team.
Improved flexibility and scalability
The volume of IT help desk tickets can fluctuate seasonally, leading to inefficient use of internal resources during periods of low demand. Outsourcing lets you scale your support services to match the current workload, allowing you to only pay for the support you need, especially during peak times or when launching new projects.
Also, partnering with a technology expert gives you access to a broader pool of skilled professionals who can handle a wider range of IT issues, ensuring that both your customers and employees receive consistent, high-quality support, regardless of your business's growth or evolution
Reduced IT costs
Managing an in-house IT support team typically comes with a hefty price tag, including expenses from recruitment, training, and salaries. The cost becomes even steeper if you need to maintain round-the-clock assistance. Outsourcing eliminates these overhead costs with flexible pricing models such as pay-per-incident, where you’re charged according to the number of support requests, and pay-per-device, where the bill depends on how many devices are covered.
To top this off, with the specialized knowledge and experience third-party help desks have, you’re likely to reduce costs that come with downtime and unexpected disruptions.
Happier, more satisfied customers
Third-party IT help desk services often offer 24/7 support, making sure all inquiries and requests are resolved in a prompt manner, regardless of the time of day. This helps reduce wait times and frustration among customers, resulting in increased customer satisfaction.
And because outsourced IT professionals often provide a higher level of expertise to solve tech concerns, you’re also more likely to win your customers’ trust and loyalty. Having experienced excellent service from your team, they’ll see your business as reliable and willing to hear out their concerns, enhancing their relationship with you in the long run.
Thinking of investing in third-party support services? outsourceIT offers comprehensive managed IT, delivering high-quality solutions from cybersecurity to technology roadmaps. We’ll take the burden of tech maintenance off your team’s shoulders, so that they can focus on the business tasks that matter most. Get all the benefits an outsourced IT help desk brings. Drop us a line for a free consultation.
