Are you tired of constantly being bogged down by IT issues at your business? Do you and your employees spend more time resolving technical problems than focusing on tasks that could drive your company’s growth? If so, consider outsourcing your IT help desk.
For example, let’s say that your business relies heavily on a CRM system to manage customer data and sales. If the system were to experience a technical issue, it could halt your entire sales process. With an outsourced IT help desk, you can quickly get in touch with IT professionals. They can troubleshoot the problem and get your system up and running again, minimizing disruption to your business.
But what exactly is an outsourced IT help desk? Simply put, it’s a service provided by an external company that handles all of your IT support needs. It can include everything from troubleshooting technical issues to providing guidance on software and hardware solutions. By outsourcing your IT help desk, you can free up time and resources to focus on other business areas.
Now, let’s dive into the 8 reasons why outsourcing your IT help desk is important for your business:
- 1. Ensuring high-quality technical support for every end-user
- 2. Obtain assistance outside of normal business hours
- 3. Reduction in cost
- 4. Better productivity
- 5. Quick Response Time to serve tickets
- 6. Ability to save cost while expanding the scope of service
- 7. Security against potential threats
- 8. Better insights via Reporting
- Wrap up
1. Ensuring high-quality technical support for every end-user
In-house technical support can be a daunting task for any business, especially if it lacks the necessary resources and expertise.
Research shows that only 28% of customer experience teams offer a knowledge base, meaning that many businesses struggle to provide effective support to their end-users. Outsourcing IT support can be a valuable solution in this situation. An outsourced IT support team can provide your business with access to a broader range of expertise and resources, helping to resolve issues more efficiently and effectively.
Additionally, outsourcing IT support can also save your business money by reducing the need for in-house IT staff and eliminating the costs associated with training and onboarding new employees.
2. Obtain assistance outside of normal business hours
According to a study, Poor customer service costs American businesses over $62 billion every year. Internal IT help desks often struggle to function 24/7 due to limited staffing and resources. This can lead to customer dissatisfaction as they may not be able to get the support they need when they need it.
In contrast, outsourcing IT support enables coverage outside of business hours, ensuring that customers have access to assistance at all times. This not only increases customer satisfaction, but it may also aid in reducing the financial losses caused by poor customer service.
3. Reduction in cost
Setting up an IT help desk inside a business can be expensive. It costs a lot to hire skilled workers and set aside office space, furniture, and equipment for permanent employees.
By outsourcing IT support, these costs can be cut.
In fact, research shows that hiring a customer service outsourcing team saves money for 59% of businesses.
They can use the outsourcing team’s knowledge and resources without paying to set up and run an internal help desk.
4. Better productivity
Employees feel productive when the help desk services are better. According to the HubSpot Annual State of Service Report, 91% of employees say that having a help desk makes them more productive.
With an external help desk, companies can use the employees’ expertise and knowledge of how the company works to do more critical tasks. It also lets in-house IT professionals grow the business by focusing on what matters instead of spending time on troubleshooting or minor fixes that add little value.
5. Quick Response Time to serve tickets
Internal IT help desks often have trouble getting back to people quickly because they don’t have enough staff or resources. According to research, 60% of customers find waiting on hold to be the most irritating aspect of the resolution process.
Outsourced IT help desks can solve this problem by providing access to a larger pool of resources and expertise, speeding up response times, and improving customer satisfaction. This can help businesses avoid the negative effects of poor customer service and improve their reputation.
6. Ability to save cost while expanding the scope of service
It is expensive to recruit an internal workforce to manage your IT infrastructure throughout the day if you need 24/7/365 assistance. In contrast, 24/7 network monitoring is easily managed by an IT service desk.
You can outsource your IT needs to a group of technical experts who are entirely focused on IT. Your staff can then focus on product development, customer service, and long-term planning.
You pay for what you need by outsourcing your IT requirements to an IT service desk, which results in considerable cost savings. As your company expands, it is simpler to scale your IT infrastructure.
7. Security against potential threats
An outsourced IT service desk can monitor your organization’s IT infrastructure for cybersecurity issues. Proactive IT management is a simple step up from an IT service desk, which oversees all IT demands. It can assess patterns, forecast trends, and identify possible issues before they affect your organization.
This data-driven approach to IT management can help organizations find the core cause of phishing assaults. It also helps avoid downtime, outages, and service interruptions by monitoring your network for malware and ransomware.
8. Better insights via Reporting
An outsourced IT help desk offers thorough reports that describe their operation and the nature of each call they track.
The primary advantage of these reports is that they highlight areas for improvement for the outsourced help desk provider and the company.
Secondly, these reports will show the technical issues the company’s workforce frequently encounters. With the help of these fresh perspectives, companies can now identify the underlying causes of persistent technical issues and support their personnel in a proactive rather than reactive manner.
In conclusion, outsourcing your IT help desk can bring numerous benefits to your business. It can save you money on labor costs, improve efficiency, give you access to a broader pool of talent, and allow for scalability. It can also increase security, improve customer service, provide flexibility, and let your in-house staff focus on the core functions of your business.
Outsourcing can be an excellent option for businesses of all sizes and help you stay competitive in today’s digital age. If you’re considering outsourcing your IT help desk, it’s essential to research and finds a reputable provider. Don’t let the challenges of setting up and maintaining an in-house IT help desk hold your business back. Consider outsourcing as a viable solution and see the numerous benefits it can bring.