Outsourcing IT Help Desk Services: Weighing the Pros and Cons

‍Is your IT department bogged down in managing everyday user issues?

Outsourcing your IT help desk services can be a cost-effective way to improve support quality and free up your internal IT team for more strategic initiatives.  

However, there are factors to consider before making the switch. This blog post will explore the pros and cons of outsourcing your IT help desk.  

This is How Outsourced Helpdesks Are Structured.

Think of an IT helpdesk as a team that troubleshoots computer problems for your company. But what if you don't have enough IT staff to run your own helpdesk? That's where outsourced helpdesks come in.

Outsourced helpdesks are like hiring a tech support company to manage your helpdesk. There are two main ways they structure their teams:

• Global network: Some companies spread their helpdesk technicians around the world. This means your call might be answered by anyone in their network.
• Dedicated teams: Other companies create special teams of just a few technicians to focus on each client's needs. These teams become familiar with your company's specific systems, just like an in-house helpdesk would. But they also have access to the company's wider range of tools and resources.

No matter the structure, outsourced helpdesks are a popular choice because they free up your own IT staff to focus on bigger projects that make your company money. This is why the market for outsourced IT services is expected to keep growing.

Benefits of Outsourcing IT Help Desk Services:  

• Access to Expertise: In-house teams may be limited in their knowledge base. Managed service providers have access to a wider pool of talent, ensuring your users receive expert help for even the most complex issues.  

• Reduced Costs: Outsourcing eliminates the need to hire, train, and manage your own IT support staff. You only pay for the level of service you need, reducing overall costs.  

• Faster Response Times: Outsourcing providers often have larger teams and can staff support lines 24/7, ensuring faster response times for your users, which translates to higher productivity and less downtime.  

• Improved Customer Satisfaction: Faster response times and access to a wider range of expertise can lead to happier and more satisfied customers.  

• Focus on Core Business: By outsourcing your help desk, your internal IT team can focus on strategic projects that drive business growth.

• Scalability: Easily scale your support needs up or down as your business grows.  

What Should You Consider When Outsourcing IT Helpdesk Services?

Making the decision to outsource your IT helpdesk can unlock significant benefits, but it's important to carefully consider different factors before taking the leap. Here are some key areas to evaluate to ensure a smooth and successful transition:

• Security: Ensure the provider has robust security measures in place to protect your company's data.  
• Control: Some companies may be hesitant to give up control of their IT support.  
• Communication: Clear communication is key to a successful outsourcing relationship. Choose a provider with excellent communication skills.  
• Hidden Costs: Be sure to factor in all the costs associated with outsourcing, such as setup fees and ongoing service charges.  

Outsourcing your IT help desk services can be a strategic decision that improves efficiency and frees up valuable resources. Carefully weigh the pros and cons and choose a provider that meets your specific needs and budget.  

Lean Tech: Your Perfect Partner for Outsourced IT Helpdesk

IT helpdesk support can be a powerful tool for driving customer satisfaction and operational excellence. Lean Tech understands this, and we are committed to transforming helpdesk services into a strategic asset for your business.

With a partnership with Lean Tech, your company will experience

• Continuous Helpdesk Support: Get expert consultancy and efficient ticket management through user-friendly systems. Lean Tech doesn't just answer calls; we provide proactive solutions.
• Ticket Resolution Efficiency: Experience higher resolution rates with fewer escalations. This frees up your upper management's valuable time to focus on strategic tasks that drive business growth.
• Knowledge Management: Empower your employees with a robust knowledge base. This allows for self-service troubleshooting and promotes best practices within your organization.

By combining these offerings, Lean Tech creates a seamless and efficient IT helpdesk experience, allowing your internal IT team to focus on high-impact projects.

Ready to try it? Contact us today!