IT support services is one of the sought-after IT services. Companies prefer this service for many reasons. One is that they are either short-staffed to implement IT activities or their in-house resources lack expertise. Companies prefer to outsource this function for cost-efficiency. Several IT outsourcing companies offer IT support services. There are several specialist firms serving in this space. Companies offering this service along with other services are generalist-service providers who offer IT support.Have a look at IT problems for more info on this.
There are several advantages of outsourcing IT support activities. The first and foremost is specialist expertise. IT support companies have the experience of handling IT support functions of varying requirements. Therefore, they will be able to cater to the different demands of clients. They will also be able to troubleshoot using their vast-experience and offer additional resources at short notice. They will be able to source IT support personnel quickly. It is the preferred form of IT support-desk service.
Since organisations have presence in multiple countries across the globe, there is a huge demand for Remote IT support. An IT support company will be able to reduce the travel and communication costs significantly by offering remote support. This form of support is not preferable in the initial stages of the engagement, as senior managers prefer face-to-face interaction. Cultural barriers and communication gaps affect knowledge transfer during the initial stages of the project. During the course of time, these factors don’t impact project and service delivery.
The key-employees of the company can concentrate on activities that are crucial to their business. Similarly they can concentrate on up-scaling business and expanding to newer markets. The support activities will be handled by the outsourcing service provider. The infrastructure and management required to manage the employees performing IT support functions in minimal. Since these employees will be working on the payroll of the IT supplier, the company need not manage them. The company saves significantly on infrastructure and establishment. This increases shareholder wealth. Shareholders are otherwise (increasingly) critical on the performance of Board of Directors. Increased shareholder wealth pleases the Chief Financial Officer. A crucial decision like IT support will help companies rework on their strategies. This can help them to achieve business objectives.
Outsourcing IT support functions also helps organisations improve processes and productivity. They concentrate on key-business activities and identify bottle-necks. It can also help to improve their service delivery, increase quality and customer-satisfaction. Several companies surveyed across the globe have revealed a significant increase in profits and customer satisfaction, after outsourcing IT support.
It is crucial to decide the mode of engaging an outsourcing service provider. For instance, outsourcing the function in a traditional outsourcing model does not deliver benefits. On the other hand a co-sourcing model wherein the resources of the service provider work with the company’s employees to jointly-serve clients is a better choice. The organisation will retain business control. The IT supplier will offer additional resources during demand. They will also be able to provide resources with specialist skills.