IT Freedom Blog

The Benefits of Outsourcing Your Business Helpdesk Functions

by Jessica Baker on

Technology issues can arise at any time of the day or night, and unless your internal tech support is on call 24/7 and never takes a vacation, this could be a real problem for your employees, management, and ultimately your customers. Outsourcing your help desk services, even if you don't outsource all your IT functions, can provide your company with a multitude of benefits, both for overall productivity and for your books. 

24/7 On-Call Support

In 018 3.9 million Americans reported that they work from home on a scale of occasionally to full time, with 52% of employees around the world working from home at least once a week. If you're a company that allows employees to work remotely or use flex-time there's a good chance there will be technology issues that must be addressed outside of the standard 8am-5pm work hours, and if you're not employing enough help desk individuals or paying your IT professionals to be on call 24/7, these issues could go unaddressed for hours, leading to unproductive and frustrated employees. When you outsource your help desk services to a team that offers around the clock support you're ensuring that your employees always have someone to call, someone that will provide them with efficient, live support and help minimize the risk of lost productivity costs

Industry Knowledge and Experience

Outsourcing your help desk functions means giving your company access to industry experts who have spent their entire careers learning, training, practicing and who are always continuing to stay up-to-date on the latest and greatest in terms of technology that could help your business. When you have an internal IT department that is solely focused on helping end-users with day-to-day issues, it's easy for the overall IT strategy to be put on the back burner. SO whether you outsource all your IT functions or just your help desk you're gaining access to individuals who are skilled in solving every day issues in the best way possible, who are constantly learning and updating technology to assist your business in the long run, and who, if you do have internal IT, free up your staff to focus on the overall strategy an technology direction for the business. If you do outsource all your IT functions, you're gaining access to a full team of help desk technicians, engineers, and presumably a CTO with years of industry experience and knowledge that are all now accessible, and applied to your business going forward.

Less Management Involvement and Increased Peace of Mind

Management has to spend less of their time checking on the IT staff, but still knows that everything is handled...this sounds like a good combo, right?

This applies whether you've just outsourced your help desk, or all of your IT functions. For management, knowing that all employees have someone to call when an issue arises, and that someone will be available to answer and assist them quickly, is a huge relief. It also allows for them to focus on what they were hired for, instead of micromanaging or having to step in and assist on things they aren't totally sure how to address. Outsourcing your help desk functions also means management is no longer responsible for the ongoing management of those employees, those duties fall to the MSP that the technicians work for. 
This peace of mind also applies to the knowledge that, should a help desk technician leave, all the processes and procedures for your business are still documented, there are other individuals who know your business and employees just as well, and that your business will continue to work without skipping a beat, which may not be true when you lose an internal employee. Especially if you only have one or two help desk staff, the loss of one person could cause a lot of larger issues in the organization. that then becomes management's job to find a solution for, and quick. 

Predictable Costs

Most outsourced help desk services are billed on a fixed monthly rate, with an additional fee for special projects or one-time tasks like workstation setups. This monthly fee allows for accurate and predictable budgeting. This kind of predictability in budgeting can be hard to do if you have employees working overtime to accommodate support needs, or if you're having to call outside tech vendors for one time issues or solutions to issues your staff doesn't have the knowledge or expertise to address. These types of outside vendors or services can be extremely costly and those costs can add up if you need them more than once in a blue moon. Contracting with an outsourced help desk provider also helps keep your hiring and retention costs down/ When we outsource these functions you're no longer responsible for:

  • Hiring
  • Benefits
  • Training - both overall company training and specific department training
  • Bonuses
  • Time Off
  • Overtime
  • Overhead for additional staff
  • Turnover costs - both monetary and non-monetary

These costs can add up quick, and if having an internal help desk staff isn't essential to the overall function of your business, outsourcing could save you a lot of time, money, and headaches. 

While we know outsourcing help desk functions isn't a possibility for every business, if it is, it's definitely something to look into. Overall, from our experience, outsourcing your help desk to a qualified, experienced provider can lead to happier and more productive employees, more satisfied customers, reduced costs, increased profits, and less stress for management. All good things, wouldn't you agree?

Our Austin based help desk is available 24/7 and we would love to show you how these benefits could apply to your business. Give us a call if you're ready to give your employees the support they need and decrease management stress. 

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