The COVID-19 pandemic has accelerated the need for outsourcing services, which were initially seen as a stopgap during the pandemic and have now become a new norm. Organizations are now resorting to outsourcing to address deficiencies, create more value, and deliver comprehensive solutions as they build a blueprint for the future.
A survey conducted by Deloitte found that 76% of organization’s IT services were delivered via third-party models.
With cost savings, access to specialized expertise, and improved service levels being the most common reasons cited for outsourcing, outsourcing IT helpdesk services can offer many benefits to businesses, including maximizing efficiency, improved customer satisfaction, and reduced costs.
In this article, we'll explore the benefits of outsourcing your IT helpdesk and offer some best practices for getting started.
Source: Deloitte Global Outsourcing Survey 2022 (% respondents)
What is IT Helpdesk Outsourcing?
IT helpdesk outsourcing involves hiring a third-party company to manage the IT support services of the organization. The main responsibility of an IT helpdesk is to manage incidents or issues by providing quick solutions, ensuring that organizations can operate without any interruption. The outsourced IT helpdesk can include the following services:
- Handling incoming support requests
- Providing onsite IT help
- Answering questions from employees
- Coordinating with specialists
- Managing software updates
- IT infrastructure monitoring and maintenance
- Cyber security management
- Real-time support
By outsourcing your IT helpdesk, you can free up internal resources and gain access to specialized expertise that might not be available in-house.
Top 5 Benefits of IT Helpdesk Outsourcing:
- Save Cost: Outsourcing your IT helpdesk can save you money in several ways. Firstly, you can avoid the costs of hiring and training a full-time IT helpdesk staff as you are only paying for the level of service that you need. Secondly, you can benefit from economies of scale by leveraging the expertise and resources of a larger service provider. Finally, you can avoid the costs of maintaining expensive hardware and software which can amount to thousands of dollars a year.
- Improve Service Levels: Outsourcing your IT helpdesk can help you improve service levels by providing 24/7 support and faster response times. This is especially valuable when there is a surge in demand during non-working hours which require immediate attention. Such reliable support will lead to better overall performance from your staff.
- Scale Without Issue: Outsourced IT helpdesk can help organizations to scale their services without encountering issues or incurring additional costs. When experiencing a sudden surge in demand, the vendor can quickly adjust its offerings to accommodate the change. Additionally, outsourcing provides solutions during crises, allowing organizations to pay a one-time fee to have the IT helpdesk handle everything.
- Access to Specialized Expertise: IT helpdesk outsourcing gives you access to specialized expertise that might not be available in-house due to financial constraints. For example, a service provider might have experts in cyber security that can help you improve your overall IT infrastructure. When outsourcing, you’re accessing a portion of an enterprise-level support team.
- Boost Productivity: By outsourcing your IT helpdesk, you can free up internal resources to focus on core business activities such as allocating more manpower from administrative tasks to revenue-generating activities. It also allows in-house IT professionals to grow the business by focusing on projects that bring in higher value.
Now that we have shared the main reasons why outsourcing IT helpdesk is crucial for your business, let's continue to examine the most effective methods for selecting a service provider that is well-suited to your needs.
Top 5 Best Practices for IT Helpdesk Outsourcing:
- Define Your Requirements: It is vital to list your requirements and expectations in a concrete plan. This can include everything from service level agreements (SLAs) to performance metrics and reporting requirements, to budget, deadlines, necessary skills, and so on.
- Choose the Right Provider: When choosing an IT helpdesk outsourcing provider, you should consider factors such as experience, domain and technical expertise, and reputation. You should also look for a provider that offers a flexible and customizable service model that can meet your unique needs.
- Establish Communication Protocols: One of the biggest problems with outsourcing is the lack of effective communication between the parties involved. To ensure seamless progress, it is vital to establish strong communication with the outsourced IT helpdesk service team, which may involve creating communication channels, selecting a project management tool, defining KPIs, and scheduling regular sprints. This is to ensure that you can stay informed on the status of your IT support services.
- Monitor Performance: To ensure that your IT helpdesk outsourcing provider is meeting your expectations, you should establish performance metrics and monitor them regularly. This can include everything from response times to user satisfaction rates.
- Continuously Improve: IT helpdesk outsourcing is an ongoing process that requires continuous improvement. You should regularly review your service provider's performance and identify areas for improvement. This can help you maximize the benefits of outsourcing IT helpdesk and achieve better overall results.
IT helpdesk outsourcing can provide many benefits for organizations of all sizes. From cost savings, and increased productivity, to improved service levels, outsourcing your IT helpdesk can help you achieve your IT goals more efficiently and effectively.
Why Choose Adventus for Outsourcing IT Helpdesk?
Adventus has established itself as a reliable and competent provider of IT helpdesk services. With years of experience in the industry, Adventus has gained a reputation for providing timely and effective support to businesses of all sizes. Our expert technicians are well-versed in a wide range of IT issues and can handle everything from routine maintenance to complex technical problems. Adventus also provides customized solutions that are tailored to meet the specific needs of each client. With their commitment to customer satisfaction and dedication to quality service, Adventus is a top choice for any business seeking an IT helpdesk service provider. Contact us now for more information!
Adventus is an award-winning Managed Services Provider, who was named the Best IT Services Provider by Singapore Business Review at the National Business Awards for six consecutive years from 2018 till 2023.