IT support outsourcing

Almost all modern companies actively use IT tools. However, for most of them, IT is not a core area, so many firms prefer to outsource the entire infrastructure or individual parts of it. However, if outsourcing the care of servers and services to a contractor has become a common practice, outsourcing user technical support still raises several questions. Is it necessary to organize technical support at all? If yes, then why outsource it if you can do everything yourself? What is the benefit of this to the customer himself? Well, let's sort it out in order.

Why do you need technical support, and why outsource it?

Technical support covers a whole range of services aimed at assisting users. This is the link connecting the company providing the service and its consumers. The consumer contacts support to obtain information about a product or service, ask questions, clarify cooperation details, or solve a situation.

The presence of a technical support service is a sign of a serious company that cares about its customers and, therefore, about its reputation. A hotline, feedback via email, or an online form on the company’s website are all examples of technical support.

Despite its apparent simplicity, implementing technical support is a complex and time-consuming process. As a rule, a special IT department is allocated for it, processing a huge amount of information and using a variety of equipment and software.

And this is where the dilemma arises. On the one hand, the presence of a technical support service plays into the hands of the business, increasing its reputation and user loyalty. But on the other hand, maintaining full-time specialists eats a considerable hole in the budget. Employees still need to be found and trained; jobs must be created for them, hardware and software must be purchased, and a database must be created - what a hassle! To make things easier for themselves, many companies choose it support outsourcing.

What does technical support outsourcing include?

• Organization of the first line of support (Service Desk).
• Obtaining and processing calls, letters, and other requests from users.
• IT maintenance and support of server infrastructure, services, and applications related to technical support.
• Creation of a unified database for all requests.
• Providing reports on user requests.

Benefits of outsourcing technical support

• Cost optimization. You do not spend money on purchasing or renting equipment or training staff—you only pay for the outsourcer's services.
• Increased efficiency. You don’t need to select software or a technical support strategy – by turning to an outsourcer, you can access advanced technologies tailored specifically for your business.
• Full control. You receive reliable reports, analytical summaries, and professional recommendations for organizing a technical support service.
• Qualitative analysis. All requests are recorded and processed, which means you can quickly resolve problems as they arise.
• Improved image. If the user knows that he can get a helpful answer to his request and quickly solve the problem that has arisen, he will contact technical support directly. He will not be distracted from work processes or accumulate issues and discontent associated with the IT support of his work process. And this will set you apart from competitors with lame or weak technical support services.

Even if you already have a technical support service, you can simply transfer your managers to the outsorcerer's staff. And if not, then why spend money on creating it from scratch? Time is money, and spending it on business development rather than solving secondary problems related to non-core aspects of its work is better.

Read More:

ll

ll

GSMA

lawn care business cards

Peter Jarich