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Why an Outsource Tech Support Service Is So Important for Your Business

Outsource Tech Support Service

Almost all modern companies actively use IT tools. But for the majority of IT is not a core business, so many companies prefer to outsource the entire infrastructure or its separate parts.

But if outsourcing the maintenance of the servers and services has become a common practice, the outsourcing of the users’ technical support still raises a number of questions.

Is it necessary to organize technical support in general? If yes, then why outsource tech support, if you can do everything yourself? What are the benefits for the customer? Well, let’s look at it in detail.

Why Do You Need Tech Support and Why Outsource It?

Technical support for enterprise users remains one of the most in-demand IT outsourcing services on the market.

According to Deloitte report, the amount of companies seeking to outsource applications has grown substantially in two years (from 45% in 2016 to 67% in 2018). In 2020, the outsourcing trend continued. 

Technical support encompasses a whole range of services aimed at helping users. It is a link that connects the company providing the service and its customer. Customers turn to technical support to get information about a product or service, ask questions, clarify the details of cooperation or solve problems.

The availability of technical support – a sign of a serious company that cares about their customers and thus about their own reputation. A hotline, feedback via e-mail, or an online form on the company’s website – all these are examples of technical support.

In spite of the apparent simplicity, the implementation of technical support is a complex and labor-intensive process. As a rule, it requires a special IT Department, processing a huge amount of information, and using a variety of technology and software.

And here is where the dilemma arises. On the one hand, the availability of technical support plays into the hands of the company, increasing its reputation and the loyalty of its users. But on the other hand, the maintenance of full-time specialists eats up a considerable hole in the budget.

Employees still have to be found and trained, they need to create a workplace, purchase hardware and software, create a database – what a hassle! To make the task easier, many companies prefer to outsource technical support.

What Does Outsourcing Technical Support Include?

  • Organization of the first line of support (Service Desk)
  • Acceptance and processing of calls, letters, and other inquiries from users
  • IT maintenance and support of server infrastructure, services, and applications related to technical support
  • Creating a unified database for all calls
  • Reporting on the appeals of users

Who Needs It?

  • Companies, that do not focus on IT, and employees’ activity is focused on absolutely different spheres;
  • Companies that use in their work numerous services and software, solutions for automating work processes, etc.;
  • Companies whose employees are not competent in solving problems with the hardware and software they use in their work.

How Outsourcing Tech Support Works

IT helpdesk services market expands more and more every year. On the Internet, you can find many different outsourcing schemes. The most optimal variant of technical support is considered:

The client of the company appeals by phone or in writing, using a special service, e-mail, in order to get information about the product.

A specialist who receives the request fixes it in the database with notes on the details of the request. He helps to answer the client’s question, and if his knowledge is not enough to answer, he redirects the call to the company’s specialist.

Specialists answer the most common questions, thus outsourcing support is able to relieve the customer company from the standard questions, thereby taking on the main work of communicating with potential customers. Many companies rely on outsourced IT support services.

What the It Helpdesk Services Can Be:

  • Server Management
  • Virtual Desktop Management
  • Cloud Support
  • Network Server & Equipment Monitoring
  • Software and Hardware Maintenance 
  • Conducting an IT audit, analysis of the current situation.
  • Measures for the stable operation of equipment and software.
  • Administration of the server grouping, computer network, and telephony.
  • Equipment upgrades, software upgrades.
  • User computer maintenance.
  • Elimination of the consequences of virus attacks, setup of antivirus software.
  • Activities to improve corporate security.
  • Scaling the infrastructure to meet new business needs.
  • Deployment and setup of new products and services.
  • Repair of equipment, including peripheral and network.
  • Organization of office relocation (only IT component).
  • Consulting users on technical issues.
  • Onsite sysadmin work (for troubleshooting and other tasks).

What Is the Role of a Technical Support Specialist?

He should control the process of solving incoming requests and connect additional resources, if necessary, to make the support service work as quickly and efficiently as possible.

The importance of high-quality user support is crucial because it largely determines the business continuity of the enterprise being serviced by an outsourcing company. Therefore, it is necessary to pay more attention to the organization of a modern Service Desk.

It is very problematic to create a properly functioning support service, relying only on the resources of an internal IT department. It is possible that it will take a lot of time and money, and the result will be far from the expected one.

HelpDesk organizations should aim for maximum automation because only this approach can help minimize the time required to eliminate the problems, freeing it for support service staff and enterprise employees alike.

Benefits of IT Outsourcing Technical Support for Enterprise Users

Outsourcing the IT infrastructure maintenance is the most beneficial way for the client company to solve this problem. In most cases, it is difficult to provide the necessary level of technical support for the enterprise users without involving additional human and financial resources by the internal IT department.

As a result, the cost of IT infrastructure maintenance is a heavy burden for a large company and becomes unaffordable for medium and especially for small businesses.

Delegating tasks related to information system maintenance and user support to a specialized company allows the customer to significantly reduce costs and focus all efforts and resources on the development of the central area of its business activities.

Advantages of Outsourcing Technical Support

  1. Cost Optimization: You don’t spend money on buying or renting equipment and staff training – you only pay for outsourcer services.
  2. Increased Efficiency: You don’t need to select the software and choose the strategy of technical support – turning to an outsourcer, you get access to advanced technologies tailored specifically for your business.
  3. Full Control: You get reliable reports, analysis, and professional technical support service recommendations.
  4. Quality Analysis: All appeals are logged and processed, which means you can promptly resolve problems as they arise.
  5. Improved Corporate Image: If a user knows that he can get a useful answer to his inquiry and solve the problem promptly, he will contact the technical support directly and will not be distracted from his working processes or accumulate problems and dissatisfaction related to the IT support of his work process. And this will distinguish you from your competitors with lame or inefficient technical support services.

The transformation has already affected every aspect of the business: sales, marketing, development, etc. But the help desk has one big advantage over all the rest: it is the one that historically has the maximum flexibility needed to work effectively with customers.

In a fast-changing world, help desks that work directly with customers every day are used to changing their approaches and tools as soon as they need to.

As customers dictate more than ever to companies about the level of service they receive, the readiness of organizations to respond quickly to those demands comes to the fore. And that’s where the flexibility of customer service professionals and their advanced soft skills will come in handy more than ever.

Technical support to users, being an important component of ensuring the continuity of the company’s business, should be focused on achieving its goals.

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