Working trends have changed over the last few years, with the pandemic also forcing companies to utilize their staff in different ways. Remote working was already in force before Covid arrived with 7 million Americans either partly or fully working from their homes. But, once the pandemic hit this rose as lockdowns were enforced and workplaces closed temporarily
Across the world, around 16% of businesses are fully remote now. The benefits of working this way include cost and time savings. It also allows employers to pick from a wider pool of talent and create remote teams. For similar reasons, outsourcing is also now very popular with small, medium, and even global corporations choosing to outsource various tasks.
Big companies such as Whatsapp outsource staff, and Microsoft and Google have both outsourced IT support at one time or another. The reasons for doing so are the huge benefits to be gained.
What does IT outsourcing mean?
To outsource simply means to employ external agencies or specialists to carry out certain tasks that would normally be handled by internal staff. Small businesses and sole traders for instance will often outsource such things as accounting rather than employ a finance department internally.
IT means information technology and refers to all devices such as computers and servers, along with networks, and the overall infrastructure involved in data transfer, storage, and other digital processes involved in a business.
Therefore, outsourcing IT refers to handing over all responsibilities and tasks related to these areas to an external firm. This can involve having contracted workers permanently present on site. Alternatively, you could use local computer support to carry out a one-off project. For instance, Los Angeles IT support specialists could be used to optimize IT infrastructure or cyber security.
Is it cost-effective to outsource your computer support?
While agency staff can cost more per hour than employed workers, overall outsourcing can lower costs.
If computer support was outsourced then it means less office space is needed as you can have either a reduced IT department or none at all. This also means no need to purchase computers, or desks, or pay for training. An external IT support firm should provide skilled and experienced staff that are capable of covering all your requirements. Contracts may also be negotiable which can help with cost-effectiveness.
What IT services can you outsource?
There are many essential services that you can outsource in business today. These include web development and maintenance. It is very common for a business to hand over website design and SEO work to an outside source. Other IT services that can be outsourced include the ones below.
Help desk
Virtual assistants and outsourced help desks are becoming far more common. Outsourcing this area can free up employees in smaller firms for other tasks and increase productivity. For larger companies, it means there is no need to employ an entire department for telephone and computer support.
Disaster recovery planning
Outsourcing this necessary service means that a tailor-made plan can be put into action. Therefore, only services that you genuinely need can be included helping to reduce costs. Also, an external agency will likely be more experienced than an in-house staff in disaster recovery planning.
Cyber security
Along with disaster recovery planning, prevention is also essential. This is often outsourced to specialist companies that use various techniques to probe networks and find weaknesses that could be exploited by hackers.
What advantages are there to outsourcing computer support?
If you’ve ever wondered exactly what are managed services then it can include all the tasks mentioned above along with maintenance, application, and support. Using managed services and outsourcing provides a number of benefits, such as the following.
- Reduced operating costs
- Enhanced systems and networks
- Increased cyber security
- Improved storage options
- Increased productivity
- More efficient processes
Plus, outsourcing lets businesses access talented individuals who are experts in their field, in this case, IT and computer support. Networks can be made safer, and the risk of data breaches reduced. Some cyber security measures are essential for every business, and this is one area that is often best outsourced.
Are there downsides to outsourcing IT support?
As with most things, there are some negatives to go with the positives of outsourcing computer support. Here are some disadvantages to outsourcing.
Customer retention
Overseas help desks can lead to communication issues and a drop in customer service. Training may also not be up to standard as there can be less control for the business that is outsourcing.
Less control
And this also applies to outsourcing any task in general. Handing over responsibility to an external agency means less hands-on control.
Security and confidentiality risks
While cyber security can be improved through outsourcing, a business will also be opening itself up to individuals outside of the firm. The risks of data breaches include civil actions from the FTC and fines of up to $40,000 per violation. There are data breach rules for each state in the US but compliance is vital.
Drop in staff morale
If employees see a company downsizing and outsourcing then they may feel that their positions are threatened. This can lead to reduced morale and even staff jumping ship.
Summary
While there are some disadvantages to outsourcing, it is also clear that there are many advantages to be gained. Access to higher levels of IT talent and experience can be attractive, and beneficial.
Systems and networks can be made more secure and processes made more efficient. Outsourcing could see a business make gains financially through increased productivity and efficiency.