Why outsourcing IT support should be part of your business strategy

Outsourcing IT support – is it the right decision for your business? That’s the question on the minds of IT directors, senior executives and CEOs up and down the country.

It doesn’t matter whether you lead a multinational enterprise headquartered in London or are steering your scrappy SME through the perils of the pandemic, outsourcing IT support can enhance business agility, free your internal IT team from day-to-day troubleshooting and deliver impressive cost savings that can be allocated to other business-critical initiatives like business continuity and cyber security.

Before you decide on what to do for your business, ask yourself these three questions.

1) What are the reasons for outsourcing?
Many functions within a business, from accountancy to social media management are simply not the specialism of the business itself. This is often true when it comes to IT, and the reason why so many organisations decide that outsourcing IT support to proven experts is the best way to guarantee reliable systems, data security, regulatory compliance and productive teams.

Employing an internal IT expert could be an alternative to outsourcing IT support. But apart from the costs and management involved, the business would only benefit from one person’s expertise, and not that of an entire team of IT specialists who are regularly trained and up-to-speed with advances in technology.

It’s this depth of knowledge and familiarity with IT systems, fixed line networks and support solutions that often tips the balance in favour of outsourcing IT support, but there are a host of other benefits too.

2) What are the advantages of outsourcing?
Organisations that specialise in IT service and support are only as good as the company they keep.

To become a certified partner of Microsoft, for example, requires proven, in-depth knowledge and a strong understanding of how Microsoft solutions are installed, maintained and developed.

IT support companies also maintain partnerships with multiple providers and utilise their expertise to create bespoke, tailored packages and solutions to provide the best service and price.

No business starts out with the intention of staying small. Outsourcing IT support means that a company’s technology grows with them, scaling to support their expansion as and when they need it.

There are also cost benefits to outsourcing IT support. Many organisations offer an ‘as-a-service’ approach to solutions and services, spreading the cost of IT and avoiding an unexpected bill to replace equipment. Flexibility to scale with the business is another advantage.

Monitoring also has an important role to play in making sure that the network and IT system is secure. Cyber-attacks are a fact of life for all businesses, but outsourcing IT support ensures backup and cloud storage are constantly monitored and maintained, and malicious attacks can be quickly identified and neutralised.

3) What are the disadvantages of outsourcing?
Outsourcing IT support means putting precious assets in the hands of another company, so it’s crucial that they are qualified to look after them. Some companies are concerned that the confidentiality of their data will be compromised so it’s important to find a provider that has the certifications to demonstrate that data protection is their chief concern. Check their partners.

The move from internal IT support to outsourced support can result in mistrust from employees. Clearly setting out the terms of the contract and providing onboarding for staff can regain this trust and build common understanding.

Outsourcing IT support works most effectively when trust is established on both sides. It helps, however, if the provider comes to the table with a strong pedigree, proven technical ability, and a portfolio of clients that are happy to provide endorsements.

If you’d like to discuss outsourcing IT support with our expert engineers and support team, please get in touch.