Why Outsource Your Help Desk Onshore?
Some things to consider from an experienced Help Desk manager.

outsourceWhat is outsourcing? Outsourcing is a process of subcontracting some IT services to an external company that will help lower the costs in labor, and improve the quality of the service innovation for any business. Onshore outsourcing is the ability to contract the business internal IT needs and a help desk to a reputable service delivery center which is a source outside the business but within the same country.

I have worked in this industry for almost 30 years now and the most important lesson I have learned is that IT can be the greatest source of pain and frustration felt by any business in relation to customer service and support. IT Professionals working in the IT help desk field have to be both socially adept and polite as well as computer savvy to be able to manage the multiple fires that can and do occur during the course of our day!

If you are reading this as a business owner or as a manager that may have an established help desk currently, I am sure that you might find that maintaining it can be a very large undertaking. Help desks often lack professionally trained staff, resources, tools and the management needed to deliver the quality of service you and your businesses customers expect. Based on years of being in this environment I can assure you that this makes many helpdesk staff feel overstressed and sometimes overworked. This is all from just fielding calls, responding to emails and troubleshooting incidents during the course of the day. When the support team becomes stressed, and overwhelmed, your customers can feel it and your business image may become tarnished.

A few years ago the Help Desk Institute did a survey and discovered that cost is considered to be the top reason businesses do not outsource any of their service components of their help desk. When investigating the option to outsource a help desk versus an internal solution many businesses do not consider the hidden costs of support. For example, expenses related to recruiting, hiring, training, retention and productivity. Before any decision is made on one solution or another, and to determine if the solution is more or less expensive in comparison to one another, it’s important to understand all of the costs associated with support, especially the investments in the development of people, process and technology.

Providers like INDIGENA SOLUTIONS LP deliver world-class Help Desk Services while your business concentrates on core business and sales.

By outsourcing help desk services you can help bring a variety of benefits to your business such as cost reduction, take the pressure off IT staff, and improve support quality and flexibility. I have recognized over the years of working and consulting with many businesses, that there are multiple factors driving the decision to outsource or not. The IT outsourcing industry centers on the help/service desk environment. The biggest considerations are business size, performance, costs, service demands, staff development and business needs.

Outsourcing Reasons

•  There are many reasons to consider outsourcing:

•  Frees up management time to focus on core business.

•  Lower labor cost

•  Improved management and tracking

•  Access to a knowledge base

•  Improved speed and quality of support

•  Increased flexibility

•  Increased access to new technology

•  Provide alternatives to in-house costs

•  Stabilize IT costs/budget

•  Best practice processes

•  Access to skilled personnel

When a help desk serves as a single point of contact, it becomes a powerful tool in the decision-making process. Another reason to consider outsourcing is the added benefit of working with professionals that have experienced many diverse environments and are knowledgeable in a broad range of solutions and strategies.

Outsourcing helps businesses get the focus back on the core business and control costs at the same time. Ask yourself the following questions:

Is the business working at optimum costs?

1.  Are resources being utilized effectively?

2.  Are current resources capable of supporting new technology?

3.  Is there a quicker, more effective method to handle processes?

4.  Does the team have the operational expertise to perform the tasks?

If you answers yes to some or most of these questions then consider outsourcing your IT services. Indigena Solutions is here to help!

Written by,

Denise Hannen
Service Delivery Director at Indigena Solutions