Outsourced IT support is the process of moving some or all of your operations to a third-party provider or specialist.
The outsourced IT provider can be located either domestically or abroad, depending on the needs and budget of the business.
Outsourced IT support helps a business by providing around-the-clock support, ensuring that IT issues are resolved as soon as possible, regardless of the time of day or night. This can be done through various means, such as remote access, phone support, or on-site visits.
Outsourced IT support is a business strategy where you entrust certain operations to the hands of professionals so you can focus on your core business.
Outsourcing IT support offers a range of advantages that give businesses a competitive edge beyond what an internal IT department can typically provide.
Business Scalability: Outsourced IT support enables business scalability, allowing companies to adjust services based on demand. They can ramp up support during peak times or scale down when needs decrease, without worrying about unused resources.
Better customer experience: The body of data gathered can enable agents to resolve issues swiftly and anticipate client needs. This robust support infrastructure guarantees high customer satisfaction worldwide.
A distributed managed services model is an IT service delivery approach in which managed services are provided across multiple, often geographically dispersed locations, leveraging decentralized resources and systems. This ensures flexibility and scalability in managing IT infrastructure and establishes a seamless customer experience.
Cost efficiency and ROI: Outsourcing IT services enhances cost efficiency and maximizes ROI by eliminating expenses tied to in-house teams, including salaries, benefits, training, and costly capital investments in IT equipment. For details, see dedicated section below:
Access to Tools and Expertise: Outsourcing allows companies to access enterprise-grade tools, ticketing systems, knowledge management tools, and a full-service help desk. This enables businesses to work with skilled professionals who bring a diverse range of expertise, from security services to technology alignment and strategic advisory for reducing technology risk. These resources support business operations with enhanced reliability and specialized knowledge that would be challenging if in-house.
Improved Security and Technology Compliance: With outsourced IT, companies benefit from a strengthened cybersecurity posture, with experts who stay updated on the latest security measures and compliance requirements. This improved security service ensures data protection and maximizes productivity, especially for tech-dependent industries.
Global and 24/7 Support: Outsourced IT services provide 24x7x365 global support, ensuring uninterrupted assistance across time zones for both B2B and B2C tech support. Through omnichannel support—via phone, chat, email, and social media—customers receive round-the-clock access to technical support specialists handling issues across tiers 1 to 3 resolution. Immediate and custom support allows for efficient problem-solving without needing on-site visits, but will dispatch in-person solutions as needed.
IT support can enhance the overall customer experience. Outsourcing IT support boosts customer satisfaction and loyalty by providing prompt, effective assistance. Skilled technical support agents act as brand ambassadors, building trust and solving issues in real-time through tools like co-browsing, video technical support, and multichannel interaction.
Despite potential challenges, such as time zone differences or collaboration hurdles, the benefits of outsourcing—cost savings, enhanced tools, and scalable solutions—far outweigh the drawbacks.
Cost efficiency is mainly rooted in streamlining operations and reducing in-house staff. Here’s how outsourcing will improve your ROI:
Predictable monthly cost: By adopting an opex model instead of capex, businesses can replace high upfront expenses with predictable monthly costs, which improves liquidity and allows better financial planning.
Scale services as needed: Outsourced IT support makes it easy for businesses to manage seasonal fluctuations in demand, allowing businesses to scale services up or down as needed, thus optimizing resources effectively.
Quick and affordable resolutions. With access to diverse support channels and a network of skilled experts, businesses benefit from quick and easy resolutions to technical issues, minimizing downtime and boosting productivity.
Customer experience is enhanced when technical support agents give attentive communication, build trust and rapport, thereby serving as brand ambassadors instead of merely troubleshooters.
By providing real-time problem-solving through multichannel interaction options like co-browsing and video technical support, agents can offer a seamless, personalized support experience that meets customers wherever they are. Equipped with a comprehensive knowledge base, they can efficiently address issues. This approach not only enhances customer trust in the brand but also strengthens long-term relationships, positioning the support team as an integral part of the customer experience journey.
The current trend in IT support shifts toward the hybrid human and AI model.
It is transforming technical support by enabling automation to handle routine issues. Automation allows human experts to focus on more complex troubleshooting tasks. This synergy maximizes efficiency and precision in technical support.
With business process outsourcing on the rise, IT support is increasingly specialized, offering tailored expertise that meets industry-specific needs.
Managed IT services providers now offer real-time learning capabilities to adapt quickly to evolving client requirements, ensuring a seamless and proactive approach to problem-solving. This shift toward specialization enhances service quality and strengthens security protocols, critical for businesses with global operations.
The use of remote access technologies has become vital for providing swift and effective support regardless of location, while security remains a top priority, with IT providers continuously updating protocols to protect sensitive data.
As these trends develop, IT support is not only becoming more responsive but also more aligned with the complex needs of modern, digital-first businesses, ensuring they remain resilient, secure, and competitive.
When choosing a 24x7x365 global support provider, it’s essential to consider the following factors:
Do they offer assessment? An ideal provider will offer honest assessments to determine your needs in areas like account management, remote support, dispatch, and field support.
Do they offer omnichannel support options? Consider if such a provider offers omnichannel support options, such as inbound and outbound tech support.
Evaluate expertise: Evaluate a potential partner’s experience, expertise, location, reputation, cultural fit, service times, and range of services offered to maximize the benefits of outsourced IT support.
Define Clear Expectations: Establish a clear service level agreement (SLA) by proposing what your expect from the provider such as regular performance metrics, response times, tiered resolution escalation procedures, and communication protocols. An SLA helps prevent misunderstandings and ensures a reliable support experience.
Monitor and Measure Performance: Stipulate that monitoring activities are to be conducted to ensure that the provider meets SLA standards. See if tools such as performance dashboards and data insights reporting are provided as they offer valuable visibility into the effectiveness of support. This keeps the provider accountable for goals such as rapid issue resolution and consistent service quality.
Continuously Strengthen the Partnership: A healthy, evolving relationship with outsourced technical support specialists requires ongoing communication, feedback, and collaboration. Routine check-ins with account management teams and technical support specialists help identify improvement areas and maintain an optimal support experience tailored to your business’s unique needs.
Whether for B2B or B2C tech support, selecting the right time and partner is critical—outsourcing can lead to a more cost-effective and efficient workflow.
Troinet is one of the top outsourcing companies based in New Jersey and serving both NJ and NYC.
Experience: Troinet has more than 20 years of experience providing IT support services to businesses of all sizes across various industries.
Expertise: Troinet’s team of experts has a diverse range of skills and experience in various areas such as cybersecurity, cloud computing, and network infrastructure.
Customization: Troinet offers customized IT support solutions tailored to the unique needs of each business.
Scalability: Troinet’s services can be scaled up or down depending on the needs of the business, providing flexibility and cost-effectiveness.
Proactive approach: Troinet takes a proactive approach to IT support, identifying and addressing potential issues before they become problems.
Customer service: Troinet’s dedicated customer service team provides support and assistance to businesses around the clock, ensuring that IT issues are resolved quickly and efficiently.
Compliance: Troinet adheres to industry standards and regulations, ensuring that businesses’ data is protected and secure.
Advance technologies may help managed IT standout out by offering a comprehensive suite of IT support solutions that incorporate cutting-edge technologies and hands-on expertise. Our team of skilled tech support agents is equipped with advanced tools like Teamwork AR™ and augmented reality (AR), allowing us to deliver remote live guidance and efficient field services support. This innovative approach enhances our ability to diagnose issues accurately, even remotely, reducing downtime with no-fault-found dispatches and fast access to replacement parts when needed.
We also leverage immersive technologies to support seamless onsite repairs, ensuring that businesses receive prompt, effective solutions. With Troinet, businesses gain a trusted partner that combines advanced technology with hands-on support to address IT challenges effectively and efficiently.
The main difference is the location of the IT staff. In in-house, the IT staff is employed by the company on-site. In outsourced, a third-party company is hired to provide IT support services remotely or via hybrid setup (remote + on-site). This can include support through various means such as phone, email, or remote access to the company’s systems. 24×7 outsourced IT support takes this one step further by providing support around the clock, ensuring that IT issues are resolved as soon as possible, regardless of the time of day or night.
Yes, outsourcing IT support can be safe as long as the IT support provider takes the necessary measures to ensure the security of a business’s data and infrastructure.
Security concern is one of the primary concerns of businesses when outsourcing IT. Here are ways to address it:
Choose a reputable provider: Make sure the IT company has a proven track record for providing secure services. Check its references, certifications, and compliance with industry standards and regulations.
Establish security expectations in the Service Level Agreement (SLA): Clearly set your expectations and terms in the SLA and make sure it includes provisions on data protection policies, security controls, and incident response procedures.
Encrypt data: Encrypt all sensitive data that is transmitted or stored by the outsourced IT support provider. This includes data in transit over networks and data at rest on servers or storage devices.
Conduct regular security assessments: Ensure that the IT support provider’s systems and processes have regular security assessments to identify and mitigate potential vulnerabilities.
Establish communication protocols: For reporting data breaches, handling threats, and providing updates on the status of security issues, establish specific communication channels.
Outsourced IT has become common in healthcare. Companies use it to save costs and resources for clinical activities. Functions like scheduling, billing, and data storage can be outsourced. Outsourcing IT can provide the same clinical functionality as local services but with better performance and innovation. Outsourcing helps to achieve global standards in healthcare with a common standard of quality.
Yes, outsourcing IT support can be a cost-effective solution for businesses of all sizes. It allows businesses to access high-quality IT support at a fraction of the cost of maintaining an in-house team.
Outsourced IT support may leverage augmented reality (AR) and immersive technologies like Teamwork AR™ to improve service. With remote live guidance, tech support agents can help users diagnose issues accurately, reducing false no fault found dispatches. AR also supports efficient field services support, allowing for precise onsite repairs and easy replacement of parts when needed. These technologies streamline troubleshooting, enabling quick, effective assistance and minimizing downtime for customers.
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