it help desk outsourcing


IT Help Desk Outsourcing: Costs, Benefits & Best Practices

Owning and running a business can be challenging enough –– trying to manage all the various aspects of your company while also keeping up with rapidly changing technology can seem downright impossible at times.

If you’re feeling overwhelmed by the thought of setting up and managing an in-house IT help desk, outsourcing this function to capable IT help desk outsourcing providers may be the best solution for you. Not only can outsourcing help reduce expenses, but it can also improve efficiency and enhance your overall security.

But before you make a decision, it’s important to understand the costs and benefits of doing so. Here, we look at some of the key considerations when weighing IT help desk outsourcing, as well as some tips on how to find the best provider for your needs.

Benefits of IT Help Desk Outsourcing

Delegating your support desk is one of the best decisions you can make for your company. Here are some of the benefits you gain from outsourcing:

Lower IT Costs

If you don’t have a lot of experience in information technology, it’s easy to get the impression that hiring an IT help desk from outside your firm is an extremely expensive proposition. After all, if you’re going to pay someone to handle your network and computer problems, why not simply set up an in-house team?

In fact, depending on your location and the quality of the help desk manager you hire, it’s likely that a dedicated in-house IT help desk will cost more than an outsourced one. To compare, the average pay of a help desk analyst in the U.S. is $19.87 per hour, while the same position would only cost around $2.85 per hour in the Philippines.

Enhanced Security

In addition to reducing costs, outsourcing your company’s IT support can also improve security. Few companies’ information systems are as secure as they should be. When it comes to protecting your business, the best thing you can do is to hire a firm that specializes in providing efficient network support with state-of-the-art security protocols. If you don’t have this expertise in-house (and it will be costly to hire a team for this), it’s best for you to outsource.


Many companies are more flexible when it comes to their IT strategies than they might have been years ago, leading to more reasons to try outsourcing. This is largely due to the flexible working arrangements that are becoming more popular among employees who want greater work-life balance, which makes businesses more open to using external help desks.

Improved Efficiency

Fortunately, you don’t have to choose between an in-house IT help desk team and outsourcing your network support services. A good outsourced IT provider allows companies to have their cake and eat it too, giving them the best of both worlds. A dedicated support team provides the guidance your staff needs to stay productive, reducing downtime and lost productivity.

Better Communication

One of the biggest challenges most companies face is communication between departments –– especially with respect to IT, arguably a company’s most mission-critical asset. Even if you have internal IT staff, it can be difficult to keep them in the loop when they’re fielding questions from employees about network issues and other technical problems.

If you own a small to mid-sized business with a limited budget or you would rather use your current funds to find ways to grow, partnering with IT help desk outsourcing companies with the experience and tools ready to go is a practical decision.

Best Practices for Outsourcing Your IT Help Desk

Not all IT help desk outsourcing providers are the same. In your search for the right partner, keep these tips below in mind:

Set realistic expectations.

One of the first mistakes companies make when outsourcing their IT help desk is to expect their provider to do everything for them from the get-go. While something like email support or password resets might seem simple, it’s important to remember that your outsourced partner may be doing this for dozens of different companies too.

Setting unreasonable expectations and demanding a response within five minutes could lead to poor performance and high turnover rates among employees. To clarify deliverables, discuss expectations in detail with your prospect provider before you sign a contract.

Request a trial period.

Another mistake made by companies looking to outsource their IT help desk is failing to request a trial period. It’s important to not only test the waters with an outsourced partner, but also request a free trial or demo that allows you to get a feel for what they’re like to work with.

Know what you’re getting into.

While it might be tempting to pick the first company you come across because of their cost, doing so can lead to higher expenses in the long run, because it’s likely you’ll have trouble finding another company to take over their services.

In choosing among IT help desk outsourcing companies, don’t just focus on the cost. Take a look at their track record, read reviews, ask around, read the fine print on their contracts, and trust your own impressions during their presentations.

Match your partner to your needs.

It’s important to match your IT outsourced partner’s capacity and skills with your own requirements. A company that can solve all of your problems might seem like the best fit on paper, but it’s more likely you’ll experience issues trying to find someone who can provide a wide variety of services. Lay down your cards from the start and be clear about what you want done and what you don’t like.

What To Know Before You Outsource Your IT Help Desk

Ready to dive into IT help desk outsourcing? Here’s a list of things you should watch out for:

The Costs

Outsourcing your company’s IT help desk can be an incredibly cost-effective way to solve many common problems, but it’s important to know the fees involved before signing. Furthermore, make sure your outsourced partner is clear about their charges and possible add-ons so there are no surprises when it comes time to pay.

The Responsibilities

Make sure you know exactly what your responsibilities are when it comes to working with an outsourced IT help desk. These include knowing who will be in charge of equipment and any issues that arise with employees’ computers or other hardware.

The Skills Required

When your company relies on an outsourced IT network to perform day-to-day functions, it’s important for employees and managers to know who they can go to if something goes wrong. It’s important that people assigned to work on your help desk have all the tools and knowledge necessary to represent your company well.

The Onboarding Process

As with any outsourced partner, it’s important to make sure you understand the onboarding process before entering into a contract. Be open to any training that the outsourcing provider might need to conduct to align all deliverables and expectations. You might also need to orient your team outsourced team members to your company’s protocols and standard operating procedures before starting.

IT Help Desk Outsourcing is Made Easy With C9 Staff

Depending on the size and needs of your business, IT help desk outsource solutions can be a great choice for solving several different technical and operational problems. However, it’s important to carefully weigh the costs associated with outsourced partners against the benefits they offer.

Many companies have partnered with end-to-end offshoring firm C9 Staff to help solve their day-to-day problems. We know that every company has different needs when it comes to their IT network, which is why we’re happy to help create a partnership that best fits your needs.

C9 Staff provides outsourced IT help desk assistance to companies across the world at a fraction of the cost of hiring from the U.S. or any other first world location. This allows business owners and managers to focus on their own areas of expertise while taking advantage of top-notch skills and talent from over 35 countries.

Schedule a free consultation with us today to learn more about how we can help your company with its IT help desk outsourcing needs.

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