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Best technical support – on-site vs. outsourced

The secret to making the right choice is ensuring the pros outweigh the cons and that the solution works for your business’s specific needs.

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Image: Pixabay

As your business grows, there will come a time when you’ll need to decide on your IT support services.

In short, you’ll have to decide between having your IT support department located on-site, with people under your employment, and outsourcing the service to a trustworthy partner. 

If you are at a crossroads and wonder which option is best, here are a few pros and cons to help you understand each solution’s benefits and costs. 

Outsourced IT support pros & cons

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Image: Unsplash

IT is a complex function to manage, so it makes sense for small and medium-sized businesses to outsource the technical support service.

First, however, you need a reliable business partner with experience working with similar businesses who can give you access to the specialists you need. 

Plus, even though most IT support jobs don’t require an on-site presence, choosing a local company that covers your area is best.

For instance, Californian businesses that activate in the San Francisco area can find reliable IT support in San Jose, while those around LA may want something closer to home. 

If a major incident happens and you need on-site assistance, you’ll have a team at your door in a couple of hours or less. 

Also, to get proper 24/7 technical support, working with someone in the same time zone and schedule is best.

To summarize, here are the most important benefits of outsourcing technical support:

  • Cost-efficient – no need for new employees specialized in IT, and the costs this implies;
  • No need for specialized training
  • Direct access to experts in the field
  • Easy access to consultants and guidance
  • Better security – small businesses are vulnerable to cyberattacks, so you need to take this part seriously.

On the flip side, given that IT is an integral part of office work, you won’t have complete control over your business operations. 

Plus, the risk of fraud and vulnerabilities increases if you don’t work with a reliable partner. 

On-Site IT Support pros & cons

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Image: Freepik

Businesses with a dedicated team of IT specialists working on site have their full attention. This means that any problem gets solved in real-time.

Also, their job is to make sure your system is working at maximum efficiency and speed, so there shouldn’t be any lags or bottlenecks. 

Plus, the level of security should be top-notch since on-site specialists constantly update and maintain systems and devices. 

One of the main advantages of on-site IT support is that these people know your business inside out, so it’s easy to identify faulty elements.

However, since they only work with your business, their level of knowledge won’t increase unless you have the budget for extensive training. 

Plus, not all businesses afford to hire specialists in various technical fields who are available 24/7. 

Which one’s best for your business?

There’s no doubt about it – high-quality IT support will save time and money, but which approach is best for your business? 

Overall, if you are on a tight budget and can’t afford (or need) an extensive team of IT specialists, your best option is to outsource the task.

If you’ve reached a stage in your growth where you need on-site specialists, then it’s a good idea to create your own tech support department.

However, you also have the option of a hybrid system, with several tech specialists on site who have access to higher levels of expertise provided by your remote business partner. 

Wrap up

As you know, regardless of the choice you make, there will be pros and cons. The secret to making the right choice is ensuring the pros outweigh the cons and that the solution works for your business’s specific needs.

Also, your decision should be sustainable for the long term, so try to think ahead. 

Have any thoughts on this? Carry the discussion over to our Twitter or Facebook.

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Chris has been blogging since the early days of the internet. He primarily focuses on topics related to tech, business, marketing, and pretty much anything else that revolves around tech. When he's not writing, you can find him noodling around on a guitar or cooking up a mean storm for friends and family.

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