We believe that a reliable IT helpdesk is vital for any organization. When you choose to outsource your IT helpdesk, you gain access to specialized support that keeps your operations on track.
Today, many businesses prefer to outsource IT support because it saves time, lowers costs, and provides expert assistance around the clock. Our goal is to show you why this outsourced IT support strategy works and how it can help drive success.
What Is IT Helpdesk?
IT helpdesk is a central point of contact for tech support within a company. It usually deals with troubleshooting, problem-solving and user queries, so it keeps IT operations running smoothly.
Helpdesk is also often called IT support. However, IT support services can cover various solutions, such as cybersecurity, infrastructure management, and software updates. Help desk support is one of the most widely used outsourced IT services because it meets core needs, like troubleshooting and ticket resolution. These services are designed to keep your business running with minimal downtime and optimal performance.
IT Helpdesks can be run in-house or outsourced to third parties. But which one is more effective for your business?
Brian Haveckin, Australian Managing Partner at Think Best Practice, says in his dissertation on “Information Technology Outsourcing by Large Australian Organisations” how IT outsourcing is a key part of business strategy. It lets organisations focus on what they do best while getting help with tech from outside.
So why is this possible?
When you outsource your IT helpdesk, you can free up internal staff to focus on bigger tasks. You do not need to hire and train multiple technical experts. You do not need to worry about staff turnover or unexpected leave. Instead, you can rely on professionals who specialize in IT support outsourcing. This approach leads to consistent service quality. It also enables you to tap into new technology without extra effort.
Ewert Leaf, a South Melbourne-based architectural firm, is a great example of this research. With the aim of focusing more on core business, Ewert Leaf outsourced their IT helpdesk to Interscale, which provides 24/7 support. This initiative saved them over 20+ hours per week on administrative tasks, allowing architects to focus more on design work.
As a point of reference, you might want to read “What Does the IT Helpdesk Do? Your IT Helpdesk Stuck in the Stone Age?“
Why Should You Outsource Your IT Helpdesk?
Cost Savings
Outsourcing IT helpdesk services allows companies to shift from fixed costs, like salaries and infrastructure for an in-house team, to variable costs by paying only for specific services they need. For instance, if your company requires network management or BIM optimization, you can outsource solely those services without the burden of maintaining a full IT department.
Let me give you an example. When using Interscale as an IT support outsourcing solution, Ewert Leaf eliminated the inefficiency of juggling multiple vendors and optimized their BIM processes through targeted support. These not only enable Ewert Leaf to save over 20 hours weekly on administrative tasks, but also reduce IT-related costs by 25%.
Access to Expertise
By outsourcing your IT helpdesk, you will get access to a wide range of IT experts who know their stuff. These professionals are often on the cutting edge of the latest tech and industry best practices. It’s tough to keep up this level of expertise in-house, especially for smaller businesses.
As Brian Haveckin’s research shows, outsourcing lets companies access top-tier IT talent without the costs of in-house staffing.
This was a big concern for companies like Ewert Leaf, who got a lot out of Interscale’s proactive management and technical insights. The Interscale outsourced IT solutions became useful to improve Ewert Leaf IT infrastructure and operations.
Scalability and Flexibility
Outsourced IT help desks are great because you can scale them up or down depending on what you need. This flexibility is especially useful for companies that are growing fast or have peaks and troughs in demand.
Ewert Leaf’s case study showed how they could quickly expand their infrastructure to meet growing business demands. Outsourcing meant they could scale up easily, so they didn’t have to worry about hiring or firing staff to keep up with their IT needs.
Focus on Core Business Activities
By getting IT services from an external company, companies can free up their own resources to focus on what they do best, boosting productivity and innovation.
Brian Haveckin’s dissertation supports this and shows how outsourcing IT functions helps companies better manage their internal resources and focus on strategic business practices.
Ewert Leaf’s experience backs this up. They were able to focus on growing the business while IT Support providers took care of their IT systems.
Improved Service Levels and Efficiency
Outsourcing partners usually have to stick to Service Level Agreements (SLAs) that make sure they provide a good level of service. These agreements mean you’ll get a faster response and a higher resolution rate, which makes everything more efficient.
This means you get access to a central help desk and a dedicated technician, so you can be sure the service is of a high quality and any issues will be fixed quickly. The set-up led to better service quality and efficiency, as shown by Brian Haveckin and Ewert Leaf’s case study.
Outsourced IT Support Offers 24/7 Availability
Many organizations operate across different time zones or require after-hours support. An in-house team might struggle to provide that kind of coverage. Staffing around the clock means more salaries and overtime. Outsource IT support solves that hurdle by offering 24/7 IT support services without adding to your in-house load.
When a server goes down or a security alert pops up at midnight, a dedicated outsourced team can respond right away. This availability reduces downtime and protects your revenue streams. It also reassures clients and stakeholders that help is available whenever needed. Quick resolutions often mean happier staff and customers, too.
Access to Latest Technology
One of the biggest perks of outsourcing your IT helpdesk is the access it gives you to the latest technology—without the hefty costs of buying and maintaining it yourself. External help desk service providers are constantly investing in cutting-edge tools to stay ahead of the curve and deliver exceptional support to their clients.
For example, many providers leverage AI-driven helpdesk systems like Freshservice’s Freddy AI or Zendesk’s AI Assistants. These platforms use natural language processing (NLP) to sort and prioritize tickets, suggest solutions, and even handle basic issues automatically, saving time and improving efficiency.
Outsourcing also opens the door to advanced cybersecurity tools, such as endpoint detection and response (EDR) systems like CrowdStrike Falcon or SentinelOne. These AI-powered tools work in real time to identify and neutralize cyber threats, offering a level of protection that’s hard to replicate in-house.
As Brian Haveckin points out, staying competitive in today’s fast-moving business landscape requires keeping up with the latest IT systems. With external help desk services, you gain that competitive edge—without the extra burden.
Comparison Table In-House vs Outsourced IT Helpdesks
Here’s a table to compare in-house vs outsourced IT helpdesk:
| Feature | In-house IT Helpdesk | Outsourced IT Helpdesk |
|---|---|---|
| Cost Structure | – Salaries: $70,000–$85,000 annually per employee.- Overheads: Recruitment, training, benefits, office space, equipment, and licenses. | – Per User/Month: $25–$150, depending on service level.- Per Ticket: $1–$5 for basic issues; higher for complex ones. – Additional Services: 24/7 support or cybersecurity may cost extra. |
| Scalability | Scaling requires hiring, onboarding, and training new staff, leading to delays and increased fixed costs. | Services are easily scalable up or down based on business needs, offering flexibility without internal adjustments. |
| Expertise | Expertise is limited to the internal team’s skills and training budget. | Access to a broader range of experts with cutting-edge knowledge across IT domains. |
| Availability | Limited to standard business hours unless extra staff are hired for extended support, increasing costs. | Many providers offer 24/7 support, ensuring round-the-clock availability without additional internal staffing. |
| Technology Access | Requires significant investment in infrastructure, tools, and regular upgrades to maintain current standards. | Providers offer the latest tools and technologies as part of their services, reducing upfront capital investments. |
| Efficiency | Internal processes may be slower due to multitasking and limited resources, affecting response times and productivity. | Outsourced teams focus exclusively on IT support, ensuring faster resolutions and streamlined processes. |
| Risk Management | Higher risk of downtime and security breaches if internal resources are insufficient or stretched. | Service Level Agreements (SLAs) guarantee prompt responses and reduced operational risks. |
| Focus on Core Business | Managing an in-house IT team diverts resources from primary business activities, impacting productivity. | Outsourcing frees up internal resources, allowing businesses to focus on core activities and drive growth. |
| Example: Ewert Leaf | Ewert Leaf, an architectural firm, struggled with managing IT and BIM processes, leading to inefficiencies and high costs. | By outsourcing to Interscale, they saved 20+ hours weekly, reduced IT costs by 25%, and refocused on delivering innovative architectural designs. |
We have seen engineering firms, retail chains, and software startups apply these practices with remarkable results. They choose outsourced IT helpdesk solutions for cost control, round-the-clock coverage, and expert insights. This model lets them focus on revenue-generating ideas and new market strategies. It also provides quick deployment of cutting-edge technology with fewer internal bottlenecks.
Your priorities might differ, but the goal remains the same: efficient IT that fuels business growth. Let us know if you have any questions or want a deeper look at how an outsourced helpdesk could work for you.
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Considerations When Outsourcing IT Helpdesk
When you decide to pursue IT support outsourcing, think carefully about the following:
- Provider Reputation: Choose a partner with proven expertise and a strong client track record. Check reviews, testimonials, or case studies. This helps you gauge service quality.
- Service Range: Look for a provider that covers what you need. It might be just helpdesk support. Or it could extend to cybersecurity, cloud solutions, and managed IT helpdesk services.
- Flexibility: Confirm that your chosen partner can scale up or down. This matters if your business cycles through busy and quiet periods.
- Communication: Clear and frequent communication is key. You want easy ways to submit tickets, track progress, and get updates.
- Service Level Agreements (SLAs): Review response times, escalation processes, and resolution targets. Make sure they align with your operational goals.
- Security Measures: Check if the outsourced IT support company has strong data protection policies. Ask about their incident response procedures. Cyber threats can harm any organization if not managed well.
- Industry Expertise: Some providers specialize in certain fields. If you are in finance or healthcare, you may need extra compliance or special certifications.
- Cost Transparency: Ask about all fees. Make sure you understand how pricing changes if your business grows or if you need more services.
How to Find the Best Help Desk Service Outsourcing Company
Selecting the ideal helpdesk service outsourcing company involves more than a quick web search. You want a reliable partner that fits your specific needs. Consider these steps:
- Identify Your Pain Points: List the top issues your in-house team faces. Do you need a faster ticket response? Do you lack cybersecurity skills? Pinpointing these areas helps you find a company that matches your requirements.
- Compare Different Providers: Gather quotes or proposals from multiple service desk outsourcing companies. Look at their packages, technologies, and response times. Evaluate how they handle common tasks like user onboarding or software patching.
- Assess Cultural Fit: Communication style matters. If the vendor’s approach is too formal or too casual, it may cause friction. You want a partner that resonates with your corporate culture. This eases collaboration and trust.
- Ask About Reporting and Metrics: Regular reports can show how many tickets were resolved, the types of issues handled, and average resolution time. Good visibility means you can spot patterns and address root causes.
- Request a Trial or Pilot: Some managed IT helpdesk providers allow a short-term trial. This gives you a feel for their support process without a long commitment. You can see how they handle real-world problems.
- Check for Additional Services: See if the company also provides advanced offerings like vulnerability scanning or strategic planning. You may want to expand your partnership later. A single vendor for multiple services can streamline management.
- Read Case Studies: Look for success stories that mirror your business size or industry. If a provider has helped firms like yours, that is a positive sign. Case studies also show how they handle challenges and measure results.
Your Next Steps
Now that you’ve seen how an outsourced IT help desk can reshape your daily operations and keep your team free to innovate, it’s time to map out your path. Think about the specific challenges you face, from managing peak workloads to battling unexpected tech issues. When your support system is strong and proactive, you can focus on strategic moves that matter most to your success.
That’s why, whether you need a quick fix or a broad IT strategy, we’re here to help. We also believe in building a long-term partnership that helps you adapt to new technologies without stress. Get in touch, explore our services, and discover the difference you can make with Interscale outsourced IT support.
