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Last Updated on January 21, 2023 by Symple IT Solutions

The Pros and Cons of In-House vs Outsourced Technical Support

When it comes to IT support, businesses have the choice of handling the task internally or outsourcing it to an external provider.

Both options have their own set of benefits and drawbacks, and the decision of whether to go with in-house or outsourced support depends on the specific needs and goals of the business. It’s important to not only consider the overall IT needs of the company, but also the specific requirements of each department.

While it is clear that most companies in Ottawa require some form of IT support for the smooth running of daily operations, the question remains whether to establish an internal team or rely on an external provider. Here, we will discuss the advantages and disadvantages of both options.

When it comes to technical support and IT support services, businesses have the option of handling these tasks in-house or outsourcing them to a third-party provider. Both options have their own set of advantages and disadvantages, and the decision of whether to go with in-house or outsourced support depends on the specific needs and goals of the business.

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In-House Technical Support

In-house technical support refers to when a business handles its own technical support and IT support services internally, using its own employees or dedicated staff.

In-House Tech Support Pros:

  • Control: With in-house support, businesses have complete control over their technical support operations. They can easily monitor and manage the process, and make changes as needed.
  • Customization: In-house support allows businesses to tailor their technical support services to their specific needs and preferences.
  • Direct Access: In-house support teams have direct access to the company’s systems, software, and data. This allows for a more efficient troubleshooting process and faster resolution of problems.

In-House Tech Support Cons:

  • Cost: One of the main drawbacks of in-house support is that it can be expensive. Businesses must pay for the salaries and benefits of their technical support staff, as well as the cost of any necessary equipment and software.
  • Limited Resources: In-house support teams may lack specialized expertise, which can limit the types of issues that they can effectively resolve.
  • Scalability: In-house support teams may not be able to handle a large volume of support requests, especially during busy seasons or unexpected spikes in demand.
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Outsourced Technical Support

Outsourced technical support refers to when a business hires a third-party provider to handle its technical support and IT support services.

Outsourced Tech Support Pros:

  • Cost-effective: Outsourcing technical support can be more cost-effective than maintaining an in-house team, as businesses only pay for the services they need and do not have to worry about salaries, benefits, and other employment costs.
  • Specialized Expertise: Outsourced support providers often have a team of experts with specialized skills, which can result in more efficient and effective problem resolution.
  • Scalability: Outsourced support providers can easily scale their services to meet the needs of the business, whether that means handling a large volume of support requests or providing 24/7 coverage.

Outsourced Tech Support Cons:

  • Lack of Control: Outsourcing technical support can mean giving up some control over the process. Businesses must rely on their support provider to handle tasks, and may not have the same level of oversight as they would with in-house support.
  • Limited Customization: Outsourced support providers often have standard procedures and protocols that they must follow, which can limit the level of customization that businesses can achieve.
  • Access: Outsourced support teams may not have direct access to the company’s systems, software, and data, which can slow down the troubleshooting process and extend resolution times.
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Choosing the right technical support option for your business

In conclusion, whether to choose in-house or outsourced technical support depends on the specific needs and goals of the business. In-house support allows for more control and customization, but can be costly and less scalable. Outsourced support, on the other hand, can be more cost-effective and provide specialized expertise, but can also mean giving up some control and customization. Businesses must carefully weigh the pros and cons of each option and make the decision that best aligns with their goals and objectives.

An outsourced IT support Ottawa on the other hand, will be far less expensive, have more expertise and flexibility and will provide you with 24/7 support.

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