IT Insight: Onsite vs. remote IT support

Information Technology (IT) revolves around computer hardware, software, and the networks that connect them, and most organizations would crumble without functioning, robust IT. IT support is vital to the efficient running of your business from the simple reboot of an employee’s machine to implementing new software company-wide to the complexity of warding off cyberattacks.

As critical as managing IT infrastructure and network security is to your business so is keeping costs manageable. Most businesses look for ways to save money on products and services wherever they can without cutting too deeply into the value we receive, and a good IT partner will help you achieve that goal.

According to a Statista report, the global IT outsourcing market is expected to grow almost 8.5% annually through 2029. Remote support has grown to meet the needs of customer demands in the cloud technology era thanks to the reliability and security gains of remote access software.

But is outsourcing IT worth the cost savings, or should you hire internal IT staff? Here are some factors to consider before making that decision.

OUTSOURCING vs HIRING IT – A COST COMPARISON >

KEY BENEFITS

An outsourced IT professional fulfills all or part of the IT functions needed by a business, And the services delivered differ greatly between IT companies. Some businesses may rely on outsourced IT for all their IT support and maintenance, while others only need supplemental support for an existing internal IT team. A business may choose a single provider for all their IT needs, or separate providers to attend to different IT infrastructure projects. Flexibility and control are in your hands.

The primary difference between an outsourced IT professional and a hired employee is the working relationship. A hired employee is just that — an employee — while outsourcing IT typically involves an individual or agency contractor. Employees need to be vetted, hired, trained, and managed. You would be paying salary and employee benefits for an on-site employee, while outsourced professionals are paid only for the specific job for which they’re hired. Outsourced IT providers do not require training or management, possess the robust skills to accommodate your business objectives and be proactive in guiding your IT roadmap and budget. Outsourcing IT is an excellent way to handle time-consuming or specialty work, whether it’s complete management of all IT needs or to supplement your existing IT.

In addition, on-site IT support may be inefficient since many problems can often be fixed quickly and more effectively by a remote IT support technician. For instance, an individual expert almost never has the knowledge of that of an entire remote team. Additionally, you may often have difficulty reaching an on-site employee after business hours.

With remote support, when you encounter IT problems, you connect with a remote team either by phone or over the internet. From there, they provide fixes, maintenance, and other guidance using remote access software to log directly into your network. From their off-site location, they can navigate your system, troubleshoot, and offer the necessary service and support.

Your company’s IT infrastructure should be robust and customized to your unique needs. The key benefits of a strong remote IT plan include: 24/7 help desk, PC/desktop support, a dedicated network administrator, security experts, business continuity, hardware as a service, wireless, cloud, Azure experts, industry compliance, vendor liaison documentation, and strategic IT planning and budgeting.

REDUCE COSTS & IMPROVE PRODUCTIVITY

Remote IT support is cost-effective as you only pay for the services you need and use. With a reliable internet connection, IT support providers solve most user problems and common technical issues on their computer, usually with a relatively quick fix. This ability to connect quickly with an off-site technician enables users to get back up and running fast.

Additionally, remote IT solution providers can often be reached after hours, so you experience less downtime and better productivity. Remote support also allows you and a support technician to connect and resolve issues without geographic limitations. For example, if you have a satellite branch located miles from your main office, the same level of IT support can be provided to both.

If you are like most businesses, you do not have access to the same abundance of tools, 24/7 monitoring, or skillsets that a remote IT service provider does. So to ensure your data and IT infrastructure are protected and managed efficiently, hire for what you need and save time and money with remote IT support!

This post was originally published through the Seacoast Online IT Insight series.

JoAnn Hodgdon is vice president and co-founder of PCGiT with her husband, Dave.

PCG provides comprehensive managed IT services, business continuity, security, cloud computing and virtual CIO services to their clients.

Reach out to her at joann@pcgit.com with comments or story ideas.