IT infrastructure of any business should be reliable, quick, and secure. It is where IT support and IT services come in. Do you know what IT support means, and how it’s essential in your business? What is the difference between In-house and outsourced support?
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What is IT support?
It is any technical assistance offered to a company or individual regarding software or hardware. Its focus is helpingan organization troubleshoot a specific problem. The tech support agent will have access to a sensitive organization’s device or network. Security controls such as remote access security, privileged access control, session management, and password management should be adequate. This way, the tech support will productively and securely do their job without causing security exposures.
In-house IT support.
It is when you employ your tech team to tackle any technical issue that may arise due to regular business operations. Their roles include maintaining security infrastructure and backup, dealing with technical problems, and helping employees to connect remotely. You will need an in-house tech team to deal withthe following:
- Product development.
- Handling sensitive data.
- Maintenance and implementation of internal systems.
Benefits.
- The tech solutions are guaranteed to be quick and reliable.
- The IT support team is familiar with your company’s equipment since the job is onsite.
- The IT team will have a detailed understanding of your networksince they care for only one system.
Disadvantages.
- Capacity and cost. If you have one IT support provider and they go on annual or sick leave, your organization will lack IT support. You will need an IT department to cater for this absence. It is going to be costly, especially for small businesses.
Outsourced IT support.
It is when you hire a third-party company to deal with the requirements of your organizational technical support. It can be achieved in the following ways:
- Break-fix support.
Whenever your organization’s network or computer has an issue, the outsourced company will fix the issue remotely.
- Proactive support.
To prevent system outages in your network, the outsourced IT company will continuously monitor your organization’s software and hardware.
- Fully managed support.
The outsourced IT provider is responsible for all IT maintenance and support.
Benefit.
- The services are provided remotely and in-house, depending on your business needs.
- IT support companies have a lot of resources and staff, hence resolving issues more efficiently.
- They offer proactive solutions helping you resolve issues before they escalate, reducing the chances of a system crash.
- It is cost-effective. Hiring an entire department of the in-house support team will cost your business more in terms of annual salary.
Disadvantages.
- You will need to pay more for additional projects such as the configuration of new services and installation.
- The supplier-client relationship isn’t as strong as an employee-employer relationship. Friction may occur if the personality of the client and the outsourced IT company clashes.
Final Remarks!
IT support provides technical assistance to an organization’s software or hardware. Depending on your business need, decide if you should hire in-house or outsourced IT support services. Consider the advantages and disadvantages of each IT support, and determine which is the perfect fit for your business.