Hiring an External Team for Your Internal IT Help Desk

A nurse speaking on the phone in the nurses station to an internal IT help desk

Having your own internal help desk is costly and not efficient compared to hiring a MSP

If your business doesn’t support a piece of software or offer online services, then there’s a good chance that you don’t have an IT help desk team. Hardware stores, insurance brokers, and dentists offices — as a few examples — usually wouldn’t include an IT help desk among their departments or full-time staff. Many manufacturing companies, 3PL suppliers, retail, and financial services don’t include IT. Real estate agencies also probably don’t have an IT help desk either.

So if your business doesn’t have one, it’s certainly no surprise. After all, why would you? If you never have customers calling in for help with computers and programs, then there’s no need for a customer-facing IT help desk. But… that doesn’t necessarily mean that your business -never- needs IT support or wouldn’t benefit from a little IT expertise from time to time. This is why many companies that have no outward facing IT still have a team on board to handle internal IT challenges.

Internal vs External IT Help Desks

Not all companies understand the difference between internal and external IT help desks. An external help desk would be a team of people who take calls and emails from customers. This is only necessary if your business results in a significant number of customers who need technical help, like a company that produces software and then has a help desk to help customers use that software.

But an internal help desk is an entirely different story. Even if the products/services you provide aren’t very technical and don’t require IT support, there are still dozens of computers and technological processes going on inside the business itself. And employees don’t always know how to handle their own IT.

An Internal IT help desk isn’t for the customers. It’s for the employees. This kind of service gives your team members someone to call if their computer breaks, if they can’t access their email, or if the business wifi appears to have dropped. And to have someone with solutions on-hand in case of a malware attack. These are not things customers need to worry about, but your employees do.

Outsourcing Your Internal IT Help Desk

Now comes the question of cost and convenience. Most small to medium businesses don’t actually have the resources available to add an entirely new team to the mix. Or the space to give them a separate office area. Even if your business uses enough technology in a day to need an internal IT help desk, you may not be in the right position to hire one onto your core staff.

In fact, in many cases, it would not actually be beneficial for a business to hire their own full-time IT staff. Why? Because they don’t have enough IT problems to justify full-time work. The beauty of a help desk is that they are there when you need them and, presumably, working on other things when you don’t.

This is why outsourced IT has become such a rising trend in the current business community. Both for managed services and on-call help desk support. If you need an internal IT help desk to solve email and software problems but don’t have the demand or infrastructure to hire internally, you don’t have to!

Outsourcing your internal IT help desk is a great way to both provide your team with the IT support they need and minimize the burden on your company for adding this new layer of support.

If you have been struggling to keep up with internal IT demands, there’s no need to go on this way. With outsourcing innovations, you can easily hire the time and expertise an IT help desk when you need the support without worrying about keeping your technicians busy when everything is working perfectly. Or paying for a new full-time department. For more insights into the possibilities of outsourced IT services, contact us today!

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