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Benefits and Drawbacks of Computer Network Support Outsourcing

by: Sarah Joson

Friday, July 26, 2013 | Outsourcing News |

Any company that uses technology and computers to deliver service and products to customers needs to make sure that they have the right people to handle network support. It is one of the most vulnerable factors of running a business - connectivity downtime and power outages can do drastic damage to the operation. Also, each business has its own set of technology and network-related issues with varying solutions and methods.

Imagine your network is experiencing connection difficulties, you will most likely send out your best computer network support personnel to address the concerns and disputes of your customers. Business leaders have two options in finding network support specialists. First, they can find qualified candidates who will work for them full-time and in-house, and second, they can contract with a third party service provider which can provide them tech support outsourcing services.

Advantages and disadvantages of network support outsourcing

An article at Business2Community.com differentiates the two and explains the pros and cons:

Outsourcing is a popular solution among businesses worldwide. By outsourcing computer network processes, business owners will be able to continue operations and perform technical support procedures offshore, where labor and operational costs are lower. Even if these specialists are working remotely, they are most likely available during the off-peak hours because of the time zone difference.

However, some operations do not go as planned, putting a business in a questionable position. Some of tech support outsourcing’s disadvantages are mishap in choosing the service provider. Shady providers, the ones that present themselves as the best in the industry at the lowest imaginable rates, are often dealing with a lot of internal issues, so do not be surprised if they will always put themselves first before your business.

Other companies also prefer to only share information internally to minimize security issues. Another disadvantage is if you outsource, they wouldn’t be as familiar with the company and its background compared to those who work day in day out with the people who are involved with the business.  

Insourcing, on the other hand, will require business owners to work with full-time remote helpdesk specialists who will handle support and on-site network maintenance. It is specifically beneficial if you need constant upgrades on your computer or one of your enterprise-clients needs assistance, in which case you can just go to your client along with your tech support team and address the issues. It is advised that for complex operations and IT processes, insourcing should ensure the quality of output.

The disadvantages of insourcing include the expenses, because if you are going to employ full-time staff, you need to provide tools and infrastructure to get the job done, as well as benefits. Generally, insourcing often leads to large overhead costs.

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