Why Outsourced Onsite IT Support is Overrated

Remote IT Support vs. Onsite IT Support

To be clear, we're specifically addressing out-sourced IT with the third-party engineers onsite.

Out-sourced onsite IT support can be a great strategy. We have several clients where we have onsite engineers. However, it's not always the best option. Sometimes the added cost will not result in a favorable return on investment.

For instance, if there’s a hardware failure or deployment, onsite IT is usually needed. But we are going to dive into why onsite support is often not the best solution for many cities, towns, and businesses. A broader remote support team with the ability to come onsite in certain situations is an ideal solution for most smaller organizations.

Why Remote IT Support Makes Sense for Cities and Businesses

Advances in technology make it not only possible but more efficient to handle many issues remotely. These advances, combined with examining the costs and limitations of an on-site resource, make a remote IT support team the ideal solution for organizations. It is like comparing a streaming service to owning a DVD. You get access to so much more when you embrace streaming.

Let’s examine why a remote IT support team is a better solution.

Faster IT Support

It may seem hard to believe, but when you have a remote IT support team, tickets can be addressed faster.

• A large team at the ready. Employees aren’t waiting for an on-site resource to finish assisting someone else.
• According to Zendesk, it takes on average 24.2 hours to provide the first response to an internal support ticket. VC3 averages 4.3 hours.
• Employee location doesn’t matter. With the rise in mobile work, this is even more important. Support can be provided to all whether they are working from home or in another building.

Better Knowledge of Your Environment

A remote engineer has access to all the ticket history associated with that PC or employee. You’re not relying on an engineer’s good memory, but instead on tools that make the process more efficient.

• Ticket history and documentation can be quickly accessed. No need for the engineer to go back to his desk.
• Tools on hand. The support engineer can access tools that allow everything from secure remote access to real-time videos of the issue.

These tools, while helpful, can be dangerous in the wrong hands. Your support team must be properly vetted, trained, and authorized to access your systems. A good team will keep a log each time a tool is used, who accessed it, and regularly audit those logs.

More People and More Experience

The adage that "two heads are better than one” is true when it comes to resolving IT issues. Like we already mentioned, one advantage of a remote support team is size. You get the benefits of multiple people, and with that comes knowledge.

• Collaboration. A support engineer can reach out to a teammate for help.
• Depth of experience. Many remote support teams are a part of a managed service provider, bringing a depth and breadth of experience that is far greater than a single on-site person.
• Guidance. They can advise you on the tools and infrastructure needed to optimize remote support.

Efficient Spending

On average, fewer than 5% of support tickets require someone on-site to resolve the issue. A remote support model means you are no longer paying for a full-time resource that’s only needed a fraction of the time.

Instead of fighting IT fires, that resource can work on larger projects and strategic operations. Ensuring that person’s best and highest use can help move your organization towards achieving its goals.

Employee productivity is also impacted when IT issues aren’t resolved fast enough.

An April 2020 survey found:

• Employees lose 28 minutes on average for every IT issue.
• Employees average 2 IT issues a week – 50 hours a year lost in work time due to IT issues.

It’s Time to Move

As technology has advanced, so have the tools to support hardware, software, and network systems. You may be overspending for an onsite IT resource when a fully remote or hybrid model will yield you better results and greater value.

A strategic technology partner can work with you to ensure your IT is helping you grow. Not holding you back. VC3 actively partners with over 400 organizations across the United States to improve IT reliability and efficiency.