Service Desk Outsourcing Vs IT On The High Seas?

In this blog, I explained the benefits of outsourcing your IT service. 24x7 availability of the flexibility, scalability, cost savings and professional support it offers. This is one of the IT capabilities that generally provides a good ROI when outsourced, freeing the IT team to focus on the core competencies that help the organization achieve its business goals.

However, not all IT service providers are the same. We also have small teams, a band, and big suppliers like us. Some vendors focus solely on outsourced service desk functions, while others offer a variety of IT support and consulting services. We also have onshore desk service providers and overseas providers.

In this post, we discuss the advantages and disadvantages of offshore and offshore IT service outsourcing. What are the benefits of each model for the business and what are its drawbacks?

IT service Outsourcing on land or offshore?

Cost savings: Both models of IT outsourcing save organizations money compared to running an internal IT service desk. This is especially true if you need to operate your service desk outside of local business hours, for example, if you have offices in different time zones or if your organization is in high demand for IT support. This is due to economies of scale and downsizing. cost.

The offshore model provides additional savings when cost savings is a key priority for the organization. These service providers operate in low-wage countries, such as Asia and Eastern Europe, which is probably the largest Internet service provider.

Business insight: IT service providers can have any number of customers providing service desk support. Here at UKN Group we know this can be embarrassing if the user calls and the customer service team does not have immediate access to company information. To gain confidence in their services, customers want to know that service desk analysts understand the business and can help their employees with knowledge. They don't want to feel like numbers. While offshore providers may retain background information about their clients, onshore service providers are in a much better position to integrate the organization within their organization and gain their own vision for the business. With regular customer meetings and insightful reporting, this is what makes land providers overcome their omissions at sea.

Staff turnover: The ability to be part of an organization's expanded IT team is another differentiator between onshore and offshore. Many companies want a single point of contact for all IT problems and requirements. They are people who are business savvy and immediately understand how IT issues affect this. In countries where wages are low, employee turnover can be high. Different employers can make a big difference to an individual with only a small salary increase. This means that offshore service providers find it difficult to maintain a consistent level of service with respect to a single point of contact and expert customer-focused staff.

Compliance - Another important area that needs to be addressed when weighing the pros and cons of onshore or offshore. Organizations operating in highly regulated sectors will find that offshore has no choice. Even if there are no geographic restrictions on where IT services can be outsourced, customers may still consider this to be the case. Many regulated organizations must also comply with the companies they work with. Otherwise, they will not be able to do business.

Cultural Differences: Service desk analysts working for offshore providers are highly trained and educated, but have good English language skills. This can be misleading when a client user requests specific support and the analyst doesn't exactly understand the user's needs, but provides that support from a script. However, if the support needed is predictable and rarely deviates from normal demands or problems, offshore can provide it cost-effectively. Dialects can also be a problem if customer users find it difficult for service desk analysts to understand, or if they are not sure they were clear. This is not a problem specific to offshore providers. Local dialects in the UK can also be a challenge!