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