When should you think about outsourcing your IT support?

You may want to think about outsourcing your IT Service if you are running into one or more of these situations:

  • You currently have an in-house resource.  They are run off their feet (or so they say), but they can’t tell you what they do in a day.
  • You currently have an in-house resource, however due to their limited skill set you are forced to outsource parts of your IT as a result.
  • You currently have an in-house resource, however service has become an issue and users are forced to wait their turn as that resource can only resolve one issue at a time.
  • You currently have an in-house resource, but lack coverage when they are sick or on vacation.
  • You have difficulty retaining a good in-house resource.  It seems that they get bored dealing with the day to day support as well as always being on call and end up getting a job elsewhere.
  • You are experiencing technical or service issues and it seems that all you get are excuses as to why they are occurring.

If you answered yes to one or more if the points above you should think about outsourcing your IT department.  There are several reputable providers out there and most of them will come in and do a network evaluation at no cost to you.  There are a few things to keep in mind when choosing an IT service provider:

1.       Ensure the company is a fit for you.  Some large IT companies are not setup to service smaller businesses (0 – 300 Computers) and as a result the business can end up feeling like they are not important.  The other side of the coin is that very small IT companies (1-3 technicians) can provide great service to begin with, but quite often spread themselves too thin and as a result no longer differentiate themselves.

2.       Ensure the company has proper systems and processes in place to provide you with prompt and efficient service to minimize downtown, to provide proper reporting as to what has been done, who it was done for and what is being invoiced, as well as detailed documentation on your network.  The documentation is important as it can be very costly to have another company come in and learn your entire network from scratch.

3.       Ensure the company has references with a proven track record.  It is good to ask for references of businesses of similar size to your business.  That way you can get a good idea of the kind of service you will be provided.

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