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Today, more than half of businesses (55%) are investing in technology to keep customers happy, while nearly as many (53%) focus on boosting efficiency.
But despite these clear goals, misunderstandings about helpdesk support—especially around outsourcing—can hold businesses back from solutions that could make a real difference.
Here, we’ll break down the top myths about help desk support and lay out the facts. From choosing between in-house and outsourced helpdesk options to understanding how to provide effective support, this guide will help clear up the confusion and show what help desk support can truly offer.
Myth 1: Lose control with outsourced helpdesk support?
It's a common worry that outsourcing your helpdesk means giving up control over your service desk operations. That's a misconception about IT support services!
Outsourcing doesn't mean losing control; rather, it means partnering with a skilled team that becomes an extension of your own crew. This is one of the top myths about help desk support.
Managed service providers ensure transparency with clear service level agreements (SLAs) that define exact expectations around response times, resolution rates, and customer satisfaction.
This setup lets businesses actively monitor and maintain high service quality without missing a beat.
Myth 2: Is in-house help more budget-friendly?
While it might seem that keeping things in-house is easier on your wallet, the long-term costs—including staffing, training, and equipping a team—often add up to more than what you'd pay a managed service provider.
Outsourcing offers scalable support, meaning you pay for what you need when you need it, which can be a game changer for managing costs, especially for smaller businesses.
Myth 3: Do outsourced teams lack technical expertise?
There’s a top myth about help desk support that outsourced support teams can't measure up to the expertise of in-house staff.
However, this underestimates the extensive training and varied experiences of outsourced teams. Managed service providers are armed with the latest tech skills and handle a broad spectrum of support challenges daily.
Plus, they stay sharp with ongoing training and exposure to a variety of systems and technologies.
Myth 4: Will outsourcing slow down response times?
Another common myth is the effect of hiring an outsourcing team for tech support. Many fear that an outsourced helpdesk means slower responses, leaving users in a lurch.
However, many providers offer 24/7 support desks that respond rapidly to technical issues, often outpacing in-house capabilities.
These teams use sophisticated tools that proactively spot and solve potential problems, ensuring swift, effective support.
Myth 5: Only big companies reap outsourced benefits
This is a top myth about help desk support! Outsourced helpdesk services mold perfectly to the size and needs of smaller businesses, offering enterprise-level support without requiring a dedicated full-time team.
This model allows smaller businesses to stay competitive and efficient without the hefty investment in their own large-scale IT support.
Myth 6: Outsourced teams can’t grasp your business culture
Some worry that outsourced helpdesk teams won’t mesh with their company culture or grasp unique business needs.
Yet, many reliable support companies go the extra mile to integrate closely with their client businesses, learning their processes and values to ensure a seamless extension of the team.
They often assign dedicated account managers to keep this alignment smooth and consistent.
Myth 7: Outsourcing compromises data security
Concerns about security are valid, but reputable outsourced helpdesk providers adhere to stringent security protocols.
These include multi-factor authentication, encryption, and regular security audits, ensuring they meet or exceed the security standards of in-house teams.
Recognizing your business's need to debunk the top myths about helpdesk support
As your business grows, so do your technical support needs. Here are some indicators that it might be time to consider outsourced helpdesk services:
- Frequent technical disruptions: If tech issues are interrupting day-to-day operations more than they should, it's time to get a team of skilled, dedicated support.
- Overwhelmed IT staff: If your remote IT support team is bogged down with daily troubleshooting rather than focusing on strategic growth, outsourcing your help can lighten the load.
- High turnover in IT: Constant turnover can disrupt workflows; a steady service desk team can fill these gaps seamlessly.
- 24/7 support requirements: If your business needs round-the-clock support but lacks the resources for an in-house team, outsourcing is an ideal solution.
- Customer satisfaction: Efficient, quick technical support is often crucial for customer satisfaction—outsourcing ensures your users are well taken care of.
- Specialized needs: If your business requires specific technical expertise, outsourced providers can offer a breadth of skills and support for various platforms.
- Scaling needs: If scalability and cost efficiency are priorities, outsourced helpdesk services can adjust to your business’s growth and needs flexibly.
5 benefits of technical support and help desk outsourcing services
Now you know the top myths about help desk support, the next thing you should know is the perks of having a team behind your business. Here’s what a solid helpdesk support setup can do for you.
Access to deep tech knowledge
Outsourced teams face a range of tech issues across platforms daily, constantly refining their problem-solving skills.
Boosted efficiency across the board
With a dedicated team handling IT hiccups, the rest of your staff can stay focused on their main tasks, keeping productivity high.
Cost-effective quality
Get the same—or better—level of support as an in-house team without the overhead of hiring and training.
Better customer satisfaction
Once you understand the top myths about help desk support, you will know that having a support team gives you more rapport with your customers. Fast and reliable helpdesk responses keep customers happy and loyal.
24/7 problem solving
With round-the-clock outsourcing IT support, issues can be tackled anytime, essential for businesses across time zones or with critical after-hours needs.
How to choose the right helpdesk support service firm
Aside from knowing the top myths about help desk support, picking the right helpdesk support team can also make a big difference. Here’s how to ensure you choose wisely.
- Industry-specific experience: Look for providers with know-how in your field to understand your technical and operational needs.
- Solid SLAs: Service level agreements will clarify what support you’ll get—make sure they match your needs.
- Proactive support: Opt for providers that offer monitoring and preventive care to head off issues before they become headaches.
- Qualified and certified staff: Check that the help desk staff has the credentials and skills needed to handle your tech challenges.
- Flexible and scalable: Your helpdesk support teams offer flexible ways for your business to grow and adapt to your business.
- Clear communication: Transparent, regular updates from your helpdesk provider are crucial for smooth operations.
- Stringent security measures: Ensure your provider meets the necessary security and compliance standards to protect your data.
Why Sage is your go-to for outsourcing help desk support
Now that you understood the top myths about help desk support, it’s time to discover the best IT partner for your business. Introducing Sage!
Our team stands out with our commitment to excellent helpdesk support tailored to fit businesses of any size.
Our approach combines industry-specific expertise with a proactive strategy, ensuring not just problem resolution but also prevention.
With Sage, you get flexible, scalable solutions, rapid response times, and a focus on security and customer satisfaction, making us a seamless extension of your team.
Whether you need continuous support, specialized skills, or scalable options, we deliver. Let us handle the tech troubles, so you can focus on growing your business with the peace of mind that your operations are smooth and secure.
Frequently asked questions
What are the top myths about help desk support, and how to debunk myths?
The major myth and misconception about help desk support is that outsourcing your technical support team means losing control over it. Many people also mistakenly believe that only in-house teams can effectively manage help desk operations.
However, outsourced support services offer flexibility and high-quality support that debunks the misconception that they are less reliable.
Why do many think that outsourcing support services means sacrificing quality?
There's a widespread belief that outsourcing help desk services leads to lower-quality support. This myth about outsourced IT stems from uncertainties about outsourced service desk providers.
Yet, many managed service providers offer adaptable, high-quality solutions that meet your business needs, demonstrating that outsourced support can maintain, and sometimes enhance, service quality while also providing proactive solutions to manage technical issues before they worsen.
What are common misconceptions about IT support for small and medium-sized businesses?
A significant misconception is that only large enterprises benefit from outsourcing help desk services. In reality, outsourcing provides a cost-effective way for smaller businesses to access skilled support professionals.
With the right service desk partner and level of support, small businesses can enjoy dependable support tailored to their unique needs.
Is it true that in-house team is always more cost-effective for helpdesk services?
Many assume that managing an in-house help desk team is the most cost-effective solution. However, outsourcing can often be more economical in the long run when you work closely with them.
Outsourced help desk services provide access to a team of IT professionals without the overhead costs associated with hiring and training, plus flexible pricing models help businesses of all sizes manage their budgets more effectively.
How does a service desk partner provide proactive support?
Service desk partners use monitoring tools and implement best practices to identify and resolve issues before they escalate.
This proactive approach is crucial in debunking myths about IT support, as it shows that outsourced teams do more than just respond to problems—they actively work to prevent them, ensuring customer satisfaction and minimizing downtime.
What are the benefits of outsourcing help desk support for technical issues?
You can access a team of professionals who efficiently manage technical challenges, allowing your business to focus on core operations without disruptions.
Managed IT services act as an extension of your team, providing high-quality support that aligns with your business goals.
What are some support myths surrounding outsourced help desk services?
Debunking top myths about help desk support include beliefs that outsourced teams lack the support level an in-house team can offer.
However, many service providers specialize in delivering effective support through service-level agreements that ensure quick response times, debunking the myth that outsourced help desk services cannot offer reliable, high-quality support tailored to your business’s needs.
