Why Outsourced IT Support Is Critical to Business Operations

You depend upon your computer systems to boost productivity and enhance customer service, but when they’re not working properly business grinds to a halt. Today’s end-users are fairly tech-savvy, but few have the expertise to troubleshoot complex problems. They need expert IT support to get back up and running.

And when they need it, they need it fast. That means your IT team (if you have one) must redirect their efforts from strategic projects to providing end-user support. If you don’t have an IT team, end-users must try to resolve issues on their own, wiping out the productivity gains afforded by modern technology.

Few organizations have the luxury of a fully staffed help desk devoted to end-user needs. Many small to midsize business (SMBs) have very small IT support teams who have a hard time keeping up with day-to-day tasks — much less individual end-user crises. In some cases, a lone tech may handle everything from the network to the desktop. More serious issues may be kept waiting while the technician helps end-users — or vice-versa.

That’s why outsourcing IT support makes sense for many organizations. By outsourcing at least some support requests to a managed services provider such as SSD, you can get more rapid response while optimizing IT costs.

Instead of paying the salaries of enough IT staff to handle spikes in activity, you pay a fixed rate for unlimited support. And you gain the knowledge, experience and disciplined processes of SSD’s team, ensuring that support requests are handled efficiently and accurately.

Partnering with SSD is ideal for SMBs that don’t have in-house IT support — it enables these organizations to get the support they need with no capital outlays or hiring costs. But it can deliver key benefits to organizations of all sizes, with or without IT staff:

  • Ensure consistent, timely support — forget about staffing challenges, sick leave and vacation
  • Tap into the expertise and methodologies of a dedicated support team to resolve issues more quickly
  • Improve end-user productivity by reducing downtime and frustration
  • Eliminate the “shoulder-tap” support requests that can distract other staff from their core functions
  • Gain faster support for mobile users and teleworkers through the service provider’s “remote control” technology
  • Smooth out support costs
  • Enable in-house IT staff to focus on critical systems and strategic initiatives

SSD’s Assurance program enables you to enjoy these benefits by providing unlimited support to everyone in your organization. You set the priority of the call and we’ll respond accordingly — within 30 minutes for emergencies and within one hour for issues that impact productivity. And because of the “always-on” nature of today’s business environment, we also give you access to 24×7 emergency support.

Our skilled technicians use the latest remote control tools to quickly resolve most problems on the first call. But we also recognize the IT support is about more than just technology. The core tenet of our support services is “people helping people.” You can count on our team to respond professionally, respectfully and graciously to every support request.

IT support is critical to your organization, and outsourcing makes good business sense. SSD’s Assurance program gives you access to highly qualified technicians to supplement or replace in-house support, improving productivity by providing users with faster problem resolution.