Why You Should Consider Outsourcing IT Help Desk Services

By: Dustin Bonn
January 23, 2024

There’s no getting around this one: Your IT help desk is tied to your overall productivity. Ticket backlogs, issues that pop up again and again, and long resolution times impact how well your employees can accomplish daily tasks. This time is also frightfully expensive, especially when you take into account that IT personnel aren’t exactly cheap. 

Unless you’re actively monitoring your IT help desk’s metrics and setting KPIs, you’re probably leaving a lot of money on the table. And if you don’t have a lot of IT staff to begin with, their time could probably be better spent. But those aren’t the only reasons to outsource IT help desk services to a pro. 

What IT Services Can You Outsource?


Outsourcing some of your IT services to a comprehensive third-party provider can help your team become less reactive and more proactive. Everything from desktop to printer support to network maintenance assistance can be outsourced, allowing your IT department to focus on important applications for your business. 

And by the way, if you’re wondering where your IT team’s time is being spent, we designed a free online tool to give you some quick insights.

5 Benefits of Outsourced IT Help Desk Services

IT word thought cloud

Outsourced IT firms can help tackle frequent end-user issues, like operating system errors, password resets, email setup and troubleshooting, network connectivity, and printer access problems. Taking over these kinds of frequent service tickets can free up your IT team’s time considerably, but let’s get more specific about what that might mean for your organization. 

1. Lower Costs

Whether businesses are keen to admit it or not, money is often the most important driving factor in decision-making processes. By making the switch to outsourced IT help desk services, your company can save money in the form of increased productivity of your employees and, most importantly, your IT staff. 

2. Proactive vs. Reactive Approach 

Managed IT brings tools, processes, and people together in an organized way to identify and address potential issues before they become major problems. This approach helps minimize downtime and disruptions and keeps workflows moving. 

3. Can Refocus on Core Mission Objectives

Outsourcing allows you to focus on core competencies and strategic objectives. This will free up employees to focus on what they do best and allow them to be more efficient.

4. Get Industry Expertise for All Your Employees

It can be difficult to put together an IT department with a staff that represents a broad spectrum of industry expertise, especially if you have minimal IT staffing resources. Although most IT specialists possess general knowledge of various IT services, they are likely challenged to swiftly address all technology requests that come their way.

Outsourced IT help desk service providers hire large, diverse staff that represent a variety of areas of expertise in IT. This means that without expanding your in-house IT department, you get access to some of the brightest minds in the industry, capable of tackling your employees’ issues in a timely manner.

5. Get a Better Handle on Cybersecurity

Is your team putting off key cybersecurity tasks, like patch management? Probably. Here are some patch management statistics that paint a pretty shocking picture…


If your IT teams are bogged down providing help desk support, they’re probably putting off patching and updating your software. And they probably don’t have time to keep up with emerging cybersecurity threats either. 

Could Outsourcing Your Help Desk Also Boost Employee Satisfaction? 

Satisfaction boxes checked

Back in 2022, Ivanti conducted a study on the State of the Digital Employee Experience. It didn’t grab huge headlines around the world, but if you ask me, it should have. Here’s what it found: 

Employee satisfaction stats

Sure, many businesses might have chosen not to upgrade their tools because of budget constraints, but one of the most common reasons they don’t is — you’ve program guessed it — their IT teams are overloaded as it is. Employees believe that good technology makes them more productive, and poor technology has an impact on their performance and, therefore, their job satisfaction as well. 

And think about this: The employees who are highly concerned about their productivity are likely to be some of the employees you most want to retain. Outsourcing your help desk isn’t the only way you can free up your IT team’s time. But it’s one of the simplest and quickest. 

Learn more about our commitment to customer satisfaction by clicking the link below! 

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Topics: Managed IT Services