How to Choose Between In-House and Outsourced IT Support?

IT Support Services Dubai

In the past decade and a half, the Internet has transformed the way businesses operate, simplifying tasks such as data storage, customer acquisition, and marketing. Nevertheless, with the increasing reliance on IT support services Dubai, it’s crucial to have a specialized team available to provide support in case of any issues.

Technology is a critical component of any modern business, and IT staff play a vital role in keeping it running smoothly and securely.

Determining whether to outsource your IT department or maintain it in-house is a challenging choice, requiring careful evaluation of factors such as cost, convenience, reliability, and more. Thus, the question arises: which option aligns best with the needs of your business?

In this blog, we’ll explore the advantages and disadvantages of maintaining an in-house IT department versus outsourcing it to a managed IT services company.

What is Business IT Support?

When selecting a solution for your business, it is crucial to take numerous factors into account. With 14 years of experience in providing outsourced IT support and engaging with thousands of companies deliberating their choices, we understand that both in-house and outsourced IT have their respective advantages.

Although an internal IT team can be highly efficient, it can also incur significant costs to your business. If you lack the necessary time, funds, or resources to establish a full-fledged in-house IT support team, outsourcing may be your most viable alternative.

As a result, you acquire highly skilled and qualified IT support professionals at a significantly reduced expense. You can rely on their expertise whenever your IT infrastructure encounters an issue.

IBT is a professional IT support services in Dubai, UAE offers 24/7 support. Their team of experts can handle any IT issue you may be experiencing, whether it can be resolved remotely or if a technician needs to visit your premises.

What is In-house IT Support?

In-house IT support refers to having an IT department or IT specialist working on-site at your business. You will hire these individuals or team, and you will have full control over their work. If you have a problem, they will be responsible for fixing it.

PROS of In-House IT Support

There are several benefits to employing a dedicated team member or staff who possesses comprehensive knowledge of your IT infrastructure.

• In-house IT staff are experts on your business. They know how your team members use their computers and understand your infrastructure inside and out. They are invested in your company’s success and have relationships with your employees. This means they are motivated to create solutions that work for everyone.
• Quick response times are essential when a disaster or problem strikes. An in-house IT team can respond immediately to technical issues, which can help to reduce downtime and remediate potential damage.
• When IT is under your management, you have more control over response times and the quality of work. You can ensure that your team is trained on the exact IT solutions you need and keep costs under control with a budget for that department.
• When you hire an employee in-house, you can tailor the training to their specific needs. This training can be to enhance their IT skills or to train them on company-wide processes. Training not only helps employees grow personally, but it can also help your company grow.

CONS of In-House IT Support

• Recruiting an IT staff member can be a costly affair. In addition to their payroll and benefits, you must account for expenses related to onboarding and ongoing training. It’s crucial to ensure that your team stays up-to-date with the latest technologies, which may require additional certification costs.
• IT managers are in high demand and command high salaries. According to PayScale, the average salary for an IT manager is more than $85,000 per year. If your salary doesn’t match what IT professionals are seeing online, you’ll have a hard time attracting and retaining top talent.
• IT support is not always available during regular business hours. Emergencies can arise on weekends or after hours, when your employees may not be available. You may also be expected to pay time-and-a-half for work during holidays.
• When IT experts resign, it can be a challenge to find and hire a replacement quickly. The recruitment process can take months, involving advertising, sifting through CVs, interviewing, and serving notice. IT experts are also in high demand, so you may need to use a recruitment company, which can be costly. And once you’ve found a replacement, they will need time to learn your systems and processes.
• In-house IT teams have a deep understanding of their company’s IT systems and infrastructure. However, their knowledge and skillset may be limited to what they have experienced within their company. When taking on a larger IT project or something out of the ordinary, such as cybersecurity, it is likely that you will need to outsource IT help.

What is Outsourced IT Support Services Dubai?

Outsourced IT support services refers to the process of resolving IT or technology issues through external means. In this scenario, you contact a company responsible for managing your systems to address the problem remotely. If an on-site visit is necessary, their technicians will be present in person. While you have the freedom to select the company (supplier/IT company) to collaborate with, you do not personally choose or employ their engineers or technicians.

PROS of Outsourced IT Support

• By opting for managed IT services, you can leverage the expertise of a team of professionals. As previously mentioned, recruiting and maintaining skilled in-house staff while keeping up with the ever-changing IT landscape can be both costly and time-consuming. Managed IT services providers can offer a specialized team with proficiency in various aspects of technology, including cybersecurity, system administration, and data management.
• Outsourced IT companies have the equipment and technology partnerships necessary to modernize your infrastructure. This can help you avoid purchasing assets that may become outdated in a few years.
• Managed IT services offer round-the-clock accessibility. While an internal team may have quicker response times during regular work hours, a managed IT company can provide 24/7 support and emergency services. This means that even in the event of downtime, you can expect a prompt resolution and restoration of services. Additionally, you won’t be constrained by or subjected to additional charges for weekend, holiday, or after-hours support.
• The level of service provided is excellent. An outsourced technology partner is deeply committed to your business as they aim to maintain a long-term partnership. Since their opportunity to retain your business usually depends on the initial contract, they consistently strive to demonstrate the value they bring to your company. Moreover, you have the option to engage an IT company with a proven track record in your industry, relieving you of the burden of ensuring compliance with industry regulations.
• Outsourced IT Support services are often a more cost-effective option. While hiring a couple of employees may appear cheaper initially, it’s crucial to factor in the expenses of retaining staff, including recruitment, salaries, benefits, training, and sick leave. In contrast, a managed IT company typically offers a fixed monthly cost, and you won’t incur additional charges for training or resolving a data outage outside of regular business hours.

CONS of Outsourced IT Support

• While outsourced IT teams can provide remote support, they may not be able to come to your site for every problem. This can be a disadvantage, especially when the problem is with hardware. Remote sessions may not always be able to identify the problem, which may require an on-site visit.
• Opting for in-house IT support provides the opportunity for face-to-face interactions. On the other hand, outsourced IT teams may have multiple clients to attend to, which could result in some waiting time. Support tickets are typically prioritized, with critical issues such as a complete system outage receiving immediate attention over a single malfunctioning computer.
• Managed IT services may not offer the same level of control over your IT functions as an in-house team. Although you can collaborate with your outsourced IT provider to establish objectives and priorities, you may not have the same level of oversight or flexibility to alter the course of action. Scheduling frequent meetings with your managed services company can promote accountability and enable you to maintain visibility into their operations.

Outsource Your IT Support Services With IBT

To effectively manage your IT needs, it’s essential to have a solution that enables you to concentrate on achieving your business objectives without worrying about technology.

If you’re considering outsourcing your IT AMC services Dubai to achieve a greater sense of tranquillity, get in touch with IBT, the leading BPO company in the Middle East. Our team of managed IT services experts is dedicated to assisting your business in realizing the full potential of your technology, without any of the negative aspects typically associated with outsourced IT.

Whether you require supplementary assistance for your in-house IT staff or a comprehensive outsourced IT department, we’ve got you covered. Our services are backed by a track record of excellence, round-the-clock support, and cost-effective monthly pricing to ensure your peace of mind and optimal performance.

If you’re contemplating switching IT providers or uncertain about your business’s IT requirements, don’t hesitate to reach out to us. We’re available to address any queries you may have, regardless of their scope or complexity.