In-house vs outsourced IT support – here’s what you need to know
No matter what your business does, well-functioning IT systems are key to successful operations. If your business is reaching a stage where you need dedicated IT staff, you’re probably trying to decide whether to outsource or insource the work. Or, maybe you already have an IT officer, but you need more resources to cover holiday leave.
So, which one is better, outsourced or in-house IT support? Let’s start by defining what we mean by these terms.
In-House And Outsourcing: What’s The Difference?
In-house, or insourcing, stands for taking care of a task within the company’s operational infrastructure. When an operational area is insourced, it’s assigned to either a person or department within the company. Or, sometimes a new person is recruited as an employee within the company.
Outsourcing stands for contracting workforce from an outside organisation or company unaffiliated with the business. The outside organisation is contracted to take care of specific tasks or areas within the business. The outsourced party will bring with them specific resources, such as equipment and intellectual property. Outsourcing is usually a cheaper alternative than insourcing. Hence, budgeting is often the main motivation for choosing to outsource. Yet, outsourcing comes with more benefits than just savings.
Both options have different advantages and disadvantages, making each suitable for different types of businesses. Next up, we’ll go over the pros and the cons of both in-house and outsourced IT support.
In-House Vs. Outsourcing: Which One Is Better?
To make an informed choice, it’s important to be aware of the pros and cons of in house versus outsourced IT support. Luckily, to make your decision easier, there are clear benefits and problems with each system. In this section, we’ll do a simple rundown of the pros and cons of both solutions.
Pros of insourcing
- Control: You’ll have full supervision and control over the methods your IT support team uses.
- Instant help: An in-house IT officer works at your facilities, ready to act as soon as problems occur.
- Intimate knowledge of your business: In-house IT officers will have a thorough knowledge of your systems.
- Steady cost: In-house employees’ overhead costs are predictable each year.
Cons of insourcing
- Time and money spent on the hiring process: The time and money invested in hiring in-house are significant. Investing in a permanent staff member requires careful screening to find the right candidate.
- Higher and continuous costs: You’re paying wages non-stop even when there are no issues. If you don’t experience IT problems that often, you’ll end up wasting a whole lot of money.
- Equipment expense: The initial investment in repair tools and other equipment is high. That’s why in-house IT support is often forced to deal with existing technology when newer and better solutions are available.
- Absence: In-house IT staff often only work office hours and may be absent due to sickness or vacations.
Pros of outsourcing
- Lower risks: The recruitment process takes far less time with less risk involved.
- Affordability: The cost of salaries, benefits and overhead is spread across several client companies, giving you better value for money.
- Flexibility: External IT services can be brought in for a short, medium or long-term engagement, working as and when needed.
- Free up time and resources: Outsourcing IT services allows the company to focus on its core operations.
- Access to resources: An IT services company will have a range of software, know-how, repair tools, equipment and more to deal with any situation. You won’t need to invest your company’s money in equipment that is useful only rarely.
- Specialist expertise: IT service providers employ individuals with a variety of different skill sets and areas of expertise. No matter what problems occur, they can bring in a specialist in that niche, finding solutions to even the most cryptic problems.
- After-hours support: Typically, IT service companies offer 24/7 support by phone or online.
Cons of outsourcing
- Less control: An IT service company will use their own work methods, and you might have less ability to supervise.
- Off-the-facilities support: If technicians are held up at another clients’ site, you might not get immediate help.
- Remote support for minor issues: Some service providers might prioritise remote support over visiting your site. This is especially the case with smaller problems.
- Safety and security: Sensitive information could be compromised with a dodgy IT services company. If you do decide to outsource, make sure the organisation is a credible one.
Consider Your IT Needs
In the end, whether in-house or outsourced IT support is the better alternative will depend on each business. What makes sense for one business might be the wrong solution for another. Yet, deciding one way or the other is crucial in the growth-stage of any business.
A common occurrence in many companies is one staff member having to act as an unofficial IT support person. Let’s say this person is the marketing officer, but they’re always getting requests from colleagues that need help with IT problems. Having to spend time on something unrelated to their job will keep the marketing officer from doing what they were hired for, leading to the business functions suffering.
Once you have weighed both options carefully and you feel confident in making the right decision, it’s time to get dedicated IT support.
How Rosh-Tech’s Managed IT Services Work
If you have decided to outsource your IT service, consider partnering with a trusted small business IT service provider like Rosh-Tech IT.
Rather than a separate entity, we aim to be an extension of your team, fully understanding the functions and needs of your business. When working with us, you’ll have a dedicated team of technicians that know your business and the technology you use. Our approach to IT services is proactive, preventing issues before they happen whenever possible.
Benefits of our business IT support include
- The cost is managed on an invoice rather than as a PAYG + payroll tax
- Your new outsourced IT team is part of a larger team with escalation paths
- You get a dedicated team that knows your systems
- Guaranteed rapid responses to any issues
- Proactive maintenance schedules that drive down support incidents and costs
- Third-party vendor management on your behalf
At Rosh-Tech IT, we specialise in small business IT support services. Bringing in a part or full-time IT officer from Rosh-Tech IT can make sense as an alternative to directly employing a new staff member. We’re a long-standing and trusted IT partner for many SMB’s and non-profit organisations across South-East Queensland and northern NSW. Based in Brisbane, we service businesses from the Sunshine Coast to the Gold Coast, Ipswich and more.
Connect with the Rosh-Tech team to find out more about our business IT support services.