Onsite VS Remote IT Support: Which Is Best For Your Business?

In every business model, IT support services are vital as they do tasks that range from simple computer-related issues up to company-specific software. However, businesses are now faced with the dilemma whether to have an on-site IT support service or a remote one. In the recent study by Research and Markets, global IT outsourcing market will grow by 5.84% in 2019.

Onsite support is a team embedded in the company’s organizational structure. An expert in the presence of an engineer can give services full-time. They don’t rely on connectivity and management communication software. They are available both online and offline but limited by the required employee hours for a day.

On the other hand, remote support is the control of IT tools that are not physically located inside your company. A lot of processes can run in the cloud from cloud-hosted infrastructure to full disaster recovery. Remote IT support services will provide the hardware as they run like an agency serving multiple businesses.

In the table below, see the differences between the two and identify which one will work best for your company:

 


Decide Based on Your Business Type

An important factor before you decide whether to go for an onsite or remote IT support is your business type.

Small-to-medium enterprises should go for a remote IT support service. With a small team, this allows them to focus on their core processes and leave the IT issues to the remote team. Furthermore, a company with a limited number of people working, keeping an eye on IT updates can be a source of extra work. Remote IT support services should answer this confidently because they are aware of security patches, firewalls, and intrusion detection systems.  

While big businesses can opt for an onsite IT support service because of the budget and logistics they already have. Moreover, big companies have larger processes, and the effect of even a small problem should be addressed away to avoid further casualties.

At the end of the day, the implementation of an IT support service for your company all boils down to research. Each has their own strengths and weaknesses, and the only person who knows what your business needs is you.

James Patterson
James Patterson

James Patterson, Head of Business Development, Global Corporate Clients joined transcosmos in 2007. He oversees business development and sales and marketing initiatives throughout the EMEA and APAC regions for transcosmos IT and Customer Support Services, managing a team of sales professionals and consultants in these territories. James fully understands and supports the requirements and challenges of complex IT Support and Customer Service environments, having guided an array of large organizations through the consultative process of developing complex solutions to fit the customer’s needs. Previous to transcosmos, James was a regional Sales Manager in the Health and Leisure Industry winning many awards for exceeding sales targets and being innovative.


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