Remote helpdesk support helps businesses solve IT issues without technicians being on-site. It uses tools like chat, email, or screen sharing to address problems. This service grew with the internet in the 1990s and became common in the 2000s with remote desktop tools.
Three reasons to outsource helpdesk and support
Today, Microsoft, Amazon, and Google, as well as smaller providers, rely on it for IT needs. Why do they choose remote helpdesk support? Here are four key reasons to be aware of:
- Money saving. Naturally, helpdesks in regions with low salaries cost much less than in the USA, Canada, Australia, Israel, or Western Europe. For that reason, companies situated in regions with high average wages opt to hire helpdesk specialists in more budget-friendly countries.
- Better quality. IT helpdesk support is an art in itself – it requires algorithms and good knowledge of the best industry practices and cutting-edge solutions. Outsourcing helpdesk helps you spare time and people to organize this difficult process. Someone has already done it for you – hundreds of specialized vendors ready to offer you customized solutions.
- Innovative solutions. Expectations from support have never been that high. Your clients demand 24/7 helpdesk support, communication in many languages, and instant replies. These are things specialized vendors invest in, so you don’t have to.
Desktop support vs Helpdesk: What’s the difference between the two?
Desktop support focuses specifically on resolving issues related to desktops and laptops. Unlike a general help desk, which handles various IT problems, desktop support is limited to troubleshooting computer-related concerns. While it doesn’t address issues with printers or networks, it can assist with installing software or repairing malfunctioning computers.
| Desktop support | Helpdesk |
|---|---|
| User-focused: Helps the end user. | Business-focused – helps the business go. |
| Reactive support: Responds to user issues when they arise. | Proactive support: Offer solutions before the urge arises. |
| Break-fix model: You break – we fix. | Prevention: Works on preventing incidents. |
What’s inside helpdesk support services?
The core features of helpdesk support include:
- Password resets, FAQs
- Troubleshooting software, hardware, and network issues
- Logging and tracking IT incidents
- System configuration, server issues, complex IT infrastructure
- Remote assistance
- Software and system update guidance
- Regular updates and patches for systems and software
- System health monitoring
- Knowledge base creation
- Assistance with antivirus updates and cybersecurity protocols
Apart from these features, there are some modern trends, like AI chatbots for automated responses to common issues, omnichannel support that helps via email, phone, chat, and social media, and proactive monitoring, which helps identify and fix problems before users notice.
How much does it cost to outsource technical helpdesk support?
For a small to mid-sized business, outsourced helpdesk support can cost between $1,500–$10,000, depending on the level of expertise required, the location of the service provider, and the type of support. Here are some average costs in USD so you can estimate how much IT helpdesk support services can cost your business.
1. Per agent (hourly rates)
- Basic support that handles common issues like password resets and basic troubleshooting costs $10–$25/hour.
- Mid-level support that works on more complex issues requiring technical expertise costs $25–$50/hour.
- Advanced support that helps with specialized issues, such as server or network problems, can cost $50–$100/hour or more.
2. Per user or per ticket?
- The average solution per user will cost $15–$50/month per user. It covers general IT support for end users in a business.
- If you want to evaluate the cost based on the number of incidents, be aware that the average price per ticket is $10–$40.
3. Geographic variations
Much depends on where your support specialists are stationed. Here are some averages based on labor costs in different regions:
- United States or Western Europe: $30–$100/hour
- Eastern Europe (Poland, Ukraine) and South Asia (India, Philippines): $10–$30/hour
- Latin America: $15–$35/hour
How do you outsource IT helpdesk support services?
You can give away the full scale of helpdesk services to a specialized vendor. This is a great option. However, it can be quite expensive, especially if you have a particularly complex product. You can also buy customized software to facilitate helpdesk functions, though you will still need people to handle it. And you can have the best of all worlds by choosing staff augmentation and hiring tech specialists capable of helping your clients with the most intricate issues at a fraction of the price.
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