Potential Problems in Outsourcing IT Support Services

Potential Problems in Outsourcing IT Support Services can be identified early and should be addressed before it is blown into a big problem.

Slower Response Time for Onsite Field Visit leading to Employee Downtime

- How to Overcome?
  - Have Multi-Tier Onsite Site Visit Costing On depending on level of urgency
    - Same Business Day with 2 hours or 4 hours
    - Next Business Day

Poor Working Relationship

- How to Overcome?
  - Low Engineer Turnover.
  - Fixed Assignment of 2 Engineer (Primary and Secondary)
  - Use Local Engineers (same culture background, ability to speak the same language)

Business Liability in term of Data Control and Privacy

- How to Overcome?
  - Sign NDA (Non-Disclosure Agreement) with IT Outsourced Service Support Vendor
  - Avoid Conflicts of Interests – avoid assigning engineers serving customers in the same industry or trade.

Lack of Priority

- How to Overcome?
  - Define SLA (Service Level Agreement) clearly in the IT Outsourced Service Support contract or agreement

Lack of Continuity

- How to Overcome?
  - Maintain Clear and Concise Documentation
    - Logical Network Diagram with Network/Internet Connectivity
    - Labeling of IT Assets
    - Physical Server Rack
    - Inventory of IT Assets (Hardware/Software/Subscription/Contract/Agreement)
      - Purchase Invoice
      - Purchase Date
      - Warranty Period
      - Expiry Date
    - Summary of Login Credentials to IT Assets
    - Backup/Restore Schedule

Lack of Standardization

- How to Overcome?
  - Maintain SOP (Standard Operating Procedures) for
    - Onboarding/Departing Employee
    - IT Equipment Naming Convention
    - IT Support Escalation
    - IT Support Process
    - IT Procurement

Common Frequently Asked Questions (FAQs) about IT Support

Consideration in selecting Outsourced IT Company

What are the consideration in selecting a suitable outsourced IT company? A CIO's present problem when choosing an IT Outsourced Company Today's CIOs are tasked with transforming firms into better enterprises. The new generation of decision makers operate in dynamic marketplaces, relying on an architecture that is built on a scalable platform and capable of...

Early Indicators or Signs of Bad IT Outsourcing

Early Indicators or Signs of Bad IT Outsourcing IT outsourcing isn't a one-size-fits-all solution for making your company's technology operations run smoothly. If it works, it has a lot of potential, but if it doesn't, it may cause harm, sometimes to the point of causing apparent problems. And if you are in, or believe you...

Common Mistakes in Outsourcing IT

Common Mistakes in Outsourcing IT Rather than taking on the entire task in-house, any company, regardless of size or structure, can benefit from outsourcing some of its work to specialists or contractors. Outsourcing projects and labour can help you save money while also giving you the time and competitive advantage you need to compete. However,...

How to Outsource IT Effectively?

How to Outsource IT Effectively? Effective communication is the key to successful outsourcing. When communication breaks out, outsourcing starts to go wrong. In order to develop a successful outsourcing connection, there are four stages you must take. 1. Establish a clear expectation Make it clear to your contractor or virtual assistant what you expect of...

Define Service Level Agreement (SLA). What should be in SLA?

Define Service Level Agreement (SLA) Service Level Agreement (SLA) is a commitment between a service provider and a client. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user. What are some of the SLA for IT Support? Service Availability - Time available for support services...

What are the basic skills required for IT Support?

Basic Skills Required for IT Support -Basic Skills Required for IT Support-- Beside acquiring your IT Technical knowledge, it is also important that you must also pick up the other soft skills like communication, intra-personal and inter-personal skills. Communication Skills Language Competence Body Language Active Listening Technical Competency Skills Install and configure computer hardware operating...

What is the role of IT Support?

What is role of the IT Support? The primary role of the IT Support is to provide the business the ability to use IT solutions in a reliable and secure way. The secondary role is to integrate or unify all their IT solutions served on a single platform. Role of IT Support Processing Staff Onboarding...

Risks in Outsourcing IT Support Services

Risks in Outsourcing IT Support Services There are risks involved in outsourcing IT support services to 3rd third party vendor. However, there are many ways that you can manage and migitate risks. Risk #1 - Over-Dependence on vendor recommendation How to overcome? Need to put check and balance in place like a secondary source of...

11 Reasons Why Business Should Consider to Outsource IT Support Services

11 Reasons Why SME Should Consider to Outsource IT Support Services By outsourcing your IT support services, you can lower your business operating costs. However, it come with a higher risk, if it is not managed properly. Running a SME is tough work, an entrepreneur is required to wear multiple hats and do multiple tasks....

Turbo-Charging Outsourced IT Support Services

Outsourced IT Support Services Served by Win-Pro’s Friendly, Competent and Qualified Technical IT Support team Established Fast and Secure tunnel connection between user and Support engineer Maintain Low Operational Cost by removing the travelling time and transport costs Require Minimal Physical Presence Accumulated Vast Knowledge and Experiences over 25 years of operating the business Provides...

Potential Problems in Outsourcing IT Support Services