IT Technical Support

1. IT Technical Support Outsourcing South Nottingham College

2. Aims • Explain what is outsourcing • Look into the implications of outsourcing

3. Introduction • It is possible for the user support function to be outsourced. Instead of having an in-house team look after all the IT equipment and maintenance needs, an organisation might decide to place this service with another organisation, one which specialises in the field of support. • Outsourcing – arranging for an external service provider to carry out, on an ongoing basis, an activity that would normally be performed in-house.

4. Advantages • Minimising cost on IT infrastructure • IT consultants are fully trained on the latest technologies • Service providers can offer more up-to-date advanced technologies • No need to retain technically qualified in-house personnel • Continuous IT support coverage without having to rely on only one or two key people.

5. Disadvantages • Hidden costs are difficult to calculate or prepare for • Some degree of control is lost • Sometimes, communication skills are not satisfactory in the for every team-player of the service provider • Possible loss of flexibility in reacting to changing business conditions • Risk of fraud and confidentiality issues • Risk of internal redundancies – which would result in poor morale

6. Conclusion • Explained what is outsourcing • Looked into the implications of outsourcing