The decision to turn over an IT organization’s help desk function to a service provider is more complicated than it appears. In 2023, our research shows that most IT organizations surveyed rely on service providers to perform the help desk function, to at least some extent. Help desk outsourcing typically saves money, but sometimes at the cost of service.
In our report, we define IT help desk outsourcing as contracting with a service provider to provide support for users of an organization’s IT systems. The number of companies outsourcing IT help desk work has remained high since its recent peak in 2022. As shown in Figure 1 from our full report, IT Help Desk Outsourcing Trends and Customer Experience, IT help desk outsourcing levels and cost success are exceptionally high, relative to other outsourced functions in our study. However, service success is low.
Low service levels are sometimes strategically acceptable, especially in times when budgets are tight. However, it is important to think about the trade-offs when outsourcing this function. The help desk serves as the face of the IT organization. A positive experience between end users and the help desk can build goodwill and improve the overall perception of the department. Also, the help desk is often the first role for many young IT professionals. Without it, some companies miss a valuable source for young IT talent.
At the same time, remote models have made outsourcing the helpdesk easier. Tech-enabled services from providers can often provide a more efficient experience if the relationship between the provider and the organization is properly managed.
“As businesses embrace digital transformation and software portfolios expand, the help desk is increasingly called upon to support the business.,” said Waynelle John, research analyst for Computer Economics, a service of Avasant, based in Los Angeles. “Hybrid approaches where organizations take advantage of the expertise of external providers but maintain some in-house functions are growing in popularity.”
IT executives need to consider their help desk strategies in light of current trends. Our full report measures help desk outsourcing activity through outsourcing frequency, level, volatility, net growth trend, cost experience, and service experience. It also compares help desk outsourcing frequency and level by organization size. Finally, the report examines the sectors that are most likely to outsource the help desk function and concludes with some key questions to consider.
This Research Byte is a brief overview of our study, IT Help Desk Outsourcing Trends and Customer Experience. The full report is available at no charge for Computer Economics clients, or it may be purchased by non-clients directly from our website (click for pricing).