Following the COVID-19 outbreak, the state of the global economy and health crises have forced many enterprises to adopt remote working environments. Before that, employees had to access technical support, security, and management through their central offices.
Mostly, the in-house IT teams lack the reach to work from home and can’t work on weekends. As a result, businesses are bound to adapt to hybrid IT support.
In the past, most businesses either had in-house or hired external technical support teams from a Managed IT Service Provider (MSP). But now, they adopt both under a hybrid IT support model to obtain the best of both worlds.
Here, we will explain what it means to have a hybrid IT support team and why it might become essential for your business in 2023.
What is a hybrid IT support team?
A hybrid IT support team basically combines in-house and outsourced technical support. It is a complimentary service that enables businesses to leverage the benefits of both approaches.
Having access to the technical skills, infrastructure, and management opportunities that an MSP can provide is crucial for long-term success. It can integrate your existing IT function and act as an absolute extension of your team.
Especially for small companies with limited capabilities and companies who strive to offer their clients technical support 24/7. It can help facilitate long-term growth without the need for costly investment.
The tech support team, which is outsourced through an MSP, can easily ensure 24/7 uninterrupted support within decent budgeting. Also, it will ensure better security for the company.
Thus, the outsourced provider helps the in-house team and remote employees with resources & expertise in Hybrid IT Support.
Why is the hybrid IT support model becoming more popular?
Since the pandemic, more businesses have preferred to adopt a hybrid technical support model. And there are some solid reasons behind it.
- Both in-house and outsourced technical support has pros and cons. Therefore, a hybrid technical support model will allow you to combine both models’ best aspects.
- Companies can outsource day-to-day tasks like setting up email accounts and fixing technical issues. And they can keep the innovation part in-house. This way, businesses can easily fill their in-house teams’ overall skill gaps.
- Outsourced IT support is cost-effective, has 24/7 access opportunities, and has options to provide multi-language support. On the other hand, an in-house team will be more familiar with your company, its products, or its services. It will give you more control over your business and manage the entire work environment.
Now, more and more companies have acknowledged these benefits and are trying to collaborate with the MSPs as well as the in-house team.
Is hybrid IT support the best option for your company?
Check out the following reasons for adopting to a hybrid technical support model, if you want to get the most out of your support team.
1. Gain access to more expertise
A hybrid IT support model allows IT departments access to the expertise, assets, and collaborations of the entire team. They collaborate with knowledgeable IT specialists to create better solutions, identify issues more quickly, and stay current.
2. Achieve a better network security
Companies are now facing more pressure monitoring and safeguarding their workers while they work remotely. The ability of MSPs to manage various aspects allows them to support and enhance security across all devices.
They can use the cloud to extend your company’s on-premise security to remote employees. It ensures they have access to the same security at home as they do at work. Your customers will have a larger range of solutions to identify, address, and prevent threats.
3. Lower operational cost
Businesses can save money by switching to a hybrid IT support model. It lets you outsource high-quality IT monitoring, management, and support at a very low cost. You can’t imagine creating an in-house team of that scale within these budget ranges.
Furthermore, it assists in freeing up time and resources for your business. Because MSPs can reduce the cost of telecom services, IT repairs, and other expenses. Thus, it immediately increases your revenue with those saved expenses.
4. Get extra benefits
Outsourced technical support providers usually have connections with many businesses and suppliers. From those businesses and suppliers, MSPs get extra benefits. For example, exclusive discounts, access to programs, cost-free product demonstrations, free equipment, and financing choices. Leveraging those benefits, they can provide great support to your customers.
5. Reduce downtime
In a hybrid IT support model, IT departments use MSPs for Tier 2 support (in-depth customer support from technical product experts). It is to balance workloads, focus on areas that require the most attention, and ensure nothing is overlooked. MSPs offer on-demand help desks, 24/7 remote IT support, and even cybersecurity.
Thus, it enables in-house staff to continue providing support during core hours. And the outsourced teams can prevent faults, detect & identify problems, perform fixes outside those hours, etc.
6. Upgrade faster
Phone system upgrades, network upgrades, and cloud migrations can all be time-consuming. And because of the existing workloads, projects like these frequently fall behind the usual daily tasks.
On the other hand, with a hybrid IT support model, a business can upgrade on time and seamlessly. Because one team manages daily duties, and the other team executes those upgrade or migration-related tasks.
Consider using a hybrid IT support model to support your customers for a more efficient workforce. Have fun expanding your business with this strategy. Please let us know in the comments if you found this blog useful. Thank you for your consideration!