When it comes to IT support for their employees, businesses have a crucial choice to make–an internal helpdesk or outsourced support. According to a survey conducted by Auvik, 70% of respondents use internal IT support, while 30% employ a managed IT service provider.

Choosing between the two requires the consideration of many factors. In this article, we’ll compare internal IT helpdesks and outsourced IT support services, as well as discuss how helpdesk automation can improve operations and efficiency. The aim is to help you decide what solution is best suited for your organization’s unique needs.

Understanding Internal IT Helpdesks

An internal IT helpdesk is a crucial part of an organization’s employee support systems. The helpdesk focuses on managing IT services, providing immediate assistance to IT requests, and creating an environment where employees can effectively solve their tech problems. 

Pros of an Internal Helpdesk

• Familiarity with Organization’s Systems and Data

Internal IT helpdesk teams have a deep understanding of their organizations’ specific systems, applications, and data. This knowledge allows them to quickly and accurately resolve tech issues.

For example, if one of your employees experiences a software problem, your internal IT team can determine whether it is related to recent updates they performed or due to unique configurations specific to your organization.

• Greater Control Over Data Security and Compliance

With sensitive information often involved, having an internal IT helpdesk enables organizations to maintain strict control over data security and compliance protocols.

• Convenience of On-Site Support for Immediate Assistance

The closeness of an internal IT helpdesk makes it easier to provide immediate face-to-face support to employees. For instance, on-site techs can usually fix a hardware failure more quickly than relying on an external IT team.

While these benefits are substantial, organizations must also think about the possible downsides of having an internal IT helpdesk.

Cons of an Internal Helpdesk

• Ongoing Costs

Maintaining an internal IT helpdesk is expensive, involving salaries, benefits, and training for staff. These costs accumulate quickly, impacting the overall budget for IT service management.

• Scalability Challenges

An internal helpdesk is a fixed resource and is often limited to its scalability during peak times or an organization’s growth. An increase in support requests from employees may overwhelm a small internal IT team, leading to slower response times.

• Limited Expertise

Smaller teams may lack specialized knowledge or experience in addressing complex or emerging IT issues.

Consider how these factors of an internal IT helpdesk align with your organization's specific needs and operational goals.

Understanding Outsourced IT Support

Outsourced IT support services offer a strategic alternative to internal helpdesks, aligning with efficiency and expertise needs.

Pros of Outsourced Support Services

• Scalability Based on Demand

Outsourced IT support can adapt easily to fluctuating needs. During peak periods or during growth, additional resources can be allocated without the hassle of hiring or training new staff. This flexibility ensures that organizations maintain high service levels and response times.

• Access to a Broader Range of Expertise

Engaging an outsourced IT support provider can grant an organization access to specialized skills and advanced technologies that they wouldn’t have access to otherwise. 

• Cost Savings Through Fixed Monthly Fees

Transitioning to outsourced IT support often results in reduced operational costs. Many managed IT service providers offer fixed monthly fees, allowing predictable budgeting for organizations.

Like internal helpdesks, outsourced IT support also has its own downsides.

Cons of Outsourced Support Services

• Lack of Familiarity

Outsourced IT support services may not fully understand an organization’s specific processes or regulations. This gap can hinder the effectiveness of support and impact service quality, or require an extensive learning curve for the service provider.

• Security Risks

Trusting external parties with sensitive information poses potential security concerns. Data breaches or mishandling of confidential details can lead to significant repercussions.

• Challenges with Hardware Issues

Relying on remote IT support can create delays in resolving physical hardware issues, such as problems with servers and wifi.

Another Choice: Hybrid IT Support

Internal IT helpdesks and outsourced IT support both have their cons. What if an organization could focus on the pros of each choice with a hybrid approach to IT support?

This idea integrates both internal helpdesk resources and outsourced support services, and provides organizations with the most flexibility and efficiency.

Here are the key features of the hybrid approach:

• Scalability: An organization can adjust resources quickly based on workload demands.

• Expertise Access: Maintaining a connection to external providers allows organizations to utilize their specialized knowledge.

• Cost Efficiency: Organizations can optimize expenses by balancing variable costs of internal IT staff with fixed costs of outsourced IT services.

Risotto: A Tool for Hybrid IT Support

Bridging the gap between internal and external IT support services, Risotto is an ideal solution for organizations employing a hybrid IT support approach.

Let’s take a look again at the pros of internal IT helpdesks and outsourced support, and discuss how Risotto enhances these advantages.

Internal Helpdesk Pro: Familiarity with Organization’s Systems and Data

Risotto’s AI-powered chatbot is so intelligent that it learns from an organization’s information and interactions with its employees. It knows the most-accurate and efficient way to resolve IT issues.

Internal Helpdesk Pro: Greater Control Over Data Security and Compliance

Risotto allows organizations to maintain control over their data security and compliance. In fact, it can automate access management.

Internal Helpdesk Pro: Convenience of On-Site Support for Immediate Assistance

Risotto’s chatbot is always available, 24/7, from an organization’s Slack workplace, so employees can always get assistance for their IT issues.

Outsource Support Pro: Scalability Based on Demand

Risotto can scale, and even improve an organization’s SLA capacity by two times. Add Risotto’s scalability with the scalability of an outsourced support team, and any organization can meet its demands.

Outsource Support Pro: Access to a Broader Range of Expertise

Risotto takes care of internal IT support, while an outsourced team provides their range of expertise at the same time.

Outsource Support Pro: Cost Savings Through Fixed Monthly Fees

Risotto helps maintain costs for internal IT and reduces the need for additional staff members. Add the cost savings of outsourced IT support, and an organization can budget their IT expenses effectively.

Conclusion

The decision between an internal IT helpdesk and outsourced IT support is not one-size-fits-all. It hinges on the specific requirements and circumstances of each organization. 

While internal IT support offers the advantage of direct control and familiarity with company operations, outsourced services can provide specialized expertise and scalability. 

In addition, taking a hybrid approach to IT support for an organization’s employees can be the best choice, enhancing the advantages of both internal and outsourced support. 

To learn how Risotto can help your organization’s internal IT helpdesk or hybrid approach, book a demo today.