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Home | Blog | IT Service Desk Outsourcing: Access Top-Tier Support

IT Service Desk Outsourcing: Access Top-Tier Support

By Janselle M.

Updated on June 19, 2024

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Outsourcing in the tech world is huge! Around 37% of IT tasks are outsourced; on average, 13.6% of the IT budget goes to outsourcing. IT service desk outsourcing has emerged as a game-changer for businesses seeking reliable and efficient technical support.


Through strategic partnerships with leading providers, businesses can access a team of highly skilled IT professionals, advanced technology, and best practices without the complexity of maintaining an internal team.


Imagine having a super reliable team backing you up, fixing tech problems in a flash, and keeping your business humming along. By outsourcing your IT service desk, you’ll save money, have more flexibility, and be able to concentrate on your strengths. How awesome would that be?


Upgrade your IT support today by exploring outsourcing solutions tailored to your unique needs. Take advantage of the experience of our seasoned professionals and enjoy seamless operations that drive customer support satisfaction and business growth.

Why IT Service Desk Outsourcing is Important

Businesses rely on technology to operate efficiently, but managing an in-house IT support team can be challenging. Ensuring you have the proper IT support to keep things running smoothly and your customers happy is essential.

Challenges of Managing an In-House IT Support Team:

  • Staffing and Training: Hiring and training skilled IT professionals can be expensive and time-consuming, especially for small and medium-sized businesses.
  • Availability and Scalability: An internal desk team can need help providing 24/7 support and scaling up or down based on fluctuating demand.
  • Expertise and Knowledge: Keeping up with the latest technologies, security threats, and best practices requires continuous training and resource investment.
  • Cost Management: Hiring and keeping an in-house IT support team can be expensive, including salaries, benefits, training, and infrastructure costs.

The Need for Prompt and Efficient IT Support

Nowadays, when things go wrong, it can have a significant impact. It could be lost productivity, revenue, or even customer satisfaction. A good IT support team is vital for fixing technical problems quickly, keeping the business running smoothly, and ensuring customers have a good experience.

Benefits of IT Service Desk Outsourcing

Outsourcing IT support services offers many advantages to businesses. By partnering with a specialized provider, companies can access top-notch technical expertise while reducing costs and improving operational efficiency.

Cost Savings

Outsourcing IT service desk services can help businesses cut their operational costs. Outsourcing providers can use economies of scale to offer cost-effective managed services, so you don’t have to maintain an expensive internal desk team.

Access to Specialized Expertise

Outsourcing providers have a team of top-notch IT pros who know their stuff about all kinds of tech and industries. Businesses can only get high-quality technical support and expertise if they recruit and train their staff.

Scalability and Flexibility

IT service desk outsourcing solutions are great for businesses that need to scale up or down their support services quickly and efficiently to match fluctuating demand or changing business needs.

Improved Customer Satisfaction

A solid IT service desk outsourcing solution can significantly improve customer satisfaction. With quick response times and skilled technicians, technical issues can be fixed quickly, reducing downtime and keeping customers happy.

Focus on Core Business Activities:

Outsourcing IT support lets businesses redirect their resources and focus on what they do best rather than getting bogged down in technical issues and IT support management.

IT Service Desk Outsourcing Models

Businesses have different options for outsourcing their IT service desk needs. The three main models are:

  • Fully Outsourced Model: A company hands IT support to an external provider. The outsourcing partner oversees the service desk, including staffing, infrastructure, and processes.
  • Co-sourced Model: A company uses both in-house and outsourced resources. The company keeps a core internal desk team using outsourced support from a third-party provider. This lets businesses keep control of certain aspects while using external expertise.
  • Hybrid Model: The hybrid model is a flexible approach that combines fully outsourced and co-sourced elements. It lets businesses outsource specific components or services based on their unique needs while keeping other aspects in-house.

Choosing the Right IT Service Desk Outsourcing Provider

When choosing a managed services provider, choosing one with experience and expertise is essential. Look for a provider with a proven track record and extensive experience delivering high-quality managed services. Evaluate their knowledge of your specific industry or technology stack.


SLAs ensure outsourcing providers meet response times, resolution rates, and performance standards. Confirm they follow industry security and compliance standards like HIPAA or ISO/IEC 27001 to protect your data and comply with regulations.


It’s also worth checking out the provider’s organizational culture and values to ensure they fit your company’s culture and customer service philosophy well. Consider both the upfront and ongoing costs.


“At Magellan Solutions, we understand that prompt and reliable technical support is the backbone of successful business operations in today’s digital age,” says Fred Chua, CEO of Magellan Solutions. “Our commitment to delivering top-notch IT service desk outsourcing solutions is driven by a relentless pursuit of excellence and a deep understanding of our client’s unique needs. We leverage advanced technologies, robust processes, and a team of highly skilled professionals to ensure our clients receive the expertise and responsiveness they deserve, enabling them to focus on their core competencies.”

Implementing IT Service Desk Outsourcing

Transitioning to an IT service desk outsourcing solution requires careful planning and execution. The key steps include:

Planning and Preparation:

  • Assess your IT support needs, processes, and systems.
  • Create a detailed implementation plan with timelines and responsibilities.


Transition and Knowledge Transfer:

  • Work closely with the provider to transfer responsibilities and knowledge.
  • Document processes, share data, and train the provider’s team.


Ongoing Communication and Monitoring:

  • Set up clear communication channels and regular check-ins.
  • Monitor performance, address issues, and make adjustments.


Performance Metrics and Reporting:

  • Define KPIs to measure the provider’s success.
  • Regularly report and analyze performance to identify areas for improvement.

Best Practices for IT Service Desk Outsourcing

It is essential to follow the best practices to maximize the benefits of outsourcing to an IT service desk.

Clear Communication and Documentation:

  • Establish clear communication rules, document processes, and expectations for smooth collaboration with the outsourcing provider.


Continuous Training and Knowledge Sharing:

  • Provide ongoing training for the provider’s team to keep them updated on your systems and industry requirements.


Regular Reviews and Adjustments:

  • Conduct regular reviews of the outsourcing partnership and be open to making changes to meet evolving business needs.


Proactive Problem Management:

  • Encourage the provider to spot and improve issues. Collaborate closely to address and prevent problems from happening again.

IT Service Desk Outsourcing Success Stories

Here are a few examples of organizations that have successfully outsourced their IT service desk:

Acme Manufacturing

Acme Manufacturing, a mid-sized industrial company, outsourced its IT service desk to Solid Systems. Using Solid Systems’ experienced team and best practices, Acme cut incident resolution times by 25% and boosted employee satisfaction with IT support from 65% to 85%.

Pharma Inc

Pharma Inc., a global pharmaceutical company, partnered with Auxis to outsource its help desks. Auxis provided a top-performing, cost-effective, service-centric help desk that made a real difference to the end-user experience and expanded coverage hours. They also helped Pharma Inc. reallocate internal IT staff to higher-value activities. 78% of Pharma Inc. said that the outsourced service experience was better or the same as in-house.

Unlock Seamless Operations with Magellan Solutions’ IT Service Desk Outsourcing

Efficient IT support is crucial for business success. Outsourcing IT service desks is a great way to obtain top-tier technical expertise without breaking the bank, improve customer satisfaction, and focus on what you do best. Partner with the right outsourcing provider to get the specialized skills, scalability, and 24/7 support to resolve technical issues and keep operations running smoothly.


We encourage readers to explore IT service desk outsourcing options and unlock the potential for enhanced productivity, operational efficiency, and customer experience.


Contact us to learn more about tailored outsourcing solutions that align with your unique business needs.

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      IT Service Desk Outsourcing: Access Top-Tier Support

      Janselle M.

      As a content writer at Magellan Solutions Outsourcing Inc, Janselle creates captivating stories that connect with SMEs. With a passion for storytelling and a sharp eye for detail, she focuses on crafting engaging content to boost their digital marketing. She is driven by excellence, aiming to deliver messages that make their brand stand out.

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