The Economics of Help Desk Outsourcing
Progent's Help Desk outsourcing and co-sourcing services offer substantial business value in comparison to going it alone with a Help Desk staffed solely by in-house personnel. Many of the advantages of outsourcing, such as increased computer uptime, have obvious productivity benefits but are not easy to evaluate in dollars. Other areas, like in-house salaries vs. the per-minute charges for outsourcing support, can be misleading at first glance. This discussion is intended to clarify some of the key cost issues associated with choosing an in-house or an outsourced/co-sourced Help Desk.

If you currently have an internally staffed Help Desk, you may have to decide whether you should take on additional head count or outsource/co-source Help Desk services. You could reach this point for a variety of reasons. These include:

  • Business and workforce growth are swamping your Help Desk
  • A member of your Help Desk support staff has left
  • You are opening a new branch in another city
  • Adoption of Work-from-Home networking has increased call volume and introduced new support issues
  • Your Help Desk staff members are needed to help with strategic IT initiatives
Any of these situations can create serious strain on your Help Desk and consequently disrupt worker productivity. If some of these events happen concurrently, your IT management group can be in a lot of hurt.

The Cost of an In-House Help Desk Employee
It's tempting but misleading to compare the base salaries of internal personnel with the hourly (or by-the-minute) charges of an external Help Desk team. Although costs for an in-house IT support person differ from state to state and city to city (e.g., Atlanta vs. San Francisco), most areas in the U.S. fall into this range:

  • Average Base Salary: $45,000-$65,000
  • Taxes, Benefits, PTO: $18,000-$26,000
  • Equipment Costs: $2,000
  • Software Licensing: $1,000-$4,000
  • Office Space, Supplies, Furnishings, Utilities: $4,000-$10,000
  • Continuing Education: $1,000
  • Total: $71,000 - $108,000
As with any salaried, full-time employee, the real annual cost of a Help Desk support person can be in excess of 50% above the base salary. These expenses do not include one-time costs for recruitment, vetting, signing bonuses, onboarding, or job training. They also do not account for the expense of hiring new employees who quickly leave.

The costs of Progent's Help Desk outsourcing or co-sourcing service should be weighed against the benefits in order to make a fair comparison between the business value of in-house vs. outsourced/co-sourced Help Desks. Issues to consider include:

  • Progent bills Help Desk clients by the minute and at a discounted rate: Typical costs to Progent clients for outsourced Level 1 Help Desk services start at around $18 per user per month. Granular billing means utilization is virtually 100%. You only pay for services delivered. Salaried in-house workers invariably encounter dead time and the meter is always running.
  • Progent offers extended hours support: Progent's standard service coverage is 14 hours per day on weekdays. 24x7 service programs are available. In-house Help Desks are usually open only during normal working hours. This can impede productivity if serious problems occur during off hours. Also, exfiltration attacks like ransomware are typically launched over weekends when IT support teams are understaffed.
  • Progent's Help Desk scales easily: Hiring new in-house staff can take weeks or months. By leveraging Progent's nationwide team of IT support experts you can right size your Help Desk capacity on demand. You don't have to worry about filling in for technicians out sick, hiring new staff to meet new demand or to replace workers who leave, or reducing your permanent in-house IT staff. You can easily adjust to business cycles associated with your industry or with the economy in general.
  • Guaranteed responsiveness: Progent offers Service Level Agreements (SLAs) to ensure that service requests are handled promptly. In-house Help Desk teams have no practical equivalent of an SLA.
  • Breadth of technical skills: Progent's IT support experts are steeped in a broad range of new and legacy technologies running in a wide variety of industries. This expertise allows Progent to save time and expense by providing fast fixes to issues that might otherwise be escalated to a higher and more costly level. In our fast-changing IT landscape, it is costly when unfamiliar technologies have to be mastered on your dime. In addition, Progent's experience makes it possible to anticipate and correct looming technical problems before they have a chance to disrupt productivity.
  • Fast access to subject matter experts (SMEs): Progent's Help Desk outsourcing services also allow fast access to Progent's team of subject matter experts to provide quick resolution of Level 2 and Level 3 technical problems that are beyond the skill set of Level 1 Help Desk technicians. Progent's ability to identify and activate the appropriate engineer for a high-level problem can minimize costly downtime.
  • Enterprise-class multi-tenant ticketing and tracking system: Progent securely shares enterprise-class service automation software that allows Progent and clients to create and track trouble tickets, assign responsibility, follow the status of issues, document activity, and generate management reports.
  • Help Desk co-management shares the work: Progent's Co-managed Help Desk service transparently shares service requests between your in-house IT staff and Progent's nationwide pool of support technicians and subject matter experts. You determine how trouble tickets are distributed, but Progent typically deals with Level 1 and Level 3 issues. The Help Desk software seamlessly handles ticket creation, escalation, tracking, and reporting. This solution allows you to provide hands-on support when you need it and also permits fast on-demand scale-up.
  • Let your in-house IT teams focus on strategic issues: Your in-house IT support team knows more about your business than any external support group. Utilizing Progent's Help Desk outsourcing services frees these valuable human assets from being consumed by Level 1 troubleshooting like recovering passwords and gives them the chance to work on marshalling technology to deliver competitive advantage.
In the end, the greatest benefit of Progent's Help Desk service is the minimization of computer downtime. Whether for one worker or an entire organization, waiting for the right IT solution is an expensive proposition.

Find Out More about Progent's Help Desk Outsourcing and Co-sourcing
To learn more about Progent's Help Desk outsourcing and co-sourcing services, visit Progent's Help Desk outsourcing and co-sourcing services. To find out how to get started with Progent's Help Desk services, call 800-993-9400 or visit Contact Progent.

An index of content::

  • 24/7/365 Boise Avaddon Ransomware Forensics Analysis Boise Eagle Boise Netwalker Ransomware Forensics Investigation
  • Virtual Call Desk Economics Help and Support
  • 24x7 Cisco Expert Edmonton, Alberta System Consultants Edmonton, Alberta IT Outsourcing Firms
  • After Hours Uberlândia Sodinokibi Crypto-Ransomware Settlement Help Immediate Uberlândia Netwalker Ransomware Negotiation Expertise
  • Alexandria Crystal City Work at Home Employees Alexandria Guidance - Help Desk Augmentation Consulting Experts Telecommuters Consultants nearby Alexandria - Call Desk Solutions Guidance Alexandria
  • Shared Service Desk Economics Support and Setup
  • Bakersfield California Offsite Workforce Guidance in Bakersfield - Collaboration Technology Guidance Work from Home Employees Consultants near me in Bakersfield - Collaboration Systems Consultants Bakersfield San Joaquin Valley
  • Baton Rouge Crypto-Ransomware Ryuk Susceptibility Evaluation Baton Rouge Crypto-Ransomware Computer-Malware Preparedness Port of Baton Rouge
  • Beverly Hills Ryuk Crypto-Ransomware Settlement Negotiation Supportn Immediate Beverly Hills Ryuk Ransomware Negotiation Guidance Beverly Hills-Century City, CA
  • BlackBerry Email Network Security Consultants Florianópolis, Estado de Santa Catarina Florianopolis, Santa Catarina BlackBerry Smartphone Consultancy Services Group
  • 24/7 Help Desk Sharing Cost Savings Technical Support
  • BlackBerry Smartphone Software Consulting Brasília, Distrito Federal BlackBerry Smartphone Phone Support Brasilia, DF
  • Brisbane 24x7x365 Brisbane Netwalker Ransomware Forensics Analysis Queensland Brisbane Ryuk Ransomware Regulatory Reporting
  • Chicago Work at Home Employees Network Security Solutions Consulting and Support Services Work from Home Employees Chicago Assistance - Security Systems Expertise Cook County Illinois
  • Contra Costa County Information Technology Management Top Ranked Lafayette Systems Support
  • Corpus Christi Crypto-Ransomware Virus Consultation Corpus Christi Ransomware Avaddon Readiness Checkup Nueces County Texas, United States
  • Shared Support Desk Economics Specialists
  • Dynamics GP (Great Plains) Detroit Premier Partner - Training Consultants Detroit, Wayne County Microsoft Dynamics GP-Software Detroit Vendor - Database Consultant Detroit, MI

  • iPhone remote access Remote Support Services
    iPhone and Cisco ASDM Support and Setup

    Progent offers affordable online consulting to assist you to design, deploy, and fix any facet of your iOS and Windows integration efforts and is available for quick jobs to help you get past occasional technical roadblocks or long-term engagements to help you finish business-critical projects on time and within budget. Progent has expertise in local, cloud-based, or hybrid networks and can help you create or support a highly available, protected and scalable infrastructure that is best suited to your computing model. Progent also offers remote or on-premises training for individuals or groups to show you how to manage and use your iOS devices in a secure, collaborative ecosystem that maximizes the business value of your information network.

  • Emergency Los Angeles Snatch Ransomware Rollback Los Angeles, USA Open Now Los Angeles Locky Crypto-Ransomware Recovery Olympic Park
  • Exchange 2016 Consolidate Bay Area, United States Exchange 2016 Small Business Specialist
  • Exchange Server 2010 System Repair Dallas Fort Worth Metroplex, U.S.A. Exchange Server 2019 Computer Network Providers Garland Centerville
  • Fedora Linux Online Support Slackware Linux Engineer
  • Gentoo Linux, Solaris, UNIX Consultants Cincinnati Ohio Cincinnati Milford 24x7 Consultants Fedora Linux, Sun Solaris, UNIX

  • Threat Management Gateway IT Services
    Threat Management Gateway 2010 Consultants

    Microsoft Forefront Threat Management Gateway builds on the powerful security capabilities of ISA Server and offers a centrally managed web gateway that acts as a one-server platform for a variety of security functions including an application and network layer firewall, URL filtering, antimalware, intrusion protection, application proxy, Virtual Private Network management, and HTTP/HTTPS inspection. Microsoft Forefront Threat Management Gateway includes comprehensive web security logging and reporting capabilities, allows customized reporting powered by SQL Server, integrates with Active Directory to streamline authentication and policy enforcement, and can be installed as a virtual server to lower costs and improve availability. Progent's Microsoft engineers can assist your company to design and carry out pilot and production deployments; interface Microsoft Forefront Threat Management Gateway 2010 with Windows Server 2008 R2, AD, Microsoft SQL Server, Microsoft Exchange Server, and Microsoft SharePoint 2010; set up Forefront TMG 2010 to run on a virtual machine with Microsoft Windows Hyper-V; and provide ongoing consulting and troubleshooting. Progent can also assist your organization to upgrade smoothly to Forefront Threat Management Gateway 2010 from ISA Server.

  • Computer Consulting Extended Call Desk Costs
  • Glendale Consultancy Services Company Largest Small Business Computer Consulting Glendale

  • On-site Support Exchange Server 2000
    Upgrade Help Exchange 2000

    Progent is one of the most expert network support companies for creating email and messaging systems based on Microsoft Exchange 2000 Server. Progent is skilled in helping small businesses get all the advantages of Microsoft Exchange 2000 for common situations such as upgrading from Microsoft Exchange 5.5 Server, moving from an ISP-based or POP3 e-mail system, and jobbing out your Exchange 2000 Server support.

  • 24/7 Professionals Virtual Support Desk Costs
  • Guarulhos Microsoft Dynamics GP (Great Plains) Training Consultants Guarulhos, Estado de São Paulo Dynamics GP-Software Premier Partner nearby Guarulhos - Upgrade Consultants Guarulhos, São Paulo
  • Extended Support Desk Cost Savings Integration Services
  • Hartford Ryuk Crypto-Ransomware Data-Recovery Hartford Connecticut Hartford Netwalker Crypto-Ransomware Data-Recovery Hartford County Connecticut

  • Sun Solaris Remote Support
    Solaris Consultancy

    If your business network mixes Solaris platforms with Microsoft Windows, Progent can show you how to incorporate your servers into a unified environment that allows all your OS platforms to coexist for easy management, seamless information exchange, high availability, superior performance, and tight protection. Progent's Solaris and Windows integration support services include network architecture integration and support, consulting for Microsoft Windows services for UNIX (SFU), remote network monitoring and administration, remote technical support and repair, on-site technical support, and Contact Center outsourcing.

  • Call Desk Sharing Costs Computer Consultants
  • Information Technology Consulting Debian Linux, Solaris, UNIX San Diego Suse Linux, Solaris, UNIX IT Services San Diego-UCSD, California, United States
  • Kansas, U.S.A. Exchange Tech Expert Exchange Configuration Kansas - Wichita, KS, Overland Park, KS, Kansas City, KS, Topeka, KS

  • ProSight Reporting Remote Infrastructure Management On-site Support
    Biggest ProSight Reporting Remote Infrastructure Management IT Services

    File summary_Reporting-for-Ticketing-and-Network-Monitoring-Apps.htm.asp does not exist

  • MCSE Consulting Jobs Available Augusta, Richmond County Subcontractor Jobs Cisco CCIE Storage Networking Network Consulting Augusta
  • Shared Computer Support Help Desk Costs Outsourcing
  • Miami Locky Crypto-Ransomware Mitigation Miami Nephilim Crypto-Ransomware Removal South Beach
  • Microsoft Dynamics GP Ontario Vendor - Migration Support San Bernardino County California Microsoft Dynamics GP-Great Plains Ontario Gold Partner - Database Consulting Ontario California
  • Microsoft SharePoint 2010 Help and Support Uniondale-Farmingdale, New York Technical Support Services Microsoft SharePoint 2013 Uniondale-Westbury , NY

  • Open Now Online Wireless Site Survey Help and Support
    Wireless LAN Site Survey Technology Consulting Services

    Progent's wireless site survey services assist you to design, install and debug a Wi-Fi network optimized for your environment, offering your business a WLAN that delivers the coverage, speed, density, security, and roaming ability your company requires.

  • Microsoft and Cisco Small Business Specialist Cisco CCIE Technology Consultants Evansville, IN

  • Biggest Cisco CUBE and ASR Routers Computer Engineer
    Cisco SIP and CUBE Network Engineer

    Progent's Cisco-certified SIP integration consultants can help organizations of any size to plan, deploy, maintain, debug and upgrade Cisco's SIP (Session Initiation Protocol) infrastructure technology and Cisco's CUBE-based SIP trunks and offer affordable remote or on-premises support to help companies to move smoothly to a modern unified communications ecosystem that offers accelerated ROI. Progent's certified Microsoft unified communications consultants can assist you to configure interfaces between Cisco's CUBE Session Border Controller and Microsoft's VoIP and IP video applications like Skype for Business and Lync for access to a SIP PSTN trunk.

  • Napa At Home Workforce Management Solutions Consultants Napa, CA, US Napa Remote Workforce Management Solutions Consulting Napa California

  • Shared Help Desk Computer Consultant
    Specialists Shared Support Desk

    Progent's Shared Help Desk service allows your IT organization to share the load for Help Desk services transparently between your in-house IT staff and Progent's roster of seasoned technical support engineers and subject matter experts. Progent's Help Desk Co-management service is an advanced support solution based on ConnectWise Manage, the top shared PSA tool for managing end-user service requests, ticketing, ownership, progress tracking, and metrics.

  • Network Security Consulting Exchange 2016 El Paso, Fort Bliss Exchange 2010 Server Designers El Paso County Texas

  • Meraki Switch Stacking IT Consultants
    24/7 Cisco Certified Expert Meraki Switch Planning Support

    Cisco's Meraki MS line of access and distribution switches are designed for sites ranging from small branches to campuses. Progent's Cisco-certified CCIE consultants offer cost-effective remote consulting to assist your company to plan and implement an efficient network solution that incorporates Meraki switches, streamline network administration with Meraki's cloud-centric management tools, define policies to maintain compliance, develop and validate a disaster recovery strategy, and troubleshoot issues related to any aspect of your Meraki deployment. Progent can also assist your company to integrate Meraki switches with Cisco's Nexus or Catalyst core switches and with Meraki wireless access points to build a unified networking infrastructure.

  • Norfolk, Hampton Roads Configure Cisco Cisco Computer Consultant Norfolk Chesapeake
  • Support Extended Call Center Economics
  • Omaha Nebraska After Hours Omaha Avaddon Ransomware Settlement Help Omaha Locky Ransomware Negotiation Support Omaha, Douglas County, United States
  • Plano Crypto-Ransomware Virus Remediation Plano - Richardson, US Plano Ransomware Virus Repair Plano Texas
  • ProSight Duo MFA Help and Support Duo Two-factor Authentication Engineer
  • Helpdesk Sharing Costs IT Consultant
  • Raleigh Durham Chapel Hill, USA Award Winning Raleigh Crypto-Ransomware Removal Experts Raleigh Nephilim Crypto-Ransomware Recovery Research Triangle North Carolina
  • SQL 2014 Computer Support Consultants Ciudad de México, Venustiano Carranza Migration Help Microsoft SQL Server 2017
  • SQL On-Call Services Virginia, USA SQL Computer Network Consulting company Virginia Beach Virginia
  • San Francisco Peninsula Palo Alto Dharma Crypto-Ransomware File-Recovery Palo Alto MongoLock Crypto-Ransomware Recovery Palo Alto California
  • Seattle Puget Sound Work from Home Employees Guidance nearby Seattle - Video Conferencing Systems Consulting Experts Offsite Workforce Seattle Guidance - Video Conferencing Technology Consulting and Support Services Seattle

  • 24/7 ProSight DPS ECHO Hybrid Cloud Backup/Recovery Consultants
    Offsite Managed Data Backup/Recovery Services Remote Technical Support

    ProSight Data Protection Services ECHO provide small and medium-sized organizations a low cost end-to-end service for secure backup/disaster recovery. Available at a low monthly rate, ProSight Data Protection Services automates and monitors your backup processes and allows rapid recovery of vital files, applications and virtual machines that have become unavailable or corrupted as a result of component failures, software bugs, disasters, human error, or malicious attacks like ransomware. ProSight Data Protection Services can help you protect, retrieve and restore files, folders, apps, system images, as well as Hyper-V and VMware images/. Important data can be backed up on the cloud, to an on-promises storage device, or to both. Progent's disaster recovery specialists can provide world-class expertise to set up ProSight DPS to be compliant with government and industry regulatory requirements such as HIPAA, FIRPA, and PCI and, when needed, can help you to restore your business-critical data.

  • Microsoft and Cisco Certified Expert Professionals Call Center Sharing Economics
  • Setup and Support Postini Consulting Postini

  • Windows Server 2012 R2 On-site Support
    Windows 2012 R2 Troubleshooting

    Progent's certified consultants can assist you to assess the benefits of Windows Server 2012 R2 for your company, create pilot systems and rollout strategies, tune your network for local, multi-location, private or public cloud-based, and partial-cloud environments, train your IT management team, develop a corporate-wide security strategy, streamline network administration, help with creating applications, and generate and test a DR/BC plan.

  • Short Term IT Staffing for Network Service Teams Belo Horizonte Top Temporary IT Staffing for Network Service Organizations Belo Horizonte
  • St. Paul Ransomware Spora Vulnerability Audit St. Paul-Woodbury St. Paul Crypto-Ransomware Conti protection and ransomware recovery St Paul-Inver Grove Heights, MN, US
  • Teleworkers Consulting - Virginia Beach - Connectivity Expertise Virginia Beach Norfolk Newport News 24x7 At Home Workers Virginia Beach Consulting Experts - Integration Solutions Guidance Virginia Beach, VA, US
  • Biggest Cisco Experts Supplemental Help Desk Cost Savings Support and Setup
  • Toronto Conti Ransomware Cleanup 24x7x365 Toronto Egregor Ransomware Mitigation

  • Network Infrastructure Monitoring Consultant
    Professionals Ransomware Recovery

    Progent's ProSight portfolio of managed IT services are intended to offer businesses who maintain small in-house network support staffs with affordable help from world-class management platforms and technical expertise. Benefits of Progent's ProSight catalog of managed services include flat-rate IT management costs, smart automation of common management processes, continual adoption of the latest information technology, graceful transition from older systems to modern solutions, improved alignment of computer technology with strategic goals, access to seasoned network consultants, and freeing up management to concentrate on business instead of ever-changing network technology.

  • Information Technology Consulting Shared Network Support Help Desk Costs
  • Windows 7 Migration Help and Support Windows 7 Upgrade Outsourcing
  • Computer Consulting Shared Call Center Economics
  • Work from Home Employees Porto Alegre Guidance - Help Desk Call Center Augmentation Consulting Largest Remote Workforce Consulting and Support Services - Porto Alegre - Help Desk Call Center Solutions Guidance Porto Alegre-Novo Hamburgo
  • scom 2016 VMware integration Network Consulting microsoft scom 2016 Onsite Technical Support

  • © 2002-2023 Progent Corporation. All rights reserved.