Feeds

UK firms avoid outsourcing tech support

Roses are red...

  • alert
  • submit to reddit

Security for virtualized datacentres

Shunting tech support to foreign countries is unpopular and a waste of time, according to new research.

Even though there is a "worrying" shortage of skilled IT staff in the UK, nine out of ten UK organisations are actively trying to keep their IT support in-house.

Of the 200 public and private sector organisations quizzed as part of the research by UK software house Touchpaper, fewer than three in ten outsource any part of their IT support service.

Just three per cent of companies would be prepared to shunt their IT support overseas even though it can often work out much cheaper.

Owen Williams, IT Director of global estate agents Knight Frank, is one of those who does not believe offshoring is the answer.

"Although I understand you can employ qualified graduates in some countries cost effectively compared to the UK, that's not much use if they hit a language barrier with the people they are trying to support.

"Help desk calls are invariably a distress activity and having any additional hurdles is a sure-fire way of adding to an already frustrating situation for the user. It's not something we would choose to do. The people using our help desk want to deliver excellent service to their clients and therefore expect the same quality from us," he said.

In December research from Frost and Sullivan found that the trend to offshore IT jobs would continue and that most companies were content with the service they received.

Indeed, it appears that the UK has benefited from the offshoring trend, according to the Advance Institute of Management. It found that despite the regular reports of jobs going overseas, even more jobs have been created in the country as other nations offshore work here. ®

Related stories

Offshoring inevitable, so get over it
Offshoring benefits UK job market
European workers say outsourcing is good ...
IBM shunts NTL tech support jobs to India
IBM exports Liverpool jobs to India
Tesco offshores 400 IT jobs to India

Secure remote control for conventional and virtual desktops

More from The Register

next story
Phones 4u slips into administration after EE cuts ties with Brit mobe retailer
More than 5,500 jobs could be axed if rescue mission fails
Apple CEO Tim Cook: TV is TERRIBLE and stuck in the 1970s
The iKing thinks telly is far too fiddly and ugly – basically, iTunes
Huawei ditches new Windows Phone mobe plans, blames poor sales
Giganto mobe firm slams door shut on Microsoft. OH DEAR
Phones 4u website DIES as wounded mobe retailer struggles to stay above water
Founder blames 'ruthless network partners' for implosion
Apple Pay is a tidy payday for Apple with 0.15% cut, sources say
Cupertino slurps 15 cents from every $100 purchase
Forget silly privacy worries - help biometrics firms make MILLIONS
Beancounter reckons dabs-scanning tech is the next big moneypit
Microsoft's Office Delve wants work to be more like being on Facebook
Office Graph, social features for Office 365 going public
prev story

Whitepapers

Secure remote control for conventional and virtual desktops
Balancing user privacy and privileged access, in accordance with compliance frameworks and legislation. Evaluating any potential remote control choice.
Saudi Petroleum chooses Tegile storage solution
A storage solution that addresses company growth and performance for business-critical applications of caseware archive and search along with other key operational systems.
High Performance for All
While HPC is not new, it has traditionally been seen as a specialist area – is it now geared up to meet more mainstream requirements?
Security for virtualized datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.
Providing a secure and efficient Helpdesk
A single remote control platform for user support is be key to providing an efficient helpdesk. Retain full control over the way in which screen and keystroke data is transmitted.