Feeds

UK firms avoid outsourcing tech support

Roses are red...

  • alert
  • submit to reddit

Top three mobile application threats

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

Top three mobile application threats

Whitepapers

Securing web applications made simple and scalable
In this whitepaper learn how automated security testing can provide a simple and scalable way to protect your web applications.
Combat fraud and increase customer satisfaction
Based on their experience using HP ArcSight Enterprise Security Manager for IT security operations, Finansbank moved to HP ArcSight ESM for fraud management.
The benefits of software based PBX
Why you should break free from your proprietary PBX and how to leverage your existing server hardware.
SANS - Survey on application security programs
In this whitepaper learn about the state of application security programs and practices of 488 surveyed respondents, and discover how mature and effective these programs are.
3 Big data security analytics techniques
Applying these Big Data security analytics techniques can help you make your business safer by detecting attacks early, before significant damage is done.