in-house vs outsourced it support?

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In a 2019 survey by YouGov, IT Support was the most popular outsourced service used by UK businesses. Companies choose to outsource for a various number of reasons but usually outsourcing is chosen for cost reasons or to help manage workloads within a company.

There are many factors to consider when deciding whether to outsource or create an in-house team. Below we’ve outlined both pros and cons for In-house and outsourcing IT Support, so you can make the most informed decision of what will work best within your organisation.

In-House IT Support

In-House, as it describes is when you have an individual or team employed for IT support, inside your business premises. This would be considered the primary or full-time place of employment for the individual.


  • In-depth knowledge of organisation and it’s systems
  • Easy access for on-hand support or emergency's
  • Physically will be able to see the equipment/issues


  • IT Support salary will be more expensive than paying outsourcing fees.
  • Dependent on the size of the company, a team may be required to maintain the demand of IT support services. The workload could be overwhelming for a small team.
  • In-house support may not have the expertise required.
  • IT Support will usually only cover 9am – 5pm, meaning no support on weekends or evenings

Outsourced IT Support

Outsourcing is when external bodies are used to resolve the issues within an organisation. They will not be employed by the organisation but may have a contract with the organisation.


  • Outsourcing can be more cost-effective than paying in-house IT Support salaries
  • Most outsourced IT Services provide 24-hour support to their clients
  • Outsourcing can free up internal resources within the company
  • Outsourcing means you’ll have access to a team of experts with expertise across a wide range of disciplines.


  • Additional Costs. Some IT Agencies may charge additional for callouts, emergency support etc. Make sure your aware up front what your costs will be.
  • Access to systems. For larger organisations it may be difficult to gain approval for a 3rd Party Organisation to have access to the system.
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