When a company grows, technical support inevitably becomes a challenge. Teams start calling the "most technical" person to solve problems, that person loses productive time, and issues pile up without a clear care process.
The time comes to formalize support: with internal staff or an external provider?
Internal Helpdesk: Full Control, Fixed Cost
Hiring one or more support technicians on payroll offers clear advantages when the company reaches a certain size.
Advantages: - Deep knowledge of the business and its specific systems - Immediate availability and physical presence - Shorter response times for urgent problems - Alignment with company culture and priorities - Building institutional knowledge over time
Disadvantages: - Fixed monthly cost regardless of incident volume - Limited coverage (vacations, absences, office hours) - Requires continuous training investment - For highly specialized problems, may lack the needed expertise
IT Outsourcing: Flexibility and Specialized Expertise
Contracting an external technical support provider offers access to a complete team at a fraction of the cost of having them on payroll.
Advantages: - Predictable cost per user or per incident (no additional labor costs) - Extended coverage: 24/7 if the contract includes it - Access to specialists in different areas without hiring each one - Scalability: if the company grows or shrinks, the service adjusts
Disadvantages: - Less specific business knowledge (at the start) - Dependency on a third party for critical problems - Response time may be longer for emergencies depending on the SLA
Our Recommendation
For companies under 50 employees, outsourcing is generally more efficient. Between 50 and 200 employees, the hybrid model is usually the optimal balance point. Above 200 employees with multiple locations, a robust internal team complemented by specialized outsourcing is most effective.
At Datandina we offer scalable Helpdesk services for Colombian companies, with clear SLAs and certified staff. Contact us for a tailored proposal.