Outsource IT service management support specialists to the Philippines


What is an IT service management support specialists?

IT service management support (ITSM) is focused on managing the end-to-end delivery of IT to customers, clients or end-users. Anything to do with creating, delivering, supporting or designing IT support functions and services is done at the ITSM level by an IT service management support specialist. They are the umbrella of the IT department and oversee all IT service functions, including service desk and help desk.

IT service management support specialists manage the following:

  • Service request management
  • Knowledge management
  • IT asset management
  • Incident management
  • Problem management
  • Change management.

It may sound strange to think that asset, problem and change management fall into the scope of ITSM, but remember, they are responsible for delivering IT support across an organisation. So they require access and control over all functions related to providing this support efficiently.

These technical tasks are particularly well-suited to being outsourced as they are repetitive and rules-based, requiring a high level of attention to detail. Organisations free up their local tech teams time by sending specialist IT tasks to outsourced IT service management support specialists. This allows your onshore team to focus on nurturing client relationships and performing revenue generating work.


What key skills and qualifications make a great IT service management support specialists?

IT service management support specialists spend a lot of time delivering IT programs, understanding client needs assessments and figuring out the root cause of larger, organisational IT issues. They are quite knowledgeable when it comes to computer systems and software applications and merge such skills with their stakeholder management and influencing or negotiation skills. An essential skill of being a successful IT service management support specialist is being able to translate the technical jargon into plain English so that clients or key stakeholders can understand.

Outsourcing services recruit ITSM support specialists the same way an internal, talent acquisition team would. Essentially, they ask the same questions to understand whether these offshore candidates would be able to provide the level of quality required by Australian organisations:

  • What experience and knowledge do you have troubleshooting software applications and computer systems?
  • What are your problem-solving and technical literacy skills like?
  • How do you ensure excellent communication when speaking to stakeholders, both internal or external, who are not familiar with technology?
  • What project management and process improvement techniques do you use to identify consumer technical issues and provide solutions?
  • Provide an example of how you showcased a high level of accuracy and attention to detail.
  • What software, hardware and computer systems are you familiar with?

In terms of qualifications, a higher education degree or certificate in computer science, computing or engineering is desirable. ITSM support specialists need to be fluent in technical programs and codes as they live in a systems driven world. Outsourcing companies can help you find the right candidate to meet your organisation's tech support requirements by hiring these specialists who understand how to “speak computer” while maintaining excellent customer service skills.

Benefits of outsourcing IT service management support specialists services

Organisations are able to appreciate the added benefits that come from offshoring ITSM support specialist duties to the Philippines, including:

  • Increased employee satisfaction

    Give your local team peace of mind by relieving them of any unnecessary tasks and sharing the workload with an offshore team or team member. This will help increase employee satisfaction within your business. With your ITSM support specialist team able to focus on what they were hired to do, you can expect to see a positive change in your working atmosphere.

  • Cost savings

    Hiring local staff can prove very costly to an organisation. Hiring an offshore team member that can assist your local team with routine ITSM support specialist tasks for a fraction of the price will help you control costs in your organisation, saving up to 70% when compared to hiring locally.

  • Business growth

    Hiring a full time offshore ITSM support specialist can help increase profits and supercharge your business growth. By adding extra capability through an offshore team, your local employees will have additional capacity to take on more work and grow your business sustainably.

  • Efficiency increase

    Sending daily, time consuming, repeatable ITSM support specialist tasks offshore will allow your local team to take on more work. By sharing the workload between your onshore and offshore team, you will notice a drastic increase in efficiency and productivity within your organisation.

What are the costs associated with hiring an offshore IT service management support specialists?

Outsourcing your ITSM support services to the Philippines can represent significant cost savings of up to 70%. At Beepo, we offer a simple monthly fee to help you reduce your overheads and focus on growing your business. This monthly fee covers everything: including infrastructure, security, recruitment and training, management and staff benefits.

For more detailed information on costs, please arrange a business consultation so we can tailor a solution to your business needs.

The Beepo advantage

Beepo is an outsourcing company based in Australia that offers businesses a distinct competitive edge with offshore staffing solutions. We take the time to understand the hardships our clients face when it comes to recruiting hard working, dedicated staff. The Philippines is renowned for its tech talent and customer service skills. This makes us adept at finding and recruiting the best of the best IT service management support specialists for organisations.

Additional IT support roles and services your business can outsource to the Philippines

So, you've decided to send your outsource ITSM support specialists tasks to the Philippines to take advantage of the benefits of outsourcing. Why not consider embracing offshoring solutions for your other IT support services as well? Take a look at the below list of roles and services that are well-suited to offshoring:

Interested in learning more about the outsourced solution we can provide for your business?