The Importance of 24/7 IT Support: Worth the Hype for a Company? 12 May 2023

24 7 IT support

The backbone of every firm is its IT support. Over time, there has been a noticeable rise in demand for IT assistance. Although there is a daily pattern for IT experts in the corporate world of today, it is not set in stone that the IT support staff will quickly give their assistance just within the stipulated work hours. Among them, several organizations and enterprises are required to provide their customers and partners with 24/7 IT support. Such businesses are aware of the value and necessity of round-the-clock IT assistance.

The adage “With great power comes great responsibility” is well known. Similarly, a company planning to provide round-the-clock IT technical support is undoubtedly aware of its benefits and how enforcing it would help them achieve customer satisfaction. Problems like system crashes, network issues, server crashes, and so forth are unavoidable and might happen at any time. Even though your company has an internal IT staff, the IT specialists won’t be flexible enough to work in the early morning if it doesn’t fit within their normal working hours. Therefore, hiring an IT service provider who operates for you around the clock will undoubtedly accomplish their function and yet be affordable.

IT is now tightly intertwined with every facet of corporate operations. Additionally, following typical office hours is obsolete due to the culture of remote working. Remote technical support is a great way to combine your tech and people skills and ensure a flexible, work-from-home schedule. IT problems and system downtime can reduce employee productivity and make it more difficult for them to perform their duties. It may also have a detrimental effect on client satisfaction.

In these circumstances, alternatives like outsourcing the IT help desk might provide your staff with the necessary technical assistance and address client problems. The importance of outsourcing solutions and 24*7 IT support will be further discussed in the blog.

Why is constant IT support necessary?

Every company is moving toward digitalization. It has become the new standard and is spreading quickly. Whatever the technology, we always encounter unanticipated problems brought on by hardware failure, network connectivity problems, or malfunctioning systems. Only when a company faces such problems on its own do we start looking for service providers who can offer round-the-clock IT help?

Cyberattacks and cybercrimes pose a threat to all small and medium-sized businesses. Consider a server problem in such situations, which first requires extra downtime to fix but ultimately puts your company in danger and harms its brand. Strategically, having 24/7 IT support helps your firm function smoothly and allows you to concentrate on your main business.

A dedicated IT specialist will always be on hand to aid your customers—or partners, for that matter—and to provide dependable service. Offering a round-the-clock IT support service results in satisfied customers and word-of-mouth recommendations.

What are the privileges under 24/7 IT support?

The following is accomplished by a 24/7 IT support service:

  • Quick access to technical assistance

Customers, partners, or users may simply get in touch with the specialized IT specialist by phone, email, web chat, etc. when they require IT help at any time, any place, or in any location. The IT specialist would often respond in less than a minute.

  • No loss of clients

Customers often dislike waiting and demand a quick answer. Every client would receive sufficient guidance and clarity in resolving their concerns if a 24/7 IT support crew was available to provide their help.

  • Best-in-class customer satisfaction

Provide your clients with IT help when they most need it. When a consumer is pleased with the IT help they receive, they tend to stay loyal and wouldn’t want to transfer suppliers.

  • A cost-effective approach

There is no denying that your IT expenses will be lower. When you hire a 24/7 IT support company, you just pay for the services you choose. There won’t be any unstated fees. Moreover, consistent proactive upkeep and assistance from the service provider

  • Constant IT support

Each client would have access to a support desk portal and ticketing system. These enable customers to get in touch and fix their problems. The incoming requests will always be watched over by a specialized IT support staff, who will address the problems right away. The standout feature of 24/7 IT support services is an immediate response.

  • Minimized downtime

Any organization must have a reliable IT infrastructure. Construction is like a domino effect. The effects would be even harsher if your infrastructure were to be damaged. Your IT infrastructure will be designed by a 24/7 IT service provider to maximize staff productivity while reducing IT downtime.

  • Various forms of communication

The primary goal of offering round-the-clock IT help is to give clients and partners a simple means of getting in touch with the IT support staff to report ongoing problems and troubleshoot them. Different channels of communication, such as the phone, email, web chat, and a ticketing portal, should be available.

  • Adaptability

If your clients are located all over the world and you serve them according to different time zones, having 24/7 IT assistance is essential. Customers depend on you to provide a perfect level of service; therefore, you must do all it takes to satisfy them. It serves its purpose to have an IT service provider that offers round-the-clock IT help. A 24/7 IT support service is quite valuable.

What justifies a company’s requirement for round-the-clock IT support?

Every firm aspires to diversify its consumer base internationally in today’s competitive business climate. As a result, business owners must offer IT support to clients who are dispersed around the globe. One of the main justifications for the necessity of 24-hour IT assistance is To be able to specify the issue’s resolution time, priority, and quality, the support staff should be able to uphold SLAs. The professionals on the round-the-clock IT support staff are ready to help when needed. These customer service teams are available on holidays and wouldn’t abandon your consumers. They provide stability and are the best at reducing repeated problems.

As a result, there are several causes for the rising need for IT assistance. They can respond quickly to your clients and consumers and precisely fix any IT problems. An affordable method of keeping consumers happy and loyal would be to have an IT service provider.

Businesses require round-the-clock IT help for the following main reasons:

  • Technology is always on.

If your systems go down, you run the danger of losing your consumers since they expect your firm to be open around the clock. With round-the-clock IT help, you can be confident that any problems will be resolved, even in the wee hours.

  • Technology is erratic.

No matter how carefully you prepare, there will inevitably be unanticipated technological problems. The ability to immediately fix these problems before they have a chance to affect your company’s operations is made possible by the availability of a team of IT specialists around the clock.

  • Downtime is expensive.

Every minute that your systems are offline results in lost productivity and revenue opportunities. For instance, if a business has canceled meetings because its computer system is down, the missed income will probably cost them money.

Additionally, dealing with more customer complaints or lower customer satisfaction rates as a result of outages would cost the company money in the long run. You can reduce downtime and resume operations as quickly as feasible with 24/7 IT help.

  • Calmness of mind

You can concentrate on operating your business knowing that someone is taking care of your IT needs thanks to 24/7 IT assistance. By doing this, you may expand your business and better serve your consumers without worrying about technological problems.

Defective IT support client relationships:

Computer systems are crucial to the efficient operation and fulfillment of client demands in many enterprises. When those systems begin to experience sporadic problems or complete shutdowns as a result of inadequate IT assistance, customers become irate and irritated. Relationships with important clients or even whole populations may suffer as a result, and they may start to criticize your company’s tactics. The bottom line is that inadequate IT assistance can have major financial and public relations repercussions.

Security risks might result from inadequate IT support.

Modern enterprises must prioritize security. Businesses without updated security systems may find it difficult to secure their data and intellectual property against cyberattacks, which are on the rise. Additionally, it might result in weaknesses that hackers can exploit if your IT system is unable to keep up with the needs of modern companies.

Employee frustration and turnover may be caused by a lack of IT support.

Employees that rely on computer systems for their jobs are likely to exist in your company unless it is entirely free of them. Employees might easily feel dissatisfied when those systems are delayed or unreliable and turn to alternative methods (like working from home) to complete the necessary tasks.

Additionally, when staff members frequently suffer outages or failures, they can feel compelled to look for employment in a more reliable setting.

The bottom line is that inadequate IT assistance may cause significant levels of employee resentment and attrition.

What are the advantages of hiring 24/7 IT help and outsourcing?

An outsourced 24/7 IT support firm provides you round-the-clock access to a team of expert IT engineers and ‘techies’ who can assist you in solving your problem swiftly and with the least amount of stress possible. There are several advantages to hiring external 24/7 IT assistance, in addition to boosting your trust in your IT systems and easing your technical concerns.

  • Reduced IT employment expenses while retaining access to highly skilled engineers and “techies” that are fully competent
  • Don’t let IT concerns divert your attention from running and expanding your organization.
  • Utilize your IT systems wisely and resolve IT issues as soon as they arise to enhance your customer service.
  • Increase your IT support team’s capabilities while maintaining control.
  • Scalable IT systems, along with knowledgeable support and advice from your provider, will help you grow your organization.
  • No matter how big your organization is, have a single point of contact for all of your IT needs so that there is no confusion about who to contact.

Outsourcing your 24-hour IT support has secret perks.

But the advantages go beyond those that are immediately apparent. Your internal IT staff will move more quickly and have more access to professionals if you outsource your round-the-clock IT support services.

  • Increase employee satisfaction.

Employees who outsource have access to 24-hour IT help and are relieved of the need to be present at all times. And that is significant. At present, finding trustworthy staff is challenging. Many people are leaving their current positions in search of better ones.

You can ensure a great employee experience by offering comprehensive IT support. In the end, this will result in your staff members remaining longer. Training an employee might cost up to three times as much as keeping them on staff. Nobody likes to lose a worker and then have to hire and train a replacement.

  • IT provides you with expertise.

It gives your company access to subject matter specialists who are knowledgeable about the most recent technology. Most likely, not all of your IT needs can be met by hiring a specialist. Why would you want to do that? However, an MSP already has access to specialists in almost every area of IT. They may provide your business with the knowledge it needs at a tiny fraction of the cost, from networking specialists to SaaS solution management.

  • It gives you additional agility.

Finally, outsourcing your round-the-clock support services offers you the flexibility you need to react swiftly and effectively to a market that is always evolving. Companies must be able to respond quickly to the continually accelerating rate of technological development or risk falling behind. You’re better able to make wise judgments and keep your agility in the face of change if you have access to knowledge across several platforms.

Additionally, you have the resources to scale up or even down quickly if necessary. Your MSP can help you with whatever adjustments your business has to make to fit into the new market. The bottom line is that it makes more sense to outsource your 24/7 support services rather than having to manage your 24-hour IT assistance.

  • IT accelerates your internal IT team.

Access to round-the-clock IT support services promotes the growth of your internal IT staff. They can delegate some of the menial jobs so they can concentrate their efforts on bigger initiatives and projects.
Do you have any unfinished IT tasks that you would like to finish? You can perform the work with the aid of 24-hour support services. Additionally, it implies that your internal IT team will be more valuable to you than they otherwise would have been if they were spending all of their time putting out fires.

  • No matter how big or small, all sorts of organizations may benefit from 24/7 IT help.

Even smaller businesses, such as those with just 50 employees, need to have some IT support arrangements in place to handle those urgent problems that happen after hours, an employee’s annual leave, or health issues. 24/7 IT support is not just for large organizations with thousands of employees. Additionally, 24/7 IT support doesn’t have to be expensive; you can select a solution that fits your budget, from complete round-the-clock monitoring to having someone you can contact when an issue arises.

The cost will vary depending on the service category you’re outsourcing, but it’s also crucial to review the service level agreements with your supplier. Take the time to locate the ideal IT support partner for your company since trust is a key consideration when outsourcing your IT assistance.

How can I locate a 24/7 IT support provider?

It’s critical to have an IT support company that is accessible around the clock when you require their services. Sometimes you just don’t have the patience to wait for your typical support window to open before getting assistance. Are you looking for a company that provides IT help around the clock? To discover the perfect match for your needs, consider the following suggestions:

  • Conduct research:

Before deciding on an IT service provider, always conduct research. Get a solid understanding of what they can provide by asking around, reading reviews, and looking at their ratings.

  • Take into account the degree of support:

Take into account the level of support when choosing an IT service provider. While some service providers might give help around the clock, others might not. Ask about it before you sign up, please.

  • Look for companies with a solid reputation.

Third, search for companies with a solid reputation. Knowing that they have been in the industry for a long time and are likely to offer superior service will give you peace of mind.


Today, IT permeates every part of operating a firm. However, if you don’t have a capable 24/7 IT support team on your side, you can encounter problems like system downtime, decreased productivity, potential security breaches, and significant IT problems.

A round-the-clock support staff is essential because they answer employee and customer requests, maintain the functionality of tools and systems, and enhance the user experience. For all-around availability, you can collaborate with an MSP and investigate outsourced support desk services.



Peter Paul

Technology Consultant

About the Author:

Peter has over 20+ years of experience in managing and delivering enterprise applications and IT infrastructure. He served several IT companies in the US and Canada before joining Velan. He is instrumental in deploying, managing and delivering latest technologies at Velan. He can be reached at


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