Does my company really need helpdesk IT support?


Photo by Michael Coté Used with permission under CC license

Have you ever asked if your company should have helpdesk IT support? Chances are that if you are asking the question then the answer is probably “yes”. The reason is that clearly support issues have become prevalent enough to make you aware of them and have become a headache but let’s take an objective look at the question.

For any business investment or expense, the decision criteria for spending is basically the same; if purchasing the item or service will yield a greater return in revenue then the expense, the purchase makes sense.  If it costs more to fix a problem than the cost of the problem, then live with the problem.  This philosophy holds for IT support services; such as help desk or support desk as well.  Therefore, let us first figure out the cost of the problem.

With any IT support issue there are 4 different costs associated with the problem.

First there is the loss of efficiency , i.e. how much excess time is a process taking because of an inefficient IT infrastructure.   Is your staff waiting for applications to load or web pages to display?  How often are employees having to reboot their computers?  How frequently do workstations freeze up or lock up?  Take the total amount of time spent waiting and multiply by the average cost per employee.  To be the most accurate you should use the full burden rate, including payroll taxes, benefits that accrue such as sick days, vacation time or paid time off.  This is the loss of efficiency.

The second and third costs to you is the loss of revenue and the subsequent profits .  If the staff members affected by the network issues are producers like sales, customer service, dispatch, etc., i.e. anyone that, if not working, prevents the company from generating revenue, then the time lost from failed IT services is actually costing you revenue.  More importantly, it is costing you the gross profits that would be associated with the revenue.  This is the opportunity costs.

Finally, there is the loss of productivity.   Who handles the problems?  In many companies, there is usually someone who is more technical that deals with these issues.  I am not talking about an in-house IT person but the person in each office that knows their way around computers but who’s job may be something completely different.  In small companies, this is frequently a manager but it could be anyone.  Since they tend to be technologically savvy they have fewer issues than most, however, they are always tasked with fixing other people’s issues.  Since they weren’t hired to deal with IT issues, when they are, you are also subject to the loss of their production as well as an increase in their inefficiency.

Let’s put some numbers to this:

  • If an employee loses 1 hour a week (that is only a 2.5% loss of efficiency on a 40-hour work week) and their hourly rate is only $20/hour, with a burden rate of 15% the loss of efficiency is $20/hour x 1.15% x 1 hour = $23. 
  • The loss of Gross Profit is $100,000 x 50%/52 weeks/40 hours = $24.04 lost. 
  • Total lost = $47.04/hour or $195.99 per month or $2,351 per year.
  • Multiply this by the total number of employees effected and you have the cost to you.

If the cost of fixing your problem is greater than the cost of the problem, don’t do it.   If, as it is for most companies, you are losing more money than you would spend, the only question is whether you should have in-house support or hire a company.  We will visit this issue next week.

June 17, 2025
Meeting IT security compliance standards is crucial for businesses that handle sensitive data, particularly in industries such as healthcare, finance, defense, and e-commerce. Regulatory frameworks such as HIPAA, CMMC, PCI-DSS, and GDPR exist to help ensure businesses protect customer information and maintain robust cybersecurity practices. Unfortunately, many organizations fall short of these requirements, often due to common, avoidable mistakes. These gaps can result in costly fines, data breaches, and reputational damage, which can significantly impact the business's bottom line and customer trust. 1. Failing to Conduct Regular Risk Assessments The Pitfall: Many businesses overlook the importance of conducting routine risk assessments. Without these, it’s challenging to identify vulnerabilities or evaluate whether your current cybersecurity controls meet compliance standards. How to Avoid It: Implement a regular risk assessment schedule. Work with a qualified IT provider to evaluate your systems, identify weaknesses, and document remediation plans. These assessments should be performed at least annually, or whenever significant changes to the system occur. 2. Inadequate Employee Training The Pitfall: Your employees are your first line of defense—and often your most significant vulnerability. A common compliance issue arises when businesses fail to train staff on cybersecurity best practices or on handling sensitive data appropriately. How to Avoid It: Invest in ongoing cybersecurity awareness training. Ensure employees understand how to recognize phishing emails, create strong passwords, and report any suspicious activity. Training should be updated regularly to reflect current threats and compliance requirements. 3. Improper Data Handling and Storage The Pitfall: Storing sensitive data in unsecured locations, failing to encrypt information, or retaining data longer than necessary are significant compliance risks. These practices are often flagged during audits. How to Avoid It: Adopt data classification policies that define how different types of data should be handled; encrypt sensitive data both at rest and in transit. Establish clear data retention policies and ensure that obsolete data is disposed of securely. 4. Lack of Incident Response Planning The Pitfall: When a security incident occurs, time is of the essence. Many businesses lack a documented incident response plan, or their existing plan hasn’t been thoroughly tested. This can lead to delayed responses, increased damage, and regulatory penalties. How to Avoid It: Develop a formal incident response plan that includes roles, responsibilities, communication protocols, and steps for containment and recovery. Run simulated breach scenarios with your IT team to ensure everyone knows how to respond effectively. 5. Using Outdated Software or Systems The Pitfall: Running outdated operating systems, software, or firmware is a common issue that can lead to compliance failures. Unsupported technologies are more vulnerable to exploitation. How to Avoid It: Keep all systems and applications up to date with the latest patches. Use automated tools to track software versions and receive alerts about end-of-life technologies. Schedule regular maintenance windows to apply updates and upgrades. 6. Insufficient Access Controls The Pitfall: Allowing too many employees access to sensitive data—or failing to revoke access when it’s no longer needed—can lead to data breaches and non-compliance. How to Avoid It: Implement role-based access controls and follow the principle of least privilege. This principle means that each user should have the minimum level of access necessary to perform their job. Regularly audit user accounts and permissions to ensure access is current and appropriate. Use multi-factor authentication (MFA) to add an additional layer of protection. 7. Neglecting Third-Party Vendor Risks The Pitfall: Businesses often overlook the fact that their compliance responsibilities extend to third-party vendors. If a vendor mishandles your data, you could still be held accountable. How to Avoid It: Vet third-party vendors carefully. Ensure they meet the same compliance standards as your business and include security requirements in your contracts. Conduct periodic audits or request compliance certifications from your vendors. 8. Failing to Document Policies and Procedures The Pitfall: Even if your security practices are strong, failing to document your compliance policies can result in audit failures. Regulators want to see evidence that you have formal processes in place. How to Avoid It: Create and maintain clear documentation for all compliance-related policies, including data protection, access control, incident response, and employee training. Make these documents easily accessible for audits and regularly review them to ensure updates are current. Conclusion Compliance with IT security standards is not a one-time project—it requires ongoing attention, regular updates, and a proactive approach to maintain effectiveness. By understanding and addressing these common pitfalls, your business can stay ahead of regulatory requirements, strengthen its security posture, and reduce the risk of costly incidents. This ongoing attention is crucial to maintaining your business's security and audit readiness. If you’re unsure whether your business is meeting current IT compliance standards, professional support can help. Contact SDTEK today to schedule a compliance assessment and learn how our IT services can keep your business secure and audit-ready. With our support, you can navigate the complex landscape of IT security compliance with confidence.
April 9, 2025
In today’s digital-first world, cybersecurity isn’t just a luxury—it’s a necessity. Whether you run a small startup or a growing enterprise in Fort Wayne , protecting your business’s data, systems, and clients is essential for long-term success. From ransomware attacks to phishing scams, cyber threats are evolving every day, and the best way to stay ahead of them is by partnering with a reliable IT services provider that understands the unique needs of local businesses. Here’s why investing in professional business IT support is one of the smartest decisions Fort Wayne businesses can make—and how working with SDTEK helps protect your operations, your data, and your reputation.