Help desk market hits $13.3 billion

The last year has seen significant rewards for service providers offering technical and help desk services. According to IDC figures, the market accrued a massive $13.3 billion in the last four quarters.

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By  Zoe Moleshead Published  January 14, 2002

The last year has seen significant rewards for service providers offering technical and help desk services. According to IDC figures, the market accrued a massive $13.3 billion in the last four quarters.

The US accounted for the majority of the technical and helpdesk services, Western Europe’s market continued to grow steadily. Together the two accounted for 83% of the worldwide market.

“Increased knowledge and utilisation of e-support, and demand for dynamic feedback on support services, are some of the key trends shaping the technical support and help desk services market,” said Leslie Rempel, senior analyst, software support & integration services, IDC. “Increased demand for non-traditional device support and new market opportunities with specific vertical industry focus are also key factors fuelling the growth in this combined market.”

IDC is predicting moderate growth over the next five years and anticipates the market will reach $28.4 billion by 2006. Companies aiming to cut costs and increase flexibility and efficiency are fuelling the market.

“As the proliferation and complexity of devices expands, so does the opportunity for both technical support and help desk outsourcing,” addedd Brian Bingham, senior analyst with IDC’s e-customer care services. “Developing skills needed to support a growing array of devices beyond PCs, workstations, and software and moving beyond Level 1 support to provide a more in-depth and comprehensive support solution, are among the many opportunities available to service providers.”

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