Both Onsite IT support and Remote IT support has their own set of advantages and disadvantages. Remote IT support often comes as cost effective with lower rates and wages. It is operational 24*7 and give access to a rich pool of talents. Also work day can be augmented to get more productivity. However, on the flip side, there can be language barriers and communication problems, more costs of management and different zones of time which can trouble the management more.
An On-site IT support environment creates an environment where team members can closely work, management costs can be lowered, communication can be easily maintained and physical travelling is possible. However adversely, it can cause budget strains, pose difficulty in finding the correct talent type and lower the certification levels.
Onsite IT support can be best suited if the IT skills represent as core competencies and the organization cannot do without them. The non-core ones can be outsourced. In terms of costs, remote IT support can be considered it the agencies can help in reducing the overall costs or if the company is deficit of the budget to have a full time hiring. On-site IT support can be considered if there are issues of overhead of management and scope creep. In terms of role complexity, remote IT support can be an option if the role does not align with the skill set of the team. Onsite IT support should be considered in case the company hires for a role which can be comprehended by the team and the company is also keen in building a diversity of complex IT skill sets.