Tech support a $23.3 bln industry by 2009

Worldwide demand for third-party technical support and help desk services will continue to grow apace over the next five years, creating a $23.3 bln market by 2009. Although much of the demand for outsourced technical support and help desk services come from the Americas, particularly the United States, other regions of the world will continue to present attractive opportunities for firms possessing the capabilities and resources to help clients with their technical support and help desk needs.

By 2009, IDC expects the worldwide demand for third-party technical support and help desk services to be $23.3 bln, showing a CAGR of 9.0% over the forecast period of 2004-2009. Recovery in traditional vertical markets is projected to be slow, however newer vertical opportunities are expected to develop for both established and niche players. While software, the smaller segment of technical support market, is expected to increase only moderately, 5.1% CAGR by 2009, the hardware segment is expected to see a robust expansion, reaching a total spending of $10 bln by 2009.