7 Roles of Support Service Workers in Business Operations

Support service workers play an essential role in ensuring the smooth operation of a company. As part of the outsourcing system, these workers are responsible for handling non-core activities so that the business can run efficiently and focus on its main functions.

So, what are the roles of support service workers in boosting business effectiveness? Let’s find out below.

What Are Support Service Workers and Their Scope?

According to the Regulation of the Minister of Manpower of the Republic of Indonesia Number 19 of 2012, support service workers are employees who perform supporting activities outside the main activities of the employer.

Their role is to assist operational processes — not as part of the core business — but they are crucial to maintaining the company’s daily operations. 

In practice, support service workers typically cover the following areas:

• Security services

• Cleaning services

• Administration and secretarial support

• Logistics and warehousing

• Technical and building maintenance

Read Also: 3 Outsourcing Work Systems and How to Manage Them

The Role of Support Service Workers in Business Effectiveness?

The presence of support service workers not only facilitates operational continuity but also enhances efficiency and flexibility in human resource management. Here are their main roles:

1. Cost Efficiency in Recruitment and Training

By employing workers from outsourcing companies, the recruitment, training, and employee administration processes are handled directly by the service provider.

This reduces internal costs while ensuring that the workers provided are already competent and suited to company needs.

2. More Flexible and Adaptive HR Management

Support service workers enable companies to adjust their workforce according to operational demands—such as during peak seasons or specific projects. This flexibility makes HR management more efficient and responsive to business changes.

3. Increased Productivity and Focus on Core Activities

By delegating non-core tasks to support workers, companies can focus their resources on strategic activities that generate core business value. As a result, productivity rises and business goals are achieved faster.

4. Compliance with Labor Regulations Through Official Partners

Partnering with a licensed outsourcing company ensures compliance with labor laws. All administrative aspects, contracts, and worker protections are managed according to regulations, maintaining a safe and legal employment relationship.

5. Consistent Quality and Work Standards

Professional outsourcing providers typically have SOPs, regular training, and measurable performance evaluation systems.

This ensures that all workers maintain consistent competency and work ethics, resulting in uniform service quality across the company’s operations.

6. Enhanced Professionalism and Corporate Image

Trained, certified, and experienced workers create a well-organized, neat, and efficient work environment.

Their professionalism reflects the company’s high standards in the eyes of clients and business partners. 

7. Long-Term Efficiency Support

With measurable work systems and transparent reporting, companies can continuously analyze the performance of support service workers.

These evaluations form the basis for process improvement and more efficient resource allocation.

Read Also: 7 Benefits of Outsourcing for Businesses

Types of Support Service Workers?

In the outsourcing system, support service workers cover various non-core business activities. Here are some of the most common types used by companies:

1. Security Service

Support services in the security field provide professional security guards who have undergone official training and certification in accordance with security service regulations.

These security personnel ensure the safety and order of offices, factories, and public facilities while strengthening the company’s professional image.

2. Cleaning and Pest Control

This category includes cleaning service and pest control personnel who maintain workplace cleanliness and hygiene.

Through outsourcing, cleaning staff receive regular training, follow safety standards, and work according to the company’s operational schedule and needs.

3. Parking Management Systems and Services

Support service providers also play a role in parking management—especially in offices, hospitals, and shopping centers. These services involve trained parking attendants, automated control systems, and efficient, secure transaction management.

4. Operational and Customer Support Services

This category includes roles such as call center agents, helpers, and customer service staff who ensure smooth operations and good customer relations.

Through outsourcing, companies can access ready-to-work employees with strong communication, service, and professional ethics in line with industry standards.

Positive Impacts of Effective Support Service Workforce Management

Proper management of support service workers significantly boosts company productivity and efficiency. With a structured outsourcing system, every operational aspect becomes more professional and measurable.

Here are the key benefits:

1. Higher Productivity Through Skilled Professionals

When non-core tasks are handled by experienced personnel, internal teams can focus better. The professionalism of support staff ensures consistent work performance and drives operational targets.

2. More Efficient and Organized Operations

With the support of an experienced provider, scheduling, supervision, and work reporting become more systematic. Companies can easily monitor performance while reducing administrative costs.

3. Reduced Risk of Errors and SOP Violations

Well-trained workers who understand operational procedures minimize mistakes. Tasks are carried out safely, efficiently, and in compliance with regulations.

4. Internal Employees Focus on Strategic Functions

By delegating technical duties to support service workers, internal employees can concentrate on business development strategies. This enables the company to grow faster without sacrificing operational stability.

Read Also: 4 Types of Outsourcing to Boost Business Efficiency

Support Service Workforce Management Solutions Through Outsourcing Companies

Outsourcing companies in Jakarta, such as SOS, play a vital role in helping businesses manage support service workers professionally and efficiently. Here’s how:

• The outsourcing company is responsible for recruiting, training, and supervising support workers to ensure they are ready to perform tasks according to the client’s operational needs.

• The outsourcing system provides efficient HR management with transparent reporting and flexible workforce adjustments.

This model is widely adopted across industries, hospitality, and corporate sectors, where support roles such as security, cleaning, and administration are key to operational success.

Get Professional Support Service Workers from SOS for Your Company

Ensure your company’s operations run effectively and efficiently with the help of well-trained and professional support service workers.

Through a partnership with SOS as your outsourcing provider, your business can optimize HR management efficiently, measurably, and in line with operational standards.

What you’ll get:

• Certified workers suited to your operational needs.

• Direct supervision and transparent performance reports.

• Regular training and evaluation systems.

• Cost efficiency and increased work productivity.

Contact the SOS team today for professional, efficient, and reliable support service workforce solutions to drive your business success.