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Getting the most bang for your buck from outsourced help desk support

In 2017, 32 percent of companies around the world chose to outsource their help desk support services. This fairly high percentage shows that many businesses know that they can get better services by outsourcing their help desk needs to experts.

If you want to outsource your help desk support needs, then you need to know how to get the most bang for your buck. You need an IT support partner with reasonable prices, strong expertise, impeccable customer service and the ability to support the tools you rely on.

Follow these four tips to make sure you choose a partner that can help your company succeed.

Find a company with a reliable ticket escalation process

What seems like a small problem at first can quickly turn into a significant issue that needs to be addressed immediately. The more efficient a company’s ticket escalation process works, the sooner you can find a solution to your IT problem.

Few companies have the resources and expertise to create a reliable, efficient ticket escalation process. Before outsourcing its help desk services, employees at John Deere often had to wait days before their IT staff could find helpful solutions. After outsourcing its help desk support, the company benefited from increased end-user service levels, reduced downtime and reduced IT costs.

By handing its help desk needs to a group of experts, managers at John Deere also found that they had more time to focus on core projects. None of these advantages would have been possible without a reliable ticket escalation process handled by experienced professionals.

Outsource to a company with an easy ticket solution

Your employees need a simple way to submit tickets and contact the help desk for support. When choosing a partner, look for a company that lets your employees submit tickets via phone and an app. That way, your employees can use the solution that feels more comfortable to them.

By making the process as easy as possible, your employees will experience fewer disruptions so they can focus on completing their assigned tasks.

Choose a passionate partner that exceeds your expectations

According to Outsourcing Insight, companies should look for several features when choosing partners for help desk support. Some of the most important features include:

  • A passion for helping people solve problems
  • A focus on problem-solving skills
  • Good communication
  • Interest in collaborating with clients
  • A group of professionals with technical expertise and a personal touch

Essentially, you want a partner that exceeds your expectations by lowering costs, giving you access to resources that you wouldn’t have otherwise, and decreasing your IT complexity. Without those key features, what’s the point?

Avoid outsourcing options that don’t set your business up to thrive.

Compare prices and outsource with a company that fits your budget

If you want to get the most bang for your buck, then you need to compare prices and outsource with a company that fits your budget. Most companies actually find that they can save significant amounts of money when they outsource managed help desk support.

SMBs often find that they stand to save the most money from outsourcing. When you have a small workforce, hiring full-time help desk employees can hit your payroll budget particularly hard. By outsourcing, you avoid the costs of paying employees, providing benefits and training workers.

When you’re ready to benefit from help desk support from true professionals, contact your IT support provider to learn more about how they might be able to help. Most managed IT services firms offer some form of help desk support.

Just be sure you don’t shy away from asking the hard questions. The goal of outsourced IT support is to make your life easier and create better efficiency within your organization. Carefully consider the options before you make your choice.

3 Reasons Your Company Can Benefit From a Managed Help Desk

Businesses now use more technologically advanced tools than ever before. These IT systems form the backbone of some of your company’s most mission-critical processes. However, if one of these resources should go down, or if employees aren’t sure how to use them appropriately, your organization may not be reaping as many benefits from its IT solutions as it could be.

This is where the enterprise help desk comes into play, and becomes such an important part of the company. This critical resource provides a place for employees to reach out to when problems occur, and enables the IT team to be in the know about the latest issues it needs to address.

Traditionally, the help desk was staffed by a business’s own IT employees. However, many corporations soon discovered that this was not ideal. Now, more enterprises than ever are turning to outsourced, managed help desk services, such as those offered by ISG Technology. There are a number of advantages a managed help desk can bring. Let’s take a look at how this could benefit your organization:

1) More time for your core team

With a team of experts handling help desk calls, your internal IT staff no longer has to worry about the red phone, so to speak. An outsourced service shifts the responsibility of help desk calls off your IT department’s plate, giving them more time to focus on other, mission-critical initiatives.

“An outsourced service shifts the responsibility of help desk calls off your IT department’s plate.”

There are a number of new IT trends and advancements taking place every day. If your IT team is busy answering help desk calls and chasing down solutions, they may not have the time they need to institute these innovations within your company. Without the burden of help desk calls, though, IT teams have the resources they need to investigate and educate themselves on the newest strategies, and can bring these to the attention of the executive boardroom.

2) Considerable cost savings

One thing that holds many organizations back from adopting a managed solution are perceived concerns about cost. An outsourced help desk solution, like many managed services, can actually help an organization save considerably, particularly when it comes to staffing, equipment and training expenses.

Outsourcing your helpdesk means that an expertly resourced team takes on this responsibility. In this way, your business can save time and money and need not worry about things like training, the necessary hardware and software, a space for the help desk team or hiring new staff members to support it.

“For small organizations, the manpower needed to answer phones with enough extra help to account for vacations, sick days and turnovers could even double your payroll,” market expert Business.com stated.” Add this to the space, equipment and training necessary for adequate support and help desk activity can suddenly take up a large portion of your budget.”

An affordable managed help desk, however, can help eliminate these expenses, ensuring expert support at a fraction of the cost.

A help desk service is critical to business, and is even more impactful when handled by outsourced experts. A help desk service is critical to business, and is even more impactful when handled by outsourced experts.

3) Focused user support

The priority of any help desk is to solve any and all issues that come its way. This means that providing an enjoyable experience for the caller can sometimes fall to the wayside, especially for internal staff members.

An outsourced team, on the other hand, doesn’t just offer top-notch, knowledgeable IT support – these experts are also trained in client support. This means that every request to the help desk is met with a quick and courteous response, providing the best experience possible for your employees.

To find out more about how a full-service help desk solution can benefit your company, contact the experts at ISG Technology today.

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