6 Reasons to Use an Outsourced Help Desk
Organizations rely on managed operation centers called help desks to provide critical technical support services to employees. Help desk staff members are professionals with a high degree of technical experience. Many larger companies have in-house technical support departments, but that is not always an option for medium and small businesses, limited resources and staff. However, firms without their own IT team can still get the support they need using an outsourced help desk service.
- Outsourcing Saves Money
Staffing a help desk can be expensive. There is a cost to hire and on-board technicians, and companies need to factor in the cost of benefit packages and other perks. Outsourcing a help desk to a third party makes it easier for growing businesses to allocate resources. They also have the benefit of tailoring their technical support needs to their budgets.
- Technicians Provide a Fast Response
Managed IT service providers who offer help desk services offer on-call assistance whenever it is needed. Since they serve a variety of organizations, there is a large pool of technicians ready to help. In most cases, support staff can resolve problems on the phone, but if they can’t make remote repairs, they will travel to the client’s site to fix the problem.
- Employees Have More Flexibility
Using a third-party help desk allows company employees to work more flexible hours in more than one location. Employees do not need to work around in-house tech support schedules. Whether they are working in the office, in a remote company location, or at home, workers have access to fast, efficient help.
- Companies Have Access to Advanced Technology
Growing companies can’t usually afford to invest in the latest IT equipment or take advantage of advanced technological solutions. In contrast, managing technology is the only thing third-party help desk providers do, so they always have access to cutting-edge tools. They can provide clients a wide range of solutions that allow small companies to compete with larger businesses without making large equipment investments.
- Help Desk Experts Have a Preventative Point of View
While third-party help desk technicians specialize in resolving technical emergencies, they are also maintenance experts. They can help clients decide whether they will benefit from upgrading software and systems. Support experts also identify and explain issues that cause recurring problems, and they offer fixes.
Companies that provide third-party help desk services monitor and track their technicians’ performance using remote software. Their systems measure how long it takes for technicians to open tickets, the time it takes to resolve problems, and the number of completed tickets per day. The statistics are used to improve quality continually, so clients are assured of excellent service.
- Employees Have Less Downtime
Downtime caused by IT problems is a major headache for all businesses but can be devastating for smaller firms. Outsourcing help desk functions ensures that experts are always standing by to resolve problems and minimize business interruptions. Company employees can continue with their duties instead of spending time trying to figure out technical problems.
Many small and medium-sized companies outsource help desk support instead of hiring their own technicians. The choice gives them quick access to teams of experts who resolve issues efficiently and offer maintenance services. It also means employees can get help no matter when or where they are working. Outsourcing help desk functions saves companies the cost of investing in expensive technology and reduces employee downtime.