Outsourcing Help Desk
In the course of business activity, a help desk is a place information technology
users can call to get assistance with problems, questions, or concerns about a certain product of the company. Companies provide help desk support to their customers, and the support usually consists of a group of experts using software to track and analyze the status of problems. Help desk has many functions to the business. It typically manages technical requests of users utilizing help desk software like the issue tracking system.
Many companies today are outsourcing help desk solutions because it allows their business to benefit from the vast pool of highly qualified and certified technical staff. This system can be utilized anywhere on the planet without going through the time-consuming process of recruiting, training and other related tasks in hiring staff support. Help desk outsourcing has been a growing trend in recent years because of its proven benefits to businesses. Obviously, the major areas of benefits that companies are receiving through help desk outsourcing relate to economic scale and advantages of utilizing a specialist and focused provider.
What are the advantages that a company gains from an outsourced help desk?
Knowledgeable certified staff.
Accessible online incident reporting and status tools for end users.
Ability for around the clock operation.
Complete staff including team leaders and project managers.
Opportunity to tap into the latest multi-technology support.
Availability of absolute trouble ticket tracking and reporting solution anytime.
Option to have a shared operational control with offshore and in-house help desk team.
Prompt and regular attention to resolve customers issues that can improve retention and satisfaction rate.
Availability of tiered service levels and custom response requirements.
With the myriad of advantages of help desk outsourcing, it is often tempting to outsource rather than continue to maintain help desk support in-house. It is easier to set up, there is a little initial cash outlay involved and no need to go over the hassle of hiring processes. Yet, companies get the best help desk professionals for lower rates. Outsourcing help desk, when done correctly, can indeed do magic in However, if not done properly, it can bring the company much trouble. Poor help desk provision will adversely affect the business. It is important that there is no illusion with regard to help desk management. The ultimate responsibility of the help desk, which is to provide support, should be retained.
Making the decision whether to outsource help desk involves considering many factors. It is important to conduct a thorough assessment of the specific needs and requirements of your business in order find the appropriate outsourcing vendor. Know the kind of software, hardware and web activities that you need, as well as the anticipated budget of your company and expected business changes over the next few years. Try to compare your current support operations in terms of both service levels and costs in order to see if you will really get a better deal if you outsource your help desk activity.
by: Ted Smiths
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