IT Help Desk Outsourcing: 6 Reasons To Consider

Help desk outsourcing is becoming more common. why? Do I need to outsource my help desk? Help desk services are essential for businesses of all sizes, but running one internally is not inherently a core function of the organization. 

 If employees are busy solving technical and customer-related problems, they can avoid working on more strategic and innovative projects to grow their business.

In addition, so many new and advanced technologies emerge every day that enable companies to innovate faster in a highly competitive world, but are generally limited to keeping up with the latest and greatest. I only have the IT resources I have. If the IT team constantly strives to stay on top of mundane customer service issues, other talents and values ​​they can bring to the organization are cut below the threshold. As a result, companies should consider outsourcing non-strategic functions, such as help desk support services, to external help desk providers.

Why The Outsourced Help Desk?

Many companies generally lack the maturity of the process, tools, resources, and experience to effectively operate their internal help desks. For example, they need real-time voice or web chat capabilities that today's customers increasingly expect. Most internal help desk teams also lack access to knowledge bases that contain valuable information about previous interactions, so you need the information you need to quickly resolve problems or provide self-service support to your customers. They are provided to employees. Internal help desk platforms tend to lack workflow automation capabilities, service catalogs, configuration and asset management databases, remote access support, forecasting capabilities for demand forecasting, and integration with other critical IT-related processes. .. Without these key capabilities, service level management is often inadequate and there is no way to track and measure the responsibility and costs of service delivery within an organization. High quality helpdesk outsourcing companies can provide all of this at a fraction of the cost.

Key Benefits of Outsourcing Help Desk Technical Support

1. Reduce Operating Costs

Instead of paying per full-time employee (FTE), as most help desk operations are done today, the outsourcing pricing model provides "pay per ticket" and is an underutilized and expensive human resource . Eliminate When you outsource, you don't have to pay to train service personnel, acquire and implement software systems, office space, or the infrastructure to run it all.

2. Reduce The Volume

Outsourced technical support focuses on automation, self-service tools, predictive demand forecasting to reduce the volume of support tickets, and identification of training requirements associated with users.

3. Improved Response Time

Subcontractors are responsible for meeting certain levels of service for ticket response and resolution. All tickets will be tracked and measured, and if the SLA is not met, the remediation plan will be implemented immediately. Subcontractors are responsible for providing SLAs to avoid fines and have an incentive to satisfy their clients to provide long-term service and referrals to potential new clients.

4. Take Advantage Of Existing Experience

Technical help desk outsourcing companies are engaged in IT business and therefore use the best training, service management techniques and processes, technical tools and best practices to invest in and keep our support team up to date. . Additionally, full-time help desk professionals generally have a career incentive plan that motivates them to enter the IT service industry, which in turn will generally motivate them to continue working.

5. Flexibility

When the demand for support is high, or vice versa, companies do not have to worry about finding and training more people. Help desk subcontractors are designed to scale up or down to meet changing demands, but only pay for the number of tickets actually processed.

6. Focus On Core Trade Missions

It is not uncommon for organizations to spend a lot of time in non-core business activities when technical problems arise. When this happens, the business loses its strategic focus, causing a loss of revenue and productivity, which ultimately does not satisfy the customer. Companies must focus on the core and manage customer relationships with key and predictive metrics provided by help desk outsourcing partners.