The Importance of Help Desk

An efficient help desk is an indispensable part of every IT organization. The main goal is to provide the solution of the first contact as quickly and efficiently as possible. The advantages of an optimized help desk are:

Customer satisfaction:

A good help desk service improves customer satisfaction by responding, constantly supporting users, and making additional efforts to provide technical support. This supports the company's goals and facilitates the growth of your company by increasing the number of returning customers.

Product quality improvement:

The help desk is the first place where customer complaints, problems and issues are recorded. The help desk should not only try to solve these problems, but should also be responsible for monitoring all complaints, their nature and their level of repetition. They also forward the summary of product problems and errors to the development team. Therefore, the help desk acts as the primary feedback source for the development team, who can update and improve the product by editing such reports.

Improved productivity:

In addition to recording complaints, the help desk also performs complaints management and resolution tasks. Through various processes such as complaint processing or the labeling system, they manage complaints effectively and forward them to the desired processing centers. This ensures clarity, avoids confusion in the workplace and reduces the time required to solve the problem. All of these factors increase uptime and efficiency and lead to higher productivity.

Cost savings:

Any process or procedure is only worth implementing if it leads to long-term cost savings for the company. Operating a help desk requires personnel, software and hardware, which incurs additional costs. However, these explicit costs are offset by the higher implicit performance through improved productivity, higher product quality, customer satisfaction, etc. You can also save money by providing real-time feedback on product or service issues, acting as a hub for the overall solution, and conducting post-launch surveys and wasting qualified members for less productive tasks.

Advantages of the help desk services / outsourcing service:

A large company may have more than one help desk to meet different needs. Although most companies have an internal help desk, outsourcing offers several advantages:

1. Cost savings: By providing scalability and expertise, an experienced outsourcing company that offers help desk support can achieve more cost efficiency than an internal configuration.
2. Quality: Outsourcing help desk requirements to a specialist leads to an improvement in service quality, shortens response times and solves complaints.
3. Optimization of resources: Subcontracting to the help desk enables internal assignment of employees and other resources to the company's core competence. This facilitates productivity and focuses on business-critical activities.
4. Scalability: As the business grows from day to day, the help desk must also be continuously evaluated. An internal help desk can consume investments, time, and resources if the demand for this service increases. The problem is significantly reduced if the work is outsourced, since in this case only the service types and parameters need to be updated.
5. Disaster recovery: Outsourcing is a suitable strategy for planning business continuity since the availability and availability of the company for its users is not affected by risks and contingencies.

The more efficient work of IT users in companies has made a help desk an indispensable service for the technical support of many leading companies. If internal productivity is affected by the establishment of a help desk with existing resources, outsourcing to an experienced help desk service company is a viable solution for long-term benefits.