Outsourcing areas of IT is becoming more widespread as enterprises recognize the cost savings and efficiency of Software as a Service (SaaS), Infrastructure as a Service (IaaS), and managed services in general. As organizations increasingly embrace these solutions, many are discovering the benefits of outsourced help desk services.
Outsourcing any kind of work can stir up fears of layoffs and concerns about whether the quality of service to the end user will suffer. With the right provider, you can set aside these worries. Investing in an outsourced help desk offers advantages that far outpace the reasons for an in-house approach. Take a look at eight benefits of outsourced help desk:
Reliable Support, 24 Hours a Day: With the increased use of remote and mobile teams, many enterprises are challenged to staff an in-house support desk to service a workday that is expanding beyond nine-to-five. Remote workers need support when they experience a problem with a device or application, not the next morning.
An outsourced help desk is able to meet these expectations and requirements more easily, without the increased cost that would come with staffing an in-house help desk around the clock.
Investing in an outsourced help desk is also an effective way to address geographical disparity in your employee population, because some employees may be impacted by different time zones.
Freeing up Your IT Team for Innovation and Strategy: Technology and digital transformation projects are central to driving business objectives, but support requirements can tax your IT resources. With an outsourced help desk, you can focus your team on innovation and strategic resource planning.
The opportunities in cloud computing, machine learning, artificial intelligence, Internet of Things (IoT), and automation are expanding quickly. Your team needs to be able to focus on implementing the right technology to drive business results.
While some members of your IT team may fear that outsourcing signals upcoming layoffs, the opposite is often the case. Many enterprises find that once routine tasks are eliminated, there are expanded opportunities for innovation, cloud migration, and strategic initiatives that extend the impact of IT professionals on the business environment.
Cost Savings: While cost savings are often quickly overshadowed by the other benefits that accompany an outsourced help desk, they represent an important reason to consider investing in this service. When you outsource, you no longer have to spend in areas like training, equipping a team with the right diagnostic tools for a help desk in terms of hardware and software, or the space to house your help desk team.
It’s also important to note that a help desk is often staffed as an entry-level position, and the routine tasks associated with supporting end users can become mundane. Turnover is a common and costly problem that can be avoided with an outsourced help desk.
Reduced Call Volume: One of the benefits of outsourced help desk is that the technicians assisting your end users are highly specialized in their craft, so problems with applications and devices are quickly diagnosed and resolved. This reduces the need for repeat calls and reduces your overall help desk volume, resulting in additional cost savings.
Improved Call Resolution Time: Similarly, an outsourced help desk significantly reduces the length of time end users spend on the line with a help desk because issues are resolved quickly and effectively.
Scalable Flexibility: When implementing a new fleet of devices or transitioning to a new cloud solution, end users may call into the help desk more frequently. With an outsourced help desk, you’ll never need to worry about hiring and training more people to handle an increased call volume. An outsourced help desk can easily scale up or down according to your needs, and you’ll pay only for the amount of service you use.
As organizations accelerate their adoption of cloud solutions and IoT devices, predictable seasonality can further increase the volume of calls coming into your help desk. By outsourcing your help desk, you avoid the impact of seasonality such as holidays or special promotional events.
Reliable Support During a Crisis: In the event of a cyber security attack or a natural disaster, your end users will naturally require more support. An in-house help desk is often impacted in these situations. An outsourced help desk can continue to offer the same level of support to your organization, helping employees maintain business continuity.
Outsourcing your help desk can provide significant advantages that give you an edge over your competition. For more information about how the benefits of outsourced help desk would impact your specific enterprise, contact us at SinglePoint Global.