Your Gaps in Internal IT Resources Can Be Bridged By Help Desk Outsourcing
There is a common myth attached to help desk outsourcing solution. Entrepreneurs feel that the service provider wishes to own possible aspects of an IT department. The reality is that irrespective of the industry, many big organizations have their own in-house IT department. Thus, the approach of solution development is much more specialized and laser focused than what many people would like to believe.
The truth is a majority of in-house IT functions try to take leverage of an outsourcing service is where and when it comes out to be more cost-effective and economical as compared to hiring, recruiting, as well as training extra full-time employees and provisioning office space, systems, and hardware to make them completely operational. Check out some of the most common ways when the gaps in your IT resources can be filled by outsourcing the helpdesk:
Increasing coverage hours
Since emerging IT functions started addressing the bigger support requirement of a geographically scattered workforce, the actual business hours of an organization may not be adequate anymore. In order to meet deadlines after office hour, incident management could be essential in form of late night projects. As soon as the call volume spikes up to a critical point, around the clock solution actually starts making more sense. Instead of adding a specific number of full-time workers to deal with the increase in coverage hours, in-house IT departments, ideally take help of an experienced service desk partner so that the initial point of contact responsibilities can be taken over by a fully staffed outsourced IT team.
Not having an adequate number of Level 1 staff
Irrespective of how your Level 1 team has been developed, it can be a big challenge to ensure that staffing has been done to the required volume during the ups and downs in demand. As a majority of the service desks re short-staffed, even seasonal flu or a virus attack can result in a marked outcome to SLA and sudden absences. Businesses, which are specialized in helpdesk outsourcing, are usually more scalable. They can include additional trained agents in a queue during peak hours.
The staff of client management does not have the time always o oversee all the daily operational activities of the ways the customer service agents are giving their support to end users at Level 1. An expert helpdesk outsourcing solution provider has senior agents, team leads, as well as a director-operations for conducting ongoing training, deliver continuous service improvements and monitoring agent performance.
The key goal of any helpdesk outsourcing service provider is to function as an effective operational extension for the internal IT employees of the client whenever and wherever it makes financial and logical sense. From an end user’s perspective, there should not be any marked difference between both the teams apart from deploying a flexible help desk associate willing to attend to their support calls in Level 1 if there are any resource gaps. In fact, there are endless outsourcing possibilities and open phone lines.