Global tech enterprises owe a part of their success to the help desks that assist employees and customers with issues, such as poor internet connectivity, system failures, and other significant IT crises. The IT help desk is a department responsible for listening, answering, and resolving questions and issues related to the IT products of an organization. These help desks connect directly with employees or customers to better understand the problem. The trained technicians of the IT Help Desk service providers give feasible solutions in minimum time to prevent significant losses to companies.
While setting up a new IT Helpdesk Support, the debate is usually about whether to organize an in-house help desk or outsource it. Though an in-house help desk has its benefits, these are some valid reasons why you should outsource your IT Help Desk. Take a look!
- Cost Savings
An in-house IT help desk requires expensive infrastructure and trained professionals who can manage it. Building the necessary infrastructure from scratch and finding skilled people with relevant experience to handle the help desk is not a cakewalk.
Contrary to an in-house help desk, one doesn’t need to develop a system or hire people while outsourcing. Outsourcing grants you the opportunity to utilize the power of a help desk without building costly infrastructure, thereby saving money.
- Support Outside Business Hours
A successful help desk can resolve issues at any time. Multiple companies provide 24×7 help desk support that can assist your customers and employees any time in the day and answer their queries quickly.
You get the support outside the business hours, and you don’t have to pull your exhausted IT professionals during the night to troubleshoot problems and pay them overtime.
- Skip Hiring or Training
Hiring people who are efficient at listening and answering queries is difficult. Moreover, training them according to the company norms is hectic and time-consuming.
However, you don’t have to worry about hiring or training when outsourcing. The outsourced IT helpdesk company has trained professionals with the experience to work side-by-side with your teams.
- Enrich User Experience
The company you hire to outsource the IT help desk may have trained people with outstanding communication skills and an insight into IT systems. So, when an employee or customer calls to ask for a solution, these professionals guide them in the right direction and resolve all the problems instantly.
- Increased Profits
As your outsourced IT helpdesk support works and solves all queries, you get happy customers and relieved employees. When customer satisfaction is high, the profit grows remarkably.
On the one hand, you are saving costs with outsourcing, and on the other, you earn extra, making you profit from two sides while you only pay for one outsourced IT help desk.
- Increased Efficiency and Decreased Downtime
Outsourced IT help desks don’t get affected directly by the crisis inside your company, and therefore, they can function efficiently during setbacks, thereby decreasing downtime.
IT help desk technicians are highly trained with unparalleled skills. They use the best techniques to approach a problem and solve it in the shortest time possible, increasing efficiency.
- Focus on Your Core Business
Since you have a dedicated outsource help desk, you don’t need to pick existing workers and organize an in-house team to deal with the task. This means that your employees can focus on the core business and give it their complete attention without worrying about other things. The employees’ primary motive is to take calculated steps to increase your company’s growth.
- Customized Helpdesk
When outsourcing, you only pay for the services you use and not a penny more. You can select a pack according to your business’s needs and pay only for what you utilize. With time, as your business expands, you may need additional features to assist your employees and customers better. In such a case, you can upgrade your current deal and opt for additional custom features that meet your company’s needs.
- Smooth Adoption of New Technology
While adopting new technology or amending the central system, you must inform your employees and customers about the change. Outsourcing your helpdesk to a well-established company allows you to successfully and smoothly make changes and install new technologies in your existing system without downtime or other issues.
- Statistical Reporting
Enterprises that provide outsourced IT help desks also update their clients regularly with statistical data on various performance criteria. The outsourced help desks track areas like average time to close a ticket, average tickets per day, time is taken by a technician to accept a ticket, resolved tickets, average log entries per ticket, etc., and send the collected data to clients.
You can analyze the data sent by the outsourced helpdesk and track its efficiency. Also, upon carefully examining the data, you can find the areas with the most queries and update your systems to avoid problems in that specific area.
Outsourcing the IT help desk includes cost-effectiveness, round-the-clock support, increased efficiency, and profits, decreased downtime, statistical reporting, customizable services, and enriched user experience. Atlas Systems helps businesses solve their IT challenges through single or multiple contact points. Our team of IT experts allows clients to troubleshoot problems and get assistance regarding processes, services, or products. For more information, you can check out www.AtlasSystems.com