One of the biggest challenges organizations face when it comes to technology isn’t the technology at all. It’s the end users.
Even the most tech-savvy users will run into problems from time to time. Software crashes, malfunctioning hardware, a password that’s lost and forgotten—when issues like these arise, it’s your IT team who’s on call to answer.
This approach has a few drawbacks. For one thing, there may not be enough IT people to go around, leading to long user wait times and lost productivity. For another, you probably didn’t hire all those IT experts to help users install software updates. Your organization has higher-priority technology needs, but they often get stalled when your internal team is called to serve as the helpdesk.
How can you serve your users without sacrificing your IT team? The answer is outsourcing your helpdesk services. Here are a few of the benefits.
Outsourcing your helpdesk means faster resolution for tickets
It’s not a knock on your IT team if they can’t always keep up with the tickets in the helpdesk queue. The trouble is they’re trying to resolve tickets on top of the rest of their work. Even when you have dedicated helpdesk personnel, it’s still most likely not enough people for the work that’s being created.
From a user standpoint, however, this apparent sluggishness can lead to frustration or even a productivity loss as they wait to get help with their problem. By outsourcing your helpdesk services, you can quickly add a tremendous amount of capacity to get these tickets resolved—leading both to happier people and less downtime across your organization.
Outsourced helpdesk services keep you prepared for surges in tickets
In the world of technology, problems tend to travel in packs. That’s because big changes like new software installs or cloud migrations inevitably cause simultaneous hiccups for users across the whole organization. When that happens, your helpdesk will see a surge in new tickets without the capacity to keep up with them.
But by outsourcing your helpdesk services, these surges don’t pose much of a problem. Your outsourced services provider simply provides more help for your users until the issues resolve. Your people can get back to work more quickly without burning out your IT department.
Get round-the-clock response to user needs with outsourced helpdesk services
Organizations across the country have embraced new models of work, from offering more full-time remote positions to hybrid working options. But one unintended consequence of this new flexibility is that employees are also working outside the typical 9-to-5 schedule. If they experience an IT issue outside regular hours, will they still have someone to call?
Maybe not, if you rely entirely on an in-house IT department. But if you outsource your helpdesk, you can have support services standing by 24-hours a day, seven days a week. No matter when or where your people are working, they can still get the help that they need.
Give your IT team relief with outsourced helpdesk services
We’ve talked a lot about the benefits that outsourcing your helpdesk services can offer your users and your organization. But one of the biggest beneficiaries is actually your own IT team.
After all, you hired them to help your organization realize important strategic priorities. That’s also likely what attracted them to the job in the first place. Neither you nor your IT team is well-served by having them spend their time closing tickets. Instead, by outsourcing your helpdesk work to a trusted partner, you can get your team back to doing what they do best.
Get expert support from a strong IT partner.