Enterprises have unique concerns when it comes to supporting their users.
The stakes are higher. Even small inefficiencies can balloon into major disruptions that ripple company-wide.
What, then, is the point of outsourcing a full-service help desk? In the past, major outsourcing initiatives have generated unflattering feedback — from unhappy customers to IT teams working overtime to clean up shoddy fixes – but that's not the case anymore. Modern, full-service help desk solutions can offer more than even a large, well-equipped internal IT team can.
One of the major historical drawbacks to outsourcing IT help desk services is that most providers were ill-equipped to achieve complete solutions on their clients' behalf.
This was most commonly seen in offshoring agreements. A frustrated employee picks up the phone to get help and is immediately handed over to an offshore call center. Their call was answered by someone who wasn’t fully briefed on the vast array of support functions they’d be expected to solve.
In this situation, it is understandable that your employee may have felt like they were dealing with anyone but their company’s IT help desk support.
In those cases, the amount of work that your employees had to do just to get in contact with the person qualified to solve their problems made the whole experience frustrating. Even if the IT service provider was capable and qualified, it was a stretch to call that a full-service IT help desk.
The problem wasn’t the offshore factor, it was the lack of a dedicated, trained support team who had technical certifications and who knew the customer company’s business. The idea that an offshore team could offer excellent IT help desk support was never realized due to the lack of committed training. Find a partner who insists that their help desk team’s technical certifications are up to date, and who is committed to training the team.
Unique Factors to Consider About Today’s Workplace:
1. A Millennial User Base: There is no denying the millennials have had a real impact on the workplace. This group is changing inter-office communication. If your company employs millennials, you should expect your younger users to hang up the second they feel like they are not getting the service they expect — that is, if they’d even opt to pick up the phone. This demographic prefers help-desk contact via chat. This is true even for simple password-resets that make up 30 percent of all service desk calls.
2. A Bring Your Own Device (BYOD) workplace
It is the full-service element that achieves real BYOD support. It needs to provide consistent, personalized support for both corporate and personal technology needs across multiple channels. Much like the millennial shift, BYOD is not going away. This can be challenging for a help-desk service provider. Just think of how many different devices and operating systems your employees are bringing into the workplace each day. Each will have unique settings and configurations. All need to be taken into consideration when your employees need IT support in order to continue working.
A truly professional full-service IT help desk can provide a significant boost to a company's bottom line. Freeing up your in-house IT team to focus on the core business value proposition can boost productivity across the board.
As Lisa Erickson-Harris, Principal, LYCKA Research and Analytics, pointed out in her 2014 webinar, the service desk value chain places a priority on rapid resolutions and evolving your infrastructure to meet your employees’ needs. These types of changes are quick and easy to implement for small businesses, but very difficult and time-consuming for large enterprises, particularly in the BYOD and proprietary system environment.
Frequently, large enterprises are forced into a trade-off — they accept the use of inefficient legacy systems to avoid the risk of disrupting IT support systems. Outsourcing help desk services to established, highly qualified service providers can streamline the entire IT support process.
The key to reaping these benefits is in choosing reputable, reliable providers who offer full-service help desk solutions, and who are flexible enough to adapt their infrastructure to your needs.
Please share your experiences or ask a question in the comments below.