Can Help Desk Outsourcing Work for Your Business?
When asked how much time internal IT staff spend fielding user issues, managing the ticket queue, and performing tasks that steal time from high impact projects to build your business, the answer is usually “too much.” As your company changes and grows, the impact of increased demand can be difficult to manage without a strong IT infrastructure and smart use of available resources. This is where a managed services IT provider (MSP) can help bridge the chasm - by offering Help Desk Outsourcing. Consider these three benefits, when deciding if Help Desk Outsourcing is right for your business:
Optimize In-House IT Staff
Your people understand your business better than any managed services provider could. However, if they’re too busy slogging their way through repairs or troubleshooting, they can’t make the best use of their time. Help desk outsourcing unloads an unnecessary burden from an already strained department without removing the knowledge and expertise that your people bring. Your staff then focus on more involved projects and management level organizational goals, like strategy or optimizing business processes.
Minimize Persistent Problems
A well-managed help desk can provide the supervision and analysis that your people may not have time to perform themselves. The help desk can provide reliable assistance at any time throughout the workday, so there are no lags or gaps in service for end users when your IT staff don’t have the availability. Furthermore, a well-staffed help desk has the resources to analyze the ticket data. This cuts down on recurring and known issues, as your MSP has the ability to recognize patterns and address consistent problems.
With an MSP providing coverage for your help desk along with comprehensive oversight and analysis, you’re provided with better solutions that enable more stability as you grow. iCorps’ help desk services include recording and tracking of reported problems. Analysis of these occurrences provides insight on gaps or issues in your current environment and leads to recommendations for fixing those holes in a pro-active and cost-effective way.
A department without the right support can only continue to flounder, risking your ability to remain efficient and competitive. If your VP, CIO, or IT manager is constantly addressing user and desktop support themselves, it may be time to consider outsourcing a few key services, including help desk, to an MSP like iCorps. Reach out today for your free business IT consultation.