Maximize Savings and Productivity with Outsourced Help Desk Support

Picture this: you've got a booming business with employees and customers scattered all around the country. They all rely on your top-notch tools and products to get their work done, but what happens when something goes awry? Enter the help desk support team - the heroes who swoop in to save the day. Whether it's an employee printer on the fritz or a customer confused about a new feature upgrade, your help desk is there to take the call and guide them through the technical maze.

But let's be real, managing a help desk is no easy feat. It's a never-ending juggling act of staffing, training, and analyzing data. And if you're looking to provide 24/7 support, it's like trying to spin plates while riding a unicycle. To make matters worse, the pandemic has brought on an increase in trouble ticket volume by a staggering 16%. Couple that with the current skilled labor shortage and the potential for burnout, and you've got yourself a recipe for disaster.

So what's the solution? Have you considered outsourcing your help desk support team? It may sound daunting but bear with us. Imagine a world where you don't have to worry about managing a help desk team. An outsourced help desk support service can take on the heavy lifting, leaving you free to focus on growing your business. Plus, with their specialized skill sets, they can offer top-tier support to your employees and customers, regardless of their location or the time of day.

Say goodbye to the headaches and hello to a smoother, more efficient way of doing business. Here’s what you need to know. 

Lower Costs While Increasing Productivity

Investing in outsourced help desk support can result in significant cost savings for your business. Many organizations recognize the potential for cost savings when they outsource, and the benefits of outsourcing an IT help desk are no exception. When you invest in outsourced IT help desk support, you can expect to experience:

• Reduced hiring costs by eliminating the need for in-house help desk hiring.
  
  
• Increased productivity for employees receiving help desk support, as well as for any tech staff that you reassign from their help desk role. Outsourced help desks have been found to improve productivity in customer service teams by 91%.
  
  
• Decreased downtime for end-users.
  
  
• Increased proactive maintenance of your IT systems. An outsourced help desk can detect and resolve potential issues before they cause a problem.
  
  
• Improved employee satisfaction rates. Help desk end-users report an average satisfaction rate of around 83%.

Lighten The Load On Your IT Team

The pandemic has brought about a surge in remote work and, in turn, an increase in the demand for help desk support. This has put a tremendous amount of pressure on current help desk staff, leading to unsustainable levels of stress and burnout. Additionally, help desk leaders are struggling with hiring and retention challenges, which come at a high cost to businesses.

Fortunately, outsourcing help desk support can alleviate the burden on your IT staff and mitigate employee burnout. By reducing the workload of your current team and allowing them to focus on core business functions, you can improve their work/life balance and overall job satisfaction. Moreover, outsourcing help desk support provides access to specialized technical skills that may not currently exist in-house, thereby increasing the quality and efficiency of your support services.

A Scaleable Solution

An outsourced help desk provides the flexibility to scale up or down based on the organization's needs. With this scalability, businesses can adjust their resources as required without investing in additional staff or architectural resources.

Some of the benefits of outsourcing help desk services from a scalability perspective include:

• 24/7 Availability: An outsourced help desk can provide round-the-clock service, making it the perfect solution for today's dispersed remote workforce. Time zones are no longer a problem with a 24/7 help desk service.
  
  
• Global Coverage: Outsourced help desks handle calls at all hours of the day and night, providing support to end-users regardless of where they live or work. If you have a global business, this service is essential.
  
  
• Quick Response: Organizations face changing markets, fickle customers, and environmental crises. Outsourced help desk services can scale up to meet these demands quickly and efficiently without disrupting your internal IT or HR teams. This kind of scalability means you can respond faster to external threats and internal pressures that affect your end-users and customers.

Access To Specialized Skill Sets

When it comes to technical expertise, an outsourced help desk can provide a more extensive range of specialized skills than an in-house team. With outsourced help desk support, you can access certified experts in specific areas, such as network engineering, cybersecurity, and specialized software modules. These experts undergo constant training and updates to keep their knowledge up-to-date as technology continues to evolve.

Outsourced help desk teams also come equipped with specially designed software for tracking trouble tickets, streamlining the resolution process. Additionally, these teams receive comprehensive customer service training in best practices for resolving complex problems, ensuring that each member is closely monitored for performance and regularly evaluated.

Is Outsourcing Your IT Help Desk Right for Your Business?

Outsourcing your help desk to a third-party vendor not only offers cost savings but also provides scalable and 24/7 support across different time zones. By leveraging specialized expertise, an outsourced help desk can significantly improve your IT service quality and free up your internal tech teams to focus on more important initiatives. 

At Systems X, we offer a proven managed help desk service equipped with the best tools for analytics, reporting, and monitoring. Our round-the-clock resources are dedicated to providing affordable and efficient support to boost your company's productivity and customer satisfaction. Get in touch today to experience the benefits of an outsourced help desk.