In 2017, 32 percent of companies around the world chose to outsource their help desk support services. This fairly high percentage shows that many businesses know that they can get better services by outsourcing their help desk needs to experts.
If you want to outsource your help desk support needs, then you need to know how to get the most bang for your buck. You need an IT support partner with reasonable prices, strong expertise, impeccable customer service and the ability to support the tools you rely on.
Follow these four tips to make sure you choose a partner that can help your company succeed.
Find a company with a reliable ticket escalation process
What seems like a small problem at first can quickly turn into a significant issue that needs to be addressed immediately. The more efficient a company’s ticket escalation process works, the sooner you can find a solution to your IT problem.
Few companies have the resources and expertise to create a reliable, efficient ticket escalation process. Before outsourcing its help desk services, employees at John Deere often had to wait days before their IT staff could find helpful solutions. After outsourcing its help desk support, the company benefited from increased end-user service levels, reduced downtime and reduced IT costs.
By handing its help desk needs to a group of experts, managers at John Deere also found that they had more time to focus on core projects. None of these advantages would have been possible without a reliable ticket escalation process handled by experienced professionals.
Outsource to a company with an easy ticket solution
Your employees need a simple way to submit tickets and contact the help desk for support. When choosing a partner, look for a company that lets your employees submit tickets via phone and an app. That way, your employees can use the solution that feels more comfortable to them.
By making the process as easy as possible, your employees will experience fewer disruptions so they can focus on completing their assigned tasks.
Choose a passionate partner that exceeds your expectations
According to Outsourcing Insight, companies should look for several features when choosing partners for help desk support. Some of the most important features include:
- A passion for helping people solve problems
- A focus on problem-solving skills
- Good communication
- Interest in collaborating with clients
- A group of professionals with technical expertise and a personal touch
Essentially, you want a partner that exceeds your expectations by lowering costs, giving you access to resources that you wouldn’t have otherwise, and decreasing your IT complexity. Without those key features, what’s the point?
Avoid outsourcing options that don’t set your business up to thrive.
Compare prices and outsource with a company that fits your budget
If you want to get the most bang for your buck, then you need to compare prices and outsource with a company that fits your budget. Most companies actually find that they can save significant amounts of money when they outsource managed help desk support.
SMBs often find that they stand to save the most money from outsourcing. When you have a small workforce, hiring full-time help desk employees can hit your payroll budget particularly hard. By outsourcing, you avoid the costs of paying employees, providing benefits and training workers.
When you’re ready to benefit from help desk support from true professionals, contact your IT support provider to learn more about how they might be able to help. Most managed IT services firms offer some form of help desk support.
Just be sure you don’t shy away from asking the hard questions. The goal of outsourced IT support is to make your life easier and create better efficiency within your organization. Carefully consider the options before you make your choice.