Marcia in sales is having trouble printing a proposal for a client who is waiting in the conference room. She calls IT for support, but the technician is busy fixing a server problem impacting the entire accounting department. She runs around the office trying to find a working printer so she can output the document and close the deal.
There’s no way to know how many situations like this play out in offices large and small each workday. However, they are costly both in IT support time and lost productivity as workers wait for help. From assistance with a seldom-used application to recovery from a full-blown system crash, end-users require IT support from time to time. And when they need it, they want it fast.
Unfortunately, few organizations have the luxury of a fully staffed help desk devoted to end-user needs. Many small to midsize business (SMBs) have very small IT support teams who have a hard time keeping up with day-to-day tasks — much less individual end-user crises. In some cases a lone tech may handle everything from the network to the desktop. More serious issues may be kept waiting while the technician helps end-users — or vice-versa.
That’s why help desk outsourcing makes sense for many organizations. By outsourcing at least some end-user support requests to Atlantic-IT.net, you can get more-rapid end-user support while reducing IT costs.
It’s simply a matter of economies of scale. Instead of paying the salaries of enough IT staff to cover every area of your technology environment, you pay only for the support you need when you need it. And you gain the knowledge, experience and disciplined processes of the Atlantic-IT.net team, ensuring that support requests are handled efficiently and accurately.
Help desk outsourcing is ideal for SMBs that don’t have in-house IT support — it enables these organizations to get the support they need with no capital outlays or hiring costs. But it can deliver key benefits to organizations of all sizes, with or without IT staff.
5 Benefits of Help Desk Outsourcing
- Ensure consistent, timely support – for getting about staffing challenges, sick leave and vacation
- Improve end-user productivity by reducing downtime and frustration
- Eliminate the “shoulder-tap” support requests that can distract other staff from their core functions
- Gain faster support for mobile users and teleworkers through the service provider’s “remote control” technology
- Enable in-house IT staff to focus on critical systems and strategic initiatives
A number of options are available to meet specific needs. You can outsource first-tier support calls — the simplest end-user requests — or more complex third-tier calls. Services can be provided during regular business hours or around the clock. Reporting can provide insight into trends, bottlenecks and trouble spots. And simply working with us to define service levels and processes can streamline support functions.
IT support is critical to your organization. Running a help desk isn’t. Atlantic-IT.net, your outsourced IT department, helps you improve productivity by providing users with fast, accurate support.