Case Study

How to Enhance Efficiency Using Outsourced Help Desk Support

The most significant problem growing businesses encounter is attending to all of the proportionately increasing IT issues. While starting up a business, there are only a few issues that can be taken care of by the company’s staff. But as the organization proliferates, it becomes demanding for the previously sufficient team to resolve all IT concerns effectively.

Outsourced help desk support firms form the much-needed bridge between customer demands and organizational capabilities. In this post, we will read about why help desk support outsourcing is better than in-house support and what do businesses get when they outsource to managed service providers (MSPs) that administer help desk support.

A Blessing for Small Businesses

IT issues can range from end-user issues (L1) to technical issues (L2, L3). Competent staff is required to resolve these issues promptly and with long-lasting effects for greater organizational efficiency. MSPs only hire the best talent from the market pool of employment-seekers to boast of a highly knowledgeable team of IT professionals.

Let’s look at a few ways help desk support teams help in preventing a business from reaching the point of exhaustion on multiple levels.

  • Finances – The most recognizable benefit of outsourcing is the savings on expenditure. MSPs prevent financial exhaustion by offering help desk services at a significantly lower price than an in-house help desk team.
  • Workload – An external team of help desk experts acts as an extension of the company, providing high-quality technical support. They help offload the grinding work of resolving everyday customer issues and reduce the chance of mental exhaustion of its employees.
  • Quality – Small businesses may find it challenging to attract highly talented individuals due to various factors such as low salary packages, minimal market presence, etc. MSPs eliminate this shortage of quality services by providing their clients with an elite IT team of specialists.
  • Availability – An outsourced help desk support team’s unique position is its 24-7 assistance. Your company’s internal help desk team, however experienced, may not be able to stay up all day and night.

Areas of Help Desk Support

Given below are the primary fields whose concerns are taken care of by help desk professionals:

  1. Technical troubleshooting – This involves solving daily device issues related to Wi-Fi, printers, browsers, applications, etc.
  2. IT security – Skilled professionals ensure that the business network and every customer’s device are secured against impending cyber threats.
  3. Device efficiency – This area requires help desk specialists to enable the highest productivity from the end user’s devices by implementing software patches, system updates, etc.
  4. Virtual desktops – Help desk support can bring down hardware and software costs by providing virtual desktops that only require a monitor, keyboard, mouse, and a network connection.

Single Point of Contact provides 24-7 help desk services for small and the enterprise organization. Founded in 1999, we have a proactive approach to information technology (IT) solutions and services, which gives our clients the freedom to focus on their business instead of worrying about fixing and maintaining computers and mobile devices. We’re qualified to assist with all phases of IT management, including procurement services and complex projects. To learn more about how our services can benefit your organization, don’t hesitate to contact us any time.

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