Case Study


A help desk is a multi-faceted resource dedicated to reducing downtime in IT services and functions while maximizing their availability. It focuses on end-user functionality and is hence in charge of quickly resolving end-user immediate demands, incidents, and technical concerns. Any essential help desk services should include technical support to get an end-user back into working order. Help desk service companies typically use special software to record, track, and manage concerns raised as a matter of best practice. In addition, the Information Technology Infrastructure Library (ITIL) methodology is used for optimal results.

The importance of helpdesk:

A well-functioning help desk is an essential component of every IT business, with the primary goal of resolving first-contact issues as quickly and efficiently as possible. The following are some of the advantages of a well-designed support desk:

1. Customer Satisfaction: A competent help desk enhances customer satisfaction by being proactive. Some of the essential helpdesk services constantly assist users and go above and above in technical support service delivery. As a result, it helps the organization achieve its goals and enables corporate growth by boosting returning customers.

2. Product Quality Improvement: The help desk is the starting point of contact for documenting consumer complaints, difficulties, and problems. The help desk is responsible for addressing these difficulties and keeping note of all complaints, their kind, and frequency of occurrence; in addition, they should escalate a summary of issues and product flaws to the development team. As a result, the help desk services include serving as the primary source of input for the development team, which may update and improve the product by acting on such reports.

3. Increased Productivity:
In addition to documenting complaints, the help desk services also handle complaint management and resolution. They properly handle and guide complaints to their targeted resolution centers by applying various complaint ticketing or tagging systems. As a result, it clarifies, prevents workplace uncertainty, and cuts down on time it takes to solve the problem. All of these elements contribute to increased production by increasing operating time and efficiency.

4. Cost Savings:
Any process or method is only worthwhile to employ if it saves money for the organization in the long run. For example, a white label help desk necessitates human resources, software, and hardware, all of which add to the cost. However, the higher implicit return from increased productivity, product quality, customer pleasure, and other factors offsets these apparent expenses. Furthermore, giving real-time feedback on product or service faults and serving as a general resolution center reduces the cost of performing post-release surveys and the time spent by experienced personnel on lower-value work.

A help desk has become an essential offering for technical support in many top organizations since it allows company IT users to function more efficiently. However, if building a help desk with existing personnel will sacrifice internal productivity, outsourcing to a professional help desk services firm is a potential long-term alternative.

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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