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7 Reasons Why You Should Outsource Your Help Desk


You depend upon your computer systems to boost productivity and enhance customer service, but when they’re not working properly business grinds to a halt. Your IT team’s productivity takes a hit as well.

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. That means your IT team must redirect their efforts from strategic projects to providing help desk support.

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 a managed services provider such as ICG, you can get more rapid end-user support while reducing IT costs.

Instead of paying the salaries of enough IT staff to handle spikes in activity, you pay only for the support you need when you need it. And you gain the knowledge, experience and disciplined processes of the managed services provider’s 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.

7 Benefits of Help Desk Outsourcing

  • Ensure consistent, timely support — forget about staffing challenges, sick leave and vacation
  • Tap into the expertise and methodologies of a dedicated support team to resolve issues more quickly
  • 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
  • Smooth out support costs
  • Enable in-house IT staff to focus on critical systems and strategic initiatives

ICG’s Virtual Service Desk enables you to enjoy these benefits. Our skilled technicians will take your first-tier support calls — the most common end-user requests, such as desktop, Microsoft Office and connectivity issues — and use the latest web-based remote control tools to quickly resolve most problems on the first call. If needed, problems can be seamlessly escalated to a Level 2 or Level 3 engineer, but only if you approve the additional cost.

IT support is critical to your organization. Running a help desk isn’t. ICG’s Virtual Service Desk gives you access to highly qualified technicians to supplement or replace in-house support. Outsourcing help desk support can relieve the strain on existing IT resources, and improve productivity by providing users with faster problem resolution.