Outsourcing Your IT Helpdesk Services

30/06/2016 - 11:37

If your business has an in-house IT department, your technicians might be spending too much time repairing the existing technology systems. Some of the employee issues many in-house technicians are occupied with include password resets, changing Outlook addresses, not being able to open a Microsoft Word document, telling them how to access voicemail, and much more. Unfortunately, when your higher level technicians are occupied with basic customer support issues an entry-level worker can fix, they are not spending time on technology that will grow your business. However, hiring additional IT staff can be costly, since they require salary plus benefits.  If this scenario sounds familiar, you should consider using an outsourced IT helpdesk department.

How does an outsourced IT helpdesk service work?

An outsourced IT helpdesk service will first examine the hardware and software your company has and choose which ones the service. Then, the helpdesk service and your IT department will develop a list of frequently asked questions and document them into a knowledge base system. Afterwards, the IT helpdesk service will set up several layers of prioritization, depending on the issues your employees typically encounter. If the issue requires onsite support, the IT helpdesk service will contact your designated IT administrator. Finally, the IT helpdesk service will set up a phone number for your users to call, whether it’s assigning the helpdesk an office extension or creating a toll-free number.

How will this outsourced IT helpdesk service benefit you?

  • Lower level issues will be delegated:  The outsourced IT helpdesk service will be the first point of contact for your employees. Level 1 and 2 technicians will work on resolving on simple technical support functions, such as basic troubleshooting, software setup, and navigating around office applications.  If an issue requires higher level and/or onsite support, it will be sent to your company’s IT department.
  • Lower costs of running IT services:  With an IT helpdesk system, you can get access to a full staff of IT technicians at a fixed monthly payment. Your company will not be responsible for benefits (Medical, vacation days, etc.), overhead, equipment expenses, training, and certifications. This responsibility would belong to the IT helpdesk service.
  • Increased productivity: Your employees will not have to wait for your busy System Administrator to become available. They will be able to contact a Help Desk Representative and have the problem resolved quicker so they can get back their duties.
  • Access to new IT skill sets:  Your IT helpdesk will typically have the experience of operating as the IT department for a number of companies. These front-line technicians will already have the knowledge and flexibility to solve a wide variety of employee technical issues. The IT helpdesk can therefore become a rich resource of technical knowledge your employees can rely on.

If your company is interested in an outsourced IT helpdesk, Pente's IT HelpDesk Services can help.

Our IT engineers will be onsite at your local and handle support the job as IT HelpDesk for your company. Our services take care of all your IT helpdesk support solutions needs. You get better efficiency the cost of an in house IT support team. If you consider IT plans to be a burden on your company, let us help you turn it into a valuable asset that makes you better than the competition.

Contact us for more information about Pente's IT HelpDesk services here.