Outsourced Help Desk Support

Is Level 1 & 2 Help Desk Support Draining Your Staff’s Time?

Every IT staff knows that level 1 and 2 help desk support is easy, yet time consuming, boring and typically a high turnover position. If you are trying to have a dedicated level 1 and 2 support team, the truth is that the employee turnover alone is a hidden cost that is killing your IT department. With only one or two people on your staff that are doing all of the IT plus this menial support, it is extremely inefficient, considering you are having a $50 per hour person do $20 per hour work.

Outsourced Help Desk Support is an outsourced service where a third party fields all level 1 and 2 helpdesk calls from your employees (i.e. “my computer won’t print!”). You give the third party some basic guidelines on your requirements and they do the rest. If they determine the call is beyond level 2, they forward the call to your team. Companies can utilize this as an after-hours service only or a full-time service. Outsourcing helps free up time for your IT staff and allows them to concentrate on strategic operations and revenue-generating ideas, instead of fighting support wars.

What’s in it for you?

Focus on core competencies. Outsourcing reduces fixed costs and thus can boost return-on-investment.

Gain financial leverage. Free up management to spend time on areas where the company is best positioned to add value.

Flexible capacity. Help desk call volume can vary greatly for seasonal and other reasons. Help desk outsourcing creates flexible capacity for handling these changes in volume.

Experience continual updated training. Firms that specialize in help desk services are better positioned to keep training current.