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Kevin Lancaster

By: Kevin Lancaster on August 9th, 2012

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Tier 1 Helpdesks – To Outsource or Not To Outsource?

Technology | Resources and Insight | 1 Min Read

As customer service demands rise and organizations constantly need to achieve more with less, many IT Helpdesk departments are faced with this question: “To outsource or not outsource?”

IT departments offloading their tier 1 support has become a more frequent trend in today’s public and private sector. Tier 1 Helpdesks allow your team to focus solely on complex issues that require desk side assistance. By specializing in IT and end user support service, Helpdesks can aid in delivering three main mission-oriented goals:

  1. Employees gain access to the help they need, when they need it.
  2. In-house IT staff can offload the headaches of day-to-day tier 1 support and focus complicated support issues that need hands on assistance.
  3. Organizations complement and extend IT resources without adding head count.

A Helpdesk provider offers many advantages to its customers which help to better serve a wide variety of clientele and problems regularly faced today in the workplace. They can better serve your internal team with the common goal of getting issues solved quickly so that end users return to productivity as soon as possible. Effective price models are based on a per case basis, which means the main interests are to resolve issues rather than rack up minutes. Helpdesk personnel should be highly trained engineers, and certified in either Microsoft® or Cisco® technologies, however certifications are likely to change on an ongoing basis to stay up to date with evolving technology requirements.

With the “remote access” capabilities, many Helpdesks are able to significantly speed up repair time by providing a virtual “hands on” solution for the helpdesk specialists instead of relying upon customers’ descriptions. This also allows the end users to observe the agents’ solutions to prevent repetitive problems. Additionally, some Helpdesk providers have gone on to have themselves inspected annually by an independent auditor to ensure consistent high levels of security, stability, and reliability by retaining a top priority security certification.

A supportive Helpdesk can help to focus in on aligning every aspect of your organization in order to deliver an exceptional IT experience. Consider looking further into this trend of extending your Helpdesk services.



About Kevin Lancaster

Kevin Lancaster leads Winvale’s corporate growth strategies in both the commercial and government markets. He develops and drives solutions to meet Winvale’s business goals while enabling an operating model to help staff identify and respond to emerging trends that affect both Winvale and the clients it serves. He is integrally involved in all aspects of managing the firm’s operations and workforce, leading efforts to improve productivity, profitability, and customer satisfaction.

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