Before we get started, I want to make sure it's clear that service desk support and help desk support are not the same. The service desk is where all of the strategic, organization-wide processes are managed, and the help desk is where all of the day-to-day, end-user needs are brought and addressed. In this blog, I'll be covering how outsourced IT leads to great service desk support. If you're interested in learning more about how outsourced IT relates to a help desk, I wrote about it here.
While a help desk is better suited to problems with day-to-day applications, like when Microsoft Excel won't integrate with another application like it's supposed to, a service desk will focus on tasks and initiatives focused on security management and SLA management.
Since the service desk is responsible for reviewing an organization's IT processes and addressing any issues with overall functionality, it's a pretty important component to a successful business.
Outsourced IT: Service Desk Support
By outsourcing service desk support, organizations are able to increase organizational efficiencies on a wider scale. Since the number of responsibilities a service desk handles for an organization is too many to count, I'll give a brief overview of ways you can expect to benefit.
When you outsource your organization's service desk support, you should experience a smooth onboarding process from start to finish. If it feels rocky or unstable at the starting stages, consider that to be a red flag for what's to come. A professional outsourced IT provider will have the experience and expertise to provide you with great support and customer service from the very beginning.
Interest in Your Infrastructure
The outsourced IT provider you partner with should have a healthy level of interest in your infrastructure. By this, I mean they'll want to know the ins and outs of how your business functions and operations - from process management to SLAs. Interest in your infrastructure means your provider is interested in providing service desk support that is customized to your organization's goals and needs.
Partnering with a managed IT provider who has automation built into their service desk demonstrates their dedication to both efficiency and productivity. In the world of business technology, there are increasing opportunities for automation, many of which effectively streamline processes and lead toward increased profitability.
If your managed IT provider implements automation technology within their service desk, it's a key indicator that they're going to seek out opportunities for automation within your organization's processes as well - which is something your employees, your customers and your bottom line stand to benefit from.