Over the last couple of years the financial spend on outsourced helpdesks has steadily increased, especially in the midsize market. Companies are realizing that the many benefits to why they started an internal I.T. department, are often the reason to now get away from it, at least partially, and go to an outsourced company.
Here are the 5 reason why companies are moving to an outsourced helpdesk provider. Every company has different needs, so these might not be in the order for every company.
1. Lacking Internal Customer Service
This is usually the main reason that we see at JMARK for why companies outsource their helpdesk. Generally an internal I.T. department is started for a very specific need, and over time the scope of work gets broadened so much that they get spread thin and this results in poor internal service to their staff, or projects just not getting accomplished. One client we brought on board had an average internal wait time of 19 minutes when placing a call to their I.T. department for assistance. After onboarding the client at JMARK, that wait time went to an average of 4-6 seconds – WOW!!! The average time to resolution went to under 3 minutes. The company was literally losing thousands of dollars a day in lost revenue from their revenue generating employees.
2. Technical Aptitude
As I mentioned before I.T. companies generally start for a specific reason. As the company grows, their scope grows; and usually to a point that they cannot stay abreast of all the technology acumen they need to properly support the company, or cannot afford to hire the myriad of technical talent for the advanced technologies that they need. Outsourcing helpdesk support to a company that has that technical acumen, saves a significant amount of money, resources, and time. Additionally it allows the internal I.T. department to focus on specific strategic initiatives that really help the company grow.
3. Management Pain
Let’s not beat around the bush here, it takes a specific skill and culture to foster the development of technicians. Outsourced I.T. companies have this skill, and they continually work hard at it, it one of the primary focuses. When an internal I.T. department grows from 1 to 10, to 20, to 50 technicians and more, it becomes increasingly difficult and to manage the myriad of skills and personalities, along with the dispersed priorities. Often times more and more managers have to be brought in to manage different teams or aspects and it just becomes a costly headache that distracts companies from their core objectives.
I am not mentioning the promise of price lightly, as is often done with less than stellar I.T. companies. Each of the 3 points above end up with a question of cost savings. Sure there may be specific projects or needs that require a costly investment, but the reason to outsource it, is because it is an “investment,” and companies need the projects or support done fast and right, in order to meet strategic targets.
Few mid-size to large companies, outsource every part of their helpdesk. That is the beauty of an outsourced helpdesk, the scope can be very, very specific. Here are some finite specific things that companies have outsourced to JMARK as part of an outsourced helpdesk arrangement:
- Domain password resets
- Account lockouts
- Support of a specific software application
- Handling password resets for specific software applications
- Patch management for workstation
- Patch management for servers
- Exchange Management
- SQL Management
- Firewall Monitoring
- Lync Management
- Alerting and Monitoring of Servers
- Office 365 Migration
- Office 365 ongoing support
- Much more…
Outsourced helpdesk services is something that JMARK does extremely well. Due to our aggressive internal training, highly skilled workforce, and geographic location, we can handle companies of all sizes anywhere in the world. Contact us to learn more about how we can help your I.T. department achieve greater success.