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- IT help desk services provide a centralized team that addresses your staff’s technical concerns.
- These help desks increase the efficiency of your business by streamlining the IT process.
- Outsourced help desks are preferable to in-house teams, though the two can be combined.
- Factors to consider before choosing a help desk provider include resolution rates, customer satisfaction scores, and their location.
What Is an IT Help Desk Service?
A help desk is a communications center and technology hub made up of IT workers who are prepared to handle any technical issue.
Help desks are designed to solve a wide range of technical issues that your employees experience. For a better idea of what they look like, help desks and CRM programs share similar interfaces. The method of communication varies between help desks, but the most common forms include:
Email
Telephone
Website
Online Chat
Help desk services are popular because of technology’s growing complexity. The global help desk market is anticipated to grow 30.4% by 2027.
Many debate whether help desk services should be in house or outsourced, but businesses have been trending towards outsourced teams in recent years. We agree that outsourced services are the right choice, and we’ll explain why later.
What Are the Benefits of IT Help Desk Services?
Why is an IT help desk worth investing in? This service can:
Improve Efficiency
An IT help desk service increases your business’s efficiency. Generalist IT departments are constantly putting out fires, which slows them down. In comparison, specialized help desk services have teams dedicated to providing rapid IT support. These centralized teams offer speedy support services because of their narrow focus. Stop waiting for your generalist IT team to get back to you—invest in a help desk and get answers when you need them.
Centralize All Things IT
Help desks organize all of your IT processes in one location. Not only is this good from an organizational perspective, but it also helps your employees get answers right when they need them. A traditional IT model can force your employees to spend precious time searching around for the right associate.
Help desks services are much clearer by comparison. Every question has one simple answer: contact the help desk.
Prioritize IT Issues
The centralization that help desks bring makes prioritizing issues simple. The IT team can easily coordinate on which tasks to handle first when every issue is directed to one location.
Why Are Outsourced IT Help Desk Services the Right Choice?
Outsourced help desks beat in-house help desks because they:
Increase Worker Productivity
An internal IT team has to juggle dozens of tasks at once, whereas outsourced teams have one focus: solving your IT problems. Outsourced help desks can pull from a larger pool of resources because their entire team is dedicated only to addressing your questions and concerns.
One resource that all outsourced providers offer is remote access. This lets outsourced teams take control of your employees’ PCs remotely to resolve problems. All it takes to fix your issues is dialing a number, and outsourced teams are always there to answer because they:
Save Money
IT jobs are in serious demand. This scarcity makes acquiring talented IT workers expensive. An internal team also needs extensive training and equipment. Acquiring and maintaining these resources is expensive, but outsourced teams are already prepped.
Pool Expertise
While we already mentioned resources, outsourced teams pool together huge amounts of knowledge as well. The one and only goal of outsourced IT companies is to answer technical questions across industries. Regardless of what your question is, they’ve probably heard it before.
Outsourced help desks for MSPs have numerous benefits, so it’s clear why they’re so popular. Remember that these teams can be used to supplement internal processes—the two aren’t mutually exclusive.
Offer 24/7 Service
Most outsourced help desk providers have staff available 24/7. Day or night, outsourced teams are there to help. This also saves you the stress of scheduling for your internal team.
24/7 service also supports irregular working hours, which have become very common in recent years. Whether it’s 2 p.m. or 2 a.m, outsourced teams are ready to answer!
Factors To Consider Before Choosing an IT Help Desk Provider
Now that you know why help desks are beneficial for your business, let’s review what factors you should consider before partnering with a help desk provider:
Customer Satisfaction
What level of customer service does the help desk provider offer? Try contacting former clients of theirs to see what the customer experience looks like. Collect as much customer data as possible to see if their service is at a level that you’ll be satisfied with. If you have a difficult time finding reviews or reaching former clients, beware. Scarce reviews and low prices are big indicators of a low-quality help desk provider.
Resolution Rates
Resolution rates are a straightforward way to gauge how effective a help desk provider is. Pay special attention to their L-1 resolution rates. These rates let you know how well they solve critical issues.
Location
You don’t want communication to be a struggle with your IT help desk provider. While APAC or Latin outsourcers offer tempting rates, they typically have poorly trained staff that will struggle communicating with your team.
Choose Virtual-Q as Your Next Help Desk Provider
Virtual-Q offers 100% U.S.-based help desk services. Our team is available 24/7 to address your technical issues. IT delays cost businesses millions in lost productivity, so partner with Virtual-Q and keep your business on track.
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