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5 Things to Look For in an Outsourced Help Desk Solution

In order to concentrate on your business’ specialty, you may be looking at switching to an outsourced help desk

1. High-quality people and service

Even though many calls to the help desk are basic in nature, help desk staff should always be polite, knowledgeable, and helpful.
Your employees and customers should have a positive experience any time they call into the help desk, even if their problem is not solved immediately. Service tickets should be resolved in a reasonable time without making employees wait weeks.

2. 24/7 availability

Outages and major problems don’t wait for standard business hours: Your outsourced tech support or help desk needs to be available whenever you need it. A help desk that’s not always available translates into lost profits when your website goes down in the middle of the night and no one is available to help you.

3. Responsive and collaborative attitude

Your outsourced IT should be your partner in making sure your company is running smoothly and efficiently. If a problematic piece of software is generating dozens of calls per week, or if employees aren’t understanding how to navigate a system, you need to know about it. An outsourced help desk that works with you to run your business smoothly will be much more valuable than a help desk that simply takes calls.

4. Experience and excellence

Any outsourced help desk should already have satisfied clients, both current and former. Ask a prospective help desk for references so you can get a better idea of exactly how and how well they provide services.

5. Flexibility

Business have no one-size-fits-all solutions: outsourced help desks shouldn’t either. A help desk that works with your company to fit your needs will provide more value than a help desk that tries to fit your company inside their box.

These are some of the things to look for when shopping for outsourced help desks. If you want more information about how to find a help desk that fits your needs, please contact us.