Seven Reasons to Outsource Your IT Help Desk

By outsourcing your IT help desk services, you can save time and costly investments in IT staff and infrastructure.

Articles published May 31, 2018 by Bobbie Jo Barry

Many organizations — from senior living facilities to manufacturers — often find difficulties staffing a consistent, professional, and reliable IT help desk. In today’s workplace, technology is an essential part of doing business. Whether yours is a large organization or a small one, you no doubt feel the stress that comes with managing IT services. By outsourcing your organization’s IT help desk services, you can eliminate that stress and turn your attention back to what you do best — running your business.

Seven Benefits of an Outsourced IT Help Desk

1. Availability

It’s 1 a.m. and your systems are down. Do you have an after-hours help desk to call? When you outsource your IT help desk services to a third party, this isn’t something you have to worry about. You’ll already have help in place around the clock for service when you need it. This eliminates the panicked call to a local service company with super-high after-hours rates or having an employee “on call” who is less than thrilled to be woken up at night to try and fix the problem.

2. Scalability

When you outsource your IT help desk services to an experienced and professional team, that third party has the resources available to scale as needed with your organization. Third party providers are more likely to have a pool of agents at the ready and an internal process in place to familiarize them with your business, so you eliminate the hassle of hiring and onboarding someone to join your own IT support staff.

3. Consistency

When it comes to handling IT issues, having consistent, reliable support is key. With an outsourced help desk, you can rest assured that when those inevitable issues occur they are being taken care of properly and efficiently. You’ll have consistent coverage for your IT needs and the assurance that your productivity won’t suffer from setbacks. That peace of mind is priceless.

4. Improved Response Time

A quick and effective response to an issue is extremely important. Your business needs or facility residents will always take top priority. You want to work with someone who will make IT issues their top priority. An outsourced help desk will do just that. A third-party IT service desk has the state-of-the-art tools and expertise needed to respond and react quickly to technical issues. Those tools and that expertise would be expensive for you to amass and keep up to date in house. With a singular focus on solving your IT difficulties, help desk agents keep up with rapidly changing technology that allows for continued improvement in response time and effectiveness. 

5.  Team of Experts

The agents at an outsourced help desk are IT experts. They make it their business to stay on top of industry changes, trends, and best practices so you don’t have to. With a team of experts on board, you can rest easy knowing that your IT infrastructure is being monitored and maintained, and potential problems identified before they happen. The goal of IT help desk agents is to resolve issues as quickly as possible so you can keep your business running. By staying ahead of the curve on your behalf, you can direct your resources where they belong. 

6. Cost Savings

Cost savings are important to every organization. No business wants to spend extra money where it’s not needed. In addition to being expensive, hosting IT infrastructure on-site takes up valuable space within your building. Outsourcing the responsibilities of an IT service desk will reduce labor costs as well as your investments in hardware and software, helping free up precious real estate that can be repurposed for your employees or residents and capital to invest where it matters most for your business. 

7. Focus on What You Know

Your focus should always be on running your business. It’s what you know and it’s what you’re good at. IT support shouldn’t have to be an additional worry on your to-do list. Outsourcing your IT help desk keeps your focus where it belongs, your systems up and running, and your employees doing what they do best.

At Aureon, we offer a comprehensive suite of solutions specifically for IT help desk services. Contact us today and let’s talk about your unique needs and how we will customize our services to address them.

About The Author

Bobbie Jo Barry

Bobbie Jo Barry has more than 19 years of contact center experience in multiple areas, including designing client facing solutions, managing day to day operations of two contact centers, leading workforce management and contact center managers to success, managing client relationships, and provid ... read more

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