What to Consider When Selecting an IT Help Desk Solution - CompuCom - ContactCenterWorld.com Blog
Operating a medium-sized business is a game of checks and balances. This is particularly the case when you decide it is time to look for an IT help desk solution.
On one hand, you are too large to rely on the “one-size-fits-all” solutions often most suitable for small businesses.
On the other, you are too small for an enterprise IT help desk partner to take you on as a client.
This sweet spot you’re in doesn’t feel so sweet.
You fall right in the middle – you have more sophisticated IT needs than the small company you once were, yet are a long way off from being large enough for enterprise-level providers to pay attention to you as a viable client.
You’ll be happy to know there are dedicated IT help desk options out there for your business. While it may be a bit harder to find help with comprehensive IT service desk management support options, once you do, keep these three tips in mind as you start to evaluate their services:
1. You don’t have to DIY
Just because you’ve grown as a company by keeping IT in house, doesn’t mean this is your only option for the future.
Open up to the possibilities of what the right partner company could do for you. One example of a starting place could be taking lower-level support tickets off your in-house team. This frees them up for more advanced and strategic IT work to help your company grow. Even the most enthusiastic help desk employee can lose motivation when stuck answering routine password reset requests day in and day out.
2. You can control your costs via analytics
Partnering with a company to handle your help desk inquiries will not be a fixed cost – in a good way. Look for a company who will include real time analytics with their IT services that can help identify areas of improvement and cost savings.
By offering analytics within the solution, you will be able see much more than just what happened last month. This includes near-real-time details of the support inquiries, such as quantity, by department, region, resolver group and most common request.
You should also be able to monitor the details of the process and see variations and adjust as needed. For example, if there is unusual activity, you can easily identify if it is training related, system related or even simply educating your employees about lower cost contact methods (for example using the chat instead of picking up the phone for a live conversation).
3. Don’t go too big or too small
Some partners who are too small to handle your support needs will do their best to win your business. An account like yours would look great on their customer list. And while it may feel good to be their largest client, the support, the value for your money and analytics you will be missing by not selecting a partner with a more robust offering will not be worth the ‘big fish in a small pond’ status you would have by choosing them. Your business growth is just too important to limit service at this stage.
On the flip side, some of the enterprise providers may be persuaded to offer you support, but there you’ll be on the opposite side of the situation. You’ll not be able to take advantage of all the services, support and cost savings because the solution will not fit your unique needs that companies have when they’re at the 250 – 3000 seat size. If you’re able to convince them to do business with you, you will likely be overpaying for their support.
Freeing your existing IT staff from level one support tickets, gaining insight through analytics and knowing there are IT help desk support options specifically for the unique needs of your business can open up the throttle on profitable growth for your company.
Did we miss anything? Comment below with anything you might be looking for in a SmartDesk solution.
Publish Date: September 12, 2017 5:00 AM
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