How To Choose an Outsourced IT Service Desk Solution

Outsourcing is the simple practice of contracting work through another professional. Each day, companies of all sizes outsource things like marketing, graphic design, payroll, bookkeeping and logistics. Why? Because no company is good at everything. It makes good business sense to focus on core competencies, and hire other experts to handle the rest. Executives think nothing of hiring advertising agencies, benefits administrators or payroll processors to handle critical areas of business. They know that specialists can do it better.

The Ever-Changing Tech Landscape

When it comes to information technology, the landscape is always changing. It is not uncommon for a company to adopt a new system or platform, only to have that system relegated to obsolescence in just a few short years. Complex systems and applications require expert knowledge in order to keep things running efficiently.

Many organizations try to meet these ever-changing demands with a small IT staff made up of subject matter generalists. These generalists know a little about a lot of subjects, but they often struggle to keep their heads above water when it comes to handling problems that involve complex disciplines in which they are not experts.

When those IT teams are also tasked with managing the service desk, it further inhibits the team’s effectiveness. Not only must they focus on their core competencies but they must also attempt to stay on top of IT trends, all while managing incoming calls to handle technology requests and tickets that often require advanced knowledge. This leads to an endless cycle of training, development, and employee turnover that causes most IT departments to hemorrhage money.

The Challenge of Outsourced IT Service Desks

The answer to this problem lies in an outsourced IT service desk solution, though decision makers must be strategic in how they adopt such a solution. There are many outsourcing companies in the market, but few provide access to true subject matter experts. Instead, they employ generalists who have no more expertise or experience than the existing in-house team.

Putting together a team of experts is far more complicated than it sounds. Most service desk providers hire young, entry-level IT generalists who have their sights set on greener pastures. Morale is often low among help-desk technicians, and it is difficult for most administrators to keep desks fully staffed. These are all the same problems that plague internal service desk teams. In order to move past these hurdles and get the most from a remote helpdesk solution, it is crucial to seek a partner that can put together a team of true experts. After all, if the service desk is helpless, what good is it?

Outsourcing an IT Service Desk

How to Choose a Truly Proactive Provider

In order to identify a strong service desk provider that can truly improve efficiency, decision makers must sit down with prospective partners and ask them how they approach hiring, development, and retention. A provider that puts together teams of subject matter experts based upon individual clients’ needs are companies that truly understand what a service desk should be. It is also important to choose a provider that offers a career path for their service desk technicians. True career development opportunities keep those technicians engaged in their jobs, which can keep them invested in the success of the team over the long term. This means that those technicians have a reason to stay on top of IT trends and changes, and they have incentive to keep developing their skills.

Outsourced IT service desk solutions that are provided strategically, with the client in mind, will be vital to the success and productivity of the entire organization. When users can reach subject matter experts with one phone call, problems can be resolved in a single interaction, keeping all processes and departments running smoothly.

Micah Laughlin

Micah Laughlin is the founder of Canvas IT and a leader in technology management services, supporting organizations of all sizes and helping them to thrive in spite of IT challenges and organizational changes. His first-hand experience with Service Desk Outsourcing companies led him to create a better way of doing IT outsourcing, the way he’d want it done. Today his philosophy carries on at Canvas IT as he creates a custom solution for each client just the way they’d want it done. Micah’s service desk management philosophy has supported dozens of growing businesses, adding value to the IT services they provide. Prior to founding Canvas IT, Micah spent more than 24 years managing IT operations – with 18 spent balancing the need for open, flexible systems with the restrictions of the highly-regulated healthcare industry.

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