Key Features of a Best-in-Class Outsourced Help Desk
In our previous post, we discussed some of the challenges organizations face supporting today’s remote users. Help desk staff must support a wide range of devices, operating systems and applications used by an around-the-clock workforce. Outsourcing the help desk can relieve the burden on in-house IT staff while reducing costs, improving response times and enhancing the user experience.
We also explained why it’s critically important to evaluate providers carefully. Help desk outsourcing options vary widely in terms of capabilities and operating hours. Many that offer 24x7 support rely on offshore partners to keep costs down.
The SirviS help desk offers several key advantages:
We are U.S.-based with a staff of more than 200 highly trained experts.
Our help desk is staffed 24x7x365 and includes Level 3 support to minimize customer involvement.
We support both Windows and Apple applications, and can cover many specialty apps as well as the Office productivity suite.
Users can access our help desk via phone, email and chat. We can arrange to redirect a phone number or email address they’re already familiar with.
We have a broad depth of service capabilities, and can scale to meet a wide range of needs.
Working with SirviS
SirviS takes a consultative approach to help desk service delivery. Our team first learns about the customer’s application estate, and talks with the in-house IT team about their existing support processes.
We also look at the endpoint provisioning process. Are laptops sent out to new users? Does someone build laptops from an image or do they manually install all the applications? Does the IT team use Microsoft InTune or another mobile device management product? How are applications pushed out to users? If the customer needs help in this area, we can provision, configure and distribute endpoints through our Integration Center.
We then deploy our remote monitoring and management agent, which allows our team to connect to endpoints remotely, see what the user sees and solve problems. Once the endpoint device has the agent installed, it registers with our Network Operations Center so that it can be monitored and managed.
We also work with the customer to develop communication with users so that they know how to get support. We can provide a PDF or presentation for IT to deliver, or even print stickers or mouse pads with the help desk contact information. It’s a matter of what works best for the customer.
The SirviS help desk solution includes monthly reporting on the number of tickets, times of day support is requested, time to resolution and other metrics. We also classify tickets to help identify trends. Are 80 percent of the tickets related to a particular application? Maybe we need to look at providing additional user training, or perhaps there’s a problem with the application that needs to be fixed.
We also ask users to complete a short survey after every call. The goal is to ensure that we are providing top-level service, solving users’ problems quickly and continually improving the support process. Most importantly, all of our managed services are performed by our in-house team, and we take full responsibility for service levels.
Help desk outsourcing has become a key trend as companies look to offload the cost and burden of supporting a remote, 24x7 workforce and growing numbers of devices. Some companies that offer help desk support have limited services and no guarantee that qualified staff will be available. Many partner with third-party, offshore providers.
SirviS is different — a U.S.-based provider with a highly qualified team of professionals who deliver expert 24x7 support. Let us show you how the SirviS help desk solution can improve performance and user satisfaction.