Outsourcing Your IT Support Help Desk

However, managing an in-house IT help desk can be a daunting task, requiring significant resources, expertise, and round-the-clock support. This is where IT help desk outsourcing comes into play. By entrusting their IT support needs to a specialised service provider, businesses can benefit from streamlined operations, cost savings, and access to a pool of highly skilled technicians.

Addressing Common IT Help Desk Challenges

Running an in-house help desk often presents various challenges for businesses. These challenges can include:

1. Service: Lack of a defined service desk SLA or inconsistent enforcement of existing SLAs.
2. Coverage: Inability to expand help desk coverage hours due to cost constraints.
3. Expertise: Help desk staff lacking proper customer service training and skill sets.
4. Scalability: Difficulty in adding staff while maintaining service quality.
5. Satisfaction: Poor reputation of the help desk, leading to users seeking support elsewhere.
6. Turnover: Frequent hiring and training of help desk staff resulting in increased costs and reduced efficiency.

By outsourcing their IT help desk, businesses can overcome these challenges and ensure a seamless support experience for their employees and customers.

The ROI of Help Desk Outsourcing

One of the primary concerns businesses have when considering help desk outsourcing is the return on investment (ROI). However, outsourcing the IT help desk function can deliver several tangible benefits:

1. Help Desk Best Practices: A specialised help desk service provider follows industry best practices, ensuring consistent and exceptional service delivery.
2. Increased First Call Resolution: Skilled help desk agents can resolve a higher percentage of issues on the first call, leading to improved customer satisfaction and reduced escalations.
3. Faster Ticket Resolution Times: With dedicated resources and expertise, outsourced help desks can efficiently resolve tickets, reducing downtime and improving productivity.
4. Smarter Ticket Escalation: By handling routine support tasks, the help desk frees up internal IT teams to focus on strategic initiatives and critical projects.
5. Guaranteed SLAs: Outsourced help desk providers typically offer service level agreements (SLAs) to ensure timely and high-quality support, holding them accountable for meeting performance standards.
6. Lower Costs: Outsourcing the help desk can lead to cost savings in staffing and infrastructure, allowing businesses to allocate resources more efficiently.

When it comes to outsourcing the IT help desk, selecting the right service provider is vital. Businesses should consider the following factors when evaluating potential partners:

• Experience and Expertise

Look for a service provider with a proven track record and extensive experience in providing help desk support. Ensure that they have a team of skilled technicians ranging from Level 1 to Level 3, capable of handling a wide range of IT issues.

• 24/7 Managed Help Desk Services

Round-the-clock support is crucial in today’s global business landscape. Choose a provider that offers 24/7 managed help desk services to ensure that support is available whenever it is needed, regardless of time zones.

• Global Reach

If your business operates globally, partnering with a help desk outsourcing provider that can offer services in multiple locations is essential. This ensures consistent support across different regions and time zones.

• Customer Satisfaction

Request references and testimonials from existing clients to gauge the satisfaction levels of their help desk services. A provider with a strong reputation for customer satisfaction indicates their commitment to delivering high-quality support.

Fortitude Nicsa Global is a leading provider of IT help desk outsourcing services, offering tailored solutions to businesses worldwide. With a team of highly skilled technicians ranging from Level 1 to Level 3, we provide round-the-clock managed help desk services that enhance efficiency and customer satisfaction.

Our Range of Help Desk Outsourcing Solutions

At Fortitude Nicsa Global, we offer a comprehensive range of outsourced help desk services to meet the unique needs of businesses:

• Software Support

Our help desk agents provide technical support for various off-the-shelf software applications, including PC and network software, office productivity suites, email applications, databases, operating systems, and more. We ensure that your employees receive prompt and effective assistance, enabling them to maximise their productivity.

• Hardware Diagnosis

With our front-line hardware diagnosis and escalation services, we provide support for field personnel and their hardware. Whether it’s warranty repair/replacement order processing or first-line support for employees’ hardware, our technicians are equipped to handle a wide range of hardware-related issues.

• Network Support

We offer comprehensive network support services, resolving desktop-related network issues and assisting with user administration. By leveraging our expertise, your internal IT team can focus on strategic initiatives while we handle the day-to-day network support tasks.

• Customised Toll-Free Number and Greeting

As a seamless extension of your IT department, we provide a dedicated toll-free number and personalised greeting, ensuring that callers feel they are speaking to the right people. Alternatively, callers can dial a four-digit extension number on your internal phone system to reach our help desk agents.

• Customer Satisfaction Surveys

We understand the importance of customer satisfaction. Through automated surveys, direct customer outreach, and focus group meetings, we gather feedback to assess the satisfaction levels of your employees and customers. Our Customer Satisfaction Reports provide valuable insights to help you continuously improve your support services.

• Internet Call-Tracking Access

Our state-of-the-art help desk software and web interface allow you to retrieve and view call tickets securely through the Internet, VPN connection, or dedicated circuit. You can also escalate calls to third-party service providers or your internal IT department, ensuring efficient issue resolution and effective management of your help desk operations.

• Remote Control Assistance

For a truly satisfying support experience, we offer permission-based remote control assistance. Our help desk agents can remotely access callers’ PCs, providing step-by-step resolution and visual guidance. Callers have full control over their PCs at all times, ensuring a seamless and efficient problem-solving process.

• Proprietary Application Support

We understand that businesses often rely on proprietary applications. Depending on your requirements, we can provide call routing only, resolve calls associated with your top-ten issues, or offer full support by training our team on your applications.

• Foreign-Language Support

If your callers speak a language other than English, we have you covered. We offer support in multiple languages, either through dedicated foreign-language agents or over-the-phone interpretation services. Your employees and customers will receive support in their native language, ensuring clear communication and efficient issue resolution.

• New Business and Rollouts

Expanding geographically, introducing new business offerings, or supporting new acquisitions can strain your help desk staff. Fortitude Nicsa Global provides the necessary staff and training to manage the increased call volume effectively. We ensure that your service levels remain consistent during periods of growth.

Outsourcing the IT help desk to a specialised service provider like Fortitude Nicsa Global offers businesses a range of benefits, including enhanced efficiency, improved customer satisfaction, and cost savings. By leveraging the expertise of experienced technicians and round-the-clock support, businesses can focus on their core operations while ensuring that their IT support needs are met with excellence. Whether you operate locally or globally, Fortitude Nicsa Global is your trusted partner for all your help desk outsourcing requirements. Contact us today to learn more about how we can help your business thrive.