Your IT staff needs more hours in the day and more resources to help them stay focused on the big picture for your business. However, ever-expanding technology options and workforce shortages mean many teams struggle to keep up with incoming tickets and technology issues. An IT Service Desk Provider can provide the solutions that your company needs.
An IT Service Desk provider can supplement those resources either short term or full-time engagements, alleviating some of the HR challenges present when there is internal service desk attrition. Businesses are able to combat expensive solutions, rising wages, and a lack of resources when they partner with the right IT Service provider.
More Man Power
Partnering with an IT Service Desk Provider can give your staff the resources they need to deal with an influx of incoming or stagnant tickets. Experienced providers will have sourced IT experts with the skills you need to keep your business running smoothly. This supplemental workforce should be qualified to accept incoming tickets and solve the issues as they come in. You need a partner committed to call avoidance and increased productivity.
Each business has custom needs, and a unique technology stack which means that a generic approach typically won’t work. A customized, boutique experience for your business is critical. The right solution will be tailored to your specific IT Stack, freeing up your IT pros to strategize on implementing new technologies that will set your company apart from the competition.
More Resolutions Through Clear Communication
An exemplary IT Service Desk partner will have a ticketing platform that is best in class. Modern ticketing systems should have a solid governance that drives workflow to closure. . An added bonus to a best in class ticketing system are reduced escalations and frustrated customers.
The right service desk solution will close tickets quickly and provide visibility into reporting to prove it. When the service desk experience is working correctly, your employees feel more confident in the help they receive and become more likely to reach out faster for both preventative help and reactive assistance in the face of technology troubles.
Closing tickets successfully gets your employees back to work and eliminates unnecessary downtime. In a recent study on workplace knowledge and productivity, 60% of participants said they spend 1-5 hours waiting on others for the knowledge they need. Cutting down that waiting can make the workplace less chaotic and stressful, leading to better employee and customer experiences.
More Tiers, Fewer Fears
When you partner with the right IT Service Desk provider, you have the resources to handle Tier 1, Tier 2, and Tier 3 service requests more quickly and efficiently.
Working with the right partner your team will have access to 24/7/365 support so that they have the answers they need when they most need them. And don’t overlook support channel variation: in a recent study, 44% of consumers use chatbots for support as opposed to 28% who email in support tickets. Providing a network of available help desk avenues through phone, live chat, chatbots, email, and social media can create the flexibility your employees need to get help, and resolutions, as soon as possible.
When you offer several ways to access Tier 1 support, your business’s interaction time decreases, and customer satisfaction increases. An IT Service Desk provider with a good network of talent can step in and offer escalated services for Tier 2 and Tier 3 support issues before involving your IT team or third-party support. Giving your IT team a network of assistance on all support tiers opens them up to focus on other business. This can exponentially decrease the number of unresolved issues and turnaround times.
More Productive, Cost-Effective IT Teams
When your IT staff has time to focus on the big picture, they can focus on the future. Keeping your company competitive with its technology solutions is critical in the current market. Consumers expect modern businesses to evolve and adapt to technological advances. The rate at which consumers expect businesses to keep pace with these changes is only accelerating as technology advances.
When your IT staff no longer has to solve Tier 1 service requests, like the laptop or Outlook issues that can be sent to an IT Service Desk partner, they can focus on your core business and the future growth. Give your team the resources they need, including the time to focus on their core responsibilities.
Having productive employees and teams benefits the company’s bottom line in many ways. Beyond staying competitive with changing technology, in many cases, your company can realize ROI almost immediately when bringing on an IT Help Desk Provider. In the retail space alone, 68% of consumers say they’re willing to spend more money at businesses with seamless customer service. Whether this means an end user directly working with your IT Service Desk provider, or a retail store employee who gets a resolution quickly and can help customers more efficiently, customer experience matters
An IT Service Desk Provider Can Help
Having an IT staff focused on core responsibilities with IT Service Desk support to manage Tier 1, 2 and 3 service requests can help your business grow. Giving your employees the right support at the right time, when they need it.