IT Service Help Desk Services

With outsourced help desk personnel, you will also find that you can significantly reduce your operating expenses. With a fully operational help desk, you could have at least ten permanent employees. 

Not only do you have to budget for their salary, sick pay, and vacation time, but you also have added costs like office space, computers, software licenses, and many other technical costs. 

On the other hand, with outsourced help desk support services, you’ll receive a fixed monthly invoice based on the size of your company and reliance on computers. 

That fixed fee will be significantly lower than adding up all the employment expenses, and it gives you far greater flexibility with access to larger teams as your company grows. 

Those savings can then be employed to grow the core aspects of your business that aim to deliver more revenue. 

Even if there is a sudden problem affecting multiple employees, you won’t have to worry about spending endless time waiting for a help desk agent to answer your call. 

With our service desk outsourcing team, you have access to technical agents who are able to keep up with increased volumes of calls from multiple different companies. By having access to such large teams through outsourcing services, you won’t have to worry about waiting in line for a resolution. 

And when you partner with an outsourcing provider who ensures that all help desk staff have the best possible training, you also reduce the time it takes to analyze and solve specific problems. 

The higher the first-call resolution rate is, and the less time your staff spends on the phone trying to fix a problem, the more productive your organization will become.

The worst thing that can happen to small and medium-sized organizations is that they require access to help desk support at a time when there is no in-house team available. 

A lot of companies have to operate on extended work hours or even operate with night shifts. And IT problems don’t go to sleep just because you don’t have access to a help desk team. 

It’s precisely in those out-of-normal office hour situations that IT problems can cause the maximum amount of downtime. 

In the worst-case situation, a simple IT issue that could be solved within 10 minutes on a call with a technician could end up halting production for an entire shift until someone becomes available the next day. 

That’s not an issue you’ll encounter with the right help desk outsourcing partner.

While the aim of all customer support services is to resolve issues over the phone, there are times when an on-site visit is necessary. In such cases, you don’t want to end up waiting for days to solve a relatively simple hardware problem. 

When you partner with the right service desk outsourcing company, you’ll quickly find that such issues can still be dealt with in a fast and efficient way. 

Being able to rely on not just a team of technicians over the phone but also on service technicians that can call out to your office will give you added peace of mind that you can maximize your productivity.

This is an important factor, as you will be giving another company and its employees’ access to your internal systems. This gives them a direct point of access, and you have to take additional precautions to protect your data. 

It’s also possible that a breach at the help desk provider provides access to your systems. This is where it’s important to address minimum security standards before you choose a service provider.

And finally, by outsourcing all or large parts of your help desk needs, you won’t build a level of knowledge and expertise in-house. 

This makes you more reliant on such services now and in the future, so you have to be prepared to look at such a service as a long-term investment and relationship. 

But all these risks point to one solution, and that’s finding the most experienced and reliable help desk outsourcing teams available. 

But before we show you our commitment to clients, let’s first take a look at the financial benefits.

No matter how well you look after your IT systems, hardware failures can and will eventually happen. But it’s not always like you can easily determine whether an issue is software or hardware related. 

With our service desk outsourcing team, we aim to eliminate any obvious and less obvious software issues over the phone by taking you through troubleshooting steps. 

But at some stage, the diagnostic steps can become more complex, and that is where our agents can provide remote control assistance. This is where we remotely access your systems and do a deep-dive analysis to identify possible hardware issues. 

And if we find such problems, we can also arrange for a technician or engineer to visit your office and fix the problem.

Our team at Charlotte IT Solutions also offers expert support for common network issues that your staff may encounter. It can be frustrating and extremely unproductive to have staff arrive in the office and be unable to get access to files and emails due to network connection issues. 

In most cases, our troubleshooting procedures will resolve these issues on a client PC. But sometimes, the underlying issues can be down to incorrect access settings on different network systems. 

Our team can handle those cases as well by remotely handling user access administration. And by using outsourced help desk services in this way, you can free up your internal support staff and engineers to handle the bigger problems and projects.

The majority of modern businesses will have at least some reliance on mobile technology. These include smartphones and tablets but can also include specialized devices for managing sales and inventory. 

We have encountered many organizations where these mobile devices can bring operations to a standstill. These are typically not just devices to check emails and instant messages but can involve critical parts of your business. 

With our service desk outsourcing solution, you’ll have a partner who has the experience and expertise to deal with many common issues that your staff might encounter on their mobile devices.

It can be extremely satisfying to pick up the phone because of a frustrating problem and have a help desk agent guide you through the analysis and resolution in a matter of minutes. 

Not only does it feel great to deal quickly with problems, but your productivity won’t suffer either. 

One way of making that process even more efficient is to allow a help desk agent to remotely access your PC and solve the problem. Rather than spend several minutes explaining what button to click and which menu options to choose, our service desk outsourcing team can do this in a way that’s practically like having someone come to your desk to fix a problem for you. 

This can drastically speed up the resolution process and means that your staff spends even less time on a phone trying to resolve problems.

In addition to all the common off-the-shelf software that our help desk services can support, we also have experience and expertise in specialized industries. 

Our team supports businesses in health care, financial services, dental practices, public and private schools, and manufacturing businesses. That has given us a unique perspective into many specialized systems so that gives our clients the confidence they need in our help desk outsourcing team.