By Darin Enterline, Director, Managed Technology Solutions Service Center, Robert Half
In today’s fast-paced and dynamic business environment, companies are always looking for ways to streamline their operations and reduce costs — while also increasing efficiency, productivity and agility. They also want to make the best use of their valued technical talent. And they don’t want to risk delivering suboptimal experiences at a time when customers, internal and external, have little tolerance for poor service.
Partnering with a service desk solution provider is one strategy your organization can use to achieve all these objectives — and more. Here’s a quick look at five advantages your business can realize by rethinking, and improving, how your company supports its business and technology operations:
1. The ability to focus more on core objectives
Strategic engagement of a service desk solution provider can help free up your IT team to devote their skills to mission-critical business objectives. With another team of skilled professionals in place to handle some or all of your company’s technology support needs, there’s more time for strategic planning, business development and other critical tasks that can help drive growth and profitability.
2. Access to specialized expertise and knowledge
Service desk solution providers have a team of experienced IT professionals who possess the knowledge and expertise to manage complex IT operations. They are well-equipped to handle a wide range of IT issues, from simple software glitches to major system outages.
By partnering with a provider, companies can lean on the expertise of those specialized resources without having to invest in costly training or hiring additional staff for their own IT organization.
3. Cost savings — from infrastructure to personnel
Partnering with a service desk solution provider can be cost-effective for companies. Instead of investing in IT infrastructure and hiring an in-house IT team, companies can outsource various functions. (Plus, finding skilled tech talent for hire can be challenging in the current hiring environment. Consider recent data from the Bureau of Labor Statistics that shows the unemployment rate for help desk and desktop support specialists is just 3.0%, which is below the national rate.)
Service desk solution providers also typically offer flexible pricing options, allowing companies to pay only for the services they need. Additionally, providers can leverage economies of scale to offer IT services at a lower cost than companies would be able to achieve on their own.
4. A solution that scales with your business
As your business grows, your IT end user support needs may change. Service desk solution providers can help you adapt to these changes as quickly and smoothly as possible. They can also help you scale your IT resources up or down as needed, so your business can avoid making costly capital investments that may not be the right approach for the long term.
This flexible strategy is especially important if your organization, like many businesses today, wants to reduce complexity in your IT operations and take a more strategic approach overall to technology investments that can help support the rapidly emerging future of work.
5. Improved IT service quality
Service desk solution providers have a team of experienced technicians who can quickly and efficiently resolve technical issues to keep IT support ticket backlogs from mounting. This means your end users, wherever they are working from and even at the busiest teams, will receive faster and more reliable support. And that, in turn, leads to improved IT service quality and higher customer satisfaction.
A solution made for the modern workplace
If your business is struggling to keep pace with the demands of managing its IT infrastructure, responding to incidents timely and supporting end users effectively, partnering with a service desk solution provider is a viable solution. The same is true if your IT team is constantly in firefighting mode, dealing with technical issues that take their time and skills away from supporting core priorities and innovation that can add more value to your business.
You can also use this approach for as long as needed — and, as noted above, the solution can evolve along with your business. So, if you’re looking for a way to streamline your IT operations, increase your team’s productivity and improve business outcomes, it may be time to consider partnering with a service desk solution provider.
We can help
Robert Half, in collaboration with our global consulting subsidiary, Protiviti, can provide service center solutions that will integrate seamlessly with your own on-site service desk. You can also let our team of highly skilled professionals provide all the customer support functions your organization needs.
Follow Darin Enterline on LinkedIn.
