Should You Outsource Your Help Desk

 

Many IT managers dream of entrusting their in-house helpdesk to an outsourcing provider. Others fear that it is the worst that can happen. In the new era, bring your device (BYOD), it's a more significant decision.

In the boardroom and on the board, the notion of offloading a significant portion of IT operations to third parties creates fantasies of huge savings that will drive results. Many CIOs imagine that outsourcing technical support will allow them to redirect their IT teams and resources to higher-level tasks, more focused on necessary business skills. They even think about providing routine projects, like desktop updates, to the tech support provider, freeing up even more resources.

Other senior IT executives have a more troubling view of disappointing service, dissatisfied end users, IT disruption, and intangible costs that undermine the supposed efficiencies that help with office outsourcing can bring. Deeper into the IT organization, outsourcing technical support is often seen as a nightmare. The biggest fear is that senior management will start mass layoffs to get savings immediately, while minor concerns include the need to clean up the work of others.

Each of these dreams is grounded in reality. Since an organization decides to use third-party technical support and searches for one, then creates and maintains the relationship, everyone determines what type of dream comes true.

Evolution of help desk outsourcing

IT outsourcing is a huge category, and technical support is only a small but essential part. Other forms of IT outsourcing may include transferring entire data centers to third parties or perhaps limited to third parties that may cover corporate networks and applications. Technical support is often one of the first service companies to outsource and sometimes acts as a pilot for outsourced tracking services. It is also important to note the often blurred difference between outsourcing, which simply means that third parties provide a service and outsourcing, which says explicitly that the service is provided by a company abroad, presumably with significantly higher labor costs .

At the same time, the cloud is interfering with traditional definitions of outsourcing. Desktop as a service (DaaS) and other types of cloud-based virtual desktops represent new ways for non-traditional players to offer services that overlap with traditional technical support. Gartner Inc. recognized this in its latest Magic Quadrant report on the subject. Gartner's influential Magic Quadrants position providers along the x and y axes to show the strength and relative breadth of multiplayer.

In its 2013 report, Gartner consolidated the Magic Desk and Help Desk quadrants to reflect changes in support services. In the text of the quadrant report that Gartner now calls the "Magic Quadrant for End-User Outsourcing Services, North America," Gartner analyst David Ackerman and two colleagues highlighted the primary sources of development for the category.

"An evolving workforce model, more mobile and more virtual than ever will continue to challenge traditional work models and IT service delivery approaches," said Ackerman and co-authors William Maurer. And Bryan. Britz. “The net impact will be increased demand for call center features and continued growth in support for mobile devices. These factors will also drive the growth of cloud printing and storage services. We see that BYOD is accelerating. .. quickly in North America over the next three years. "

Read More - Help Desk Services

HIGHLY SKILLED IT HELP DESK PROBLEM SOLVERS

Technical support HelpDesk Services and outsourced technical support teams are the human faces behind the scenes of your company's support system. CGS specialized support agents have advanced degrees and certifications. They receive extensive training to deal with technical problems and resolve problems quickly. They are professional, competent, and efficient. Our IT support agents solve the issues, not the script readers. Our agents have the perfect combination of technical and interpersonal skills.

We prepare our team to face the rapid evolution of technologies and business needs. We do this so that your employees receive consistent, reliable, personalized, and enjoyable technical support. We always strive to go beyond KPIs, such as response speed and first call resolution. We don't just solve problems quickly; we guarantee the quality reputation of your company.

Profile of CGS specialists:

Speak the languages ​​of more than 2.25 billion people.

Entrepreneurial culture

70% have a university degree or advanced certificate in the support area

Mix of technical and service skills.

SUPPORT OPTIONS FOR THE FLEXIBLE CALL CENTER

CGS understands that a solution does not work for everyone. We adapt our solutions to meet the basic needs of each business. We cover you on land or abroad, multilingual support services, 24 hours a day, seven days a week, 365 days a week, or after the overflow. We support employees anywhere, on any device. We can provide recommendations for ticketing tools, use our proprietary system, or work with your internal network.

We are investing in automation and artificial intelligence technologies to help our agents. This allows them to perform tasks faster and with greater precision. The AI ​​technology we use reduces repetitive tasks and automates routine employee queries. By improving productivity, CGS allows support representatives to spend more time on more complex tasks, those who require empathy and problem-solving.

Our technical support solutions include:

Remote control socket (RTO)

POS support

Hardware troubleshooting

Software support

Operational and logistical support

Mobile and BYOD support

Assistance in the field

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Best Ways a Help Desk Can Help You

What is help software

Help Desk Services software can help companies solve technology problems faster and help IT departments work more efficiently. As simplified, help is needed to organize information, streamline workflows, and eliminate many manual processes. With assistive software (usually a subset of service software), no IT support specialist should work to record things manually, search through disorganized emails to get to the bottom of a problem, track the state the problem manually or let requests escape.

The help system automates a smooth workflow of problematic issues, centralizes information, and keeps everyone informed through email alerts. And, instead of having to follow support for help, employees can simply submit a ticket to the support team by email or via a customizable web form. They help software will automatically receive, record, and assign the items to the appropriate 

Help Desk Services technicians, making the process more convenient for everyone involved.

Not only do they help offices simplify communication, but they also keep detailed records of all issues submitted, making it easy to keep track of updates and reports on what has been done (useful for end-of-job reviews. 'year). As you can see, there are many ways in which an assistant can make your life and your business more productive. It's no wonder that using assistive software is considered one of the best IT practices that can benefit almost any market. Here are ten great help programs that can make your office and IT life easier:

How helpdesk helps you

Work more efficiently

Office employees can submit problems and solve technical issues faster, allowing everyone to spend more time being productive and less time moving their thumbs. IT employees spend less time on unnecessary manual processes, freeing up valuable time for larger jobs.

Smarter multitasking, even on the go

Technical support systems make it easy for IT professionals to classify and prioritize problems, allowing them to better sequence the issues they work on. For example, a technician may want to handle several similar problems in one trip from the server room, making the most of their time.

One place for all IT requests

Most technical support systems include a user portal that gives users a single location to create tickets, views the status of open issues, and close tickets once they are resolved. A portal can also be used to transmit important information to users (such as planned downtime), which can reduce unnecessary cards.

Customize to meet your needs

At a basic level, a support ticket includes a title and a description of each problem. For more detailed information and better categorization, a company can create custom fields, such as apartment, construction site, floor number, or preference for peanut butter ... and generate reports based on them. Data

Analyze IT trends, improve overall workflow

Since Help Desk Services can help you track metrics, such as average time spent resolving tickets, IT managers can run detailed reports to find directions. For example, if you think that a particular technology is perfect for a specific task, you can give them all the associated tickets for maximum efficiency.

Prioritize important tasks

Different tickets guarantee different answers, depending on their severity. Replacing an old mouse with a person is much less critical than repairing a failed server that affects the entire enterprise. With a technical support system, technicians can quickly prioritize and classify tickets, allowing high-severity cards to be processed rapidly and less often left behind.

Automatic allocation of technical support tickets

The best-specialized support software can analyze cards and automatically assign problems based on specific criteria. For example, you can send all hardware problems to Steve and all software problems to Bob. Or you can attach all accounting or marketing tickets to Sally and each ticket with the word "password" to Mary.

Reasons Why Data Recovery Are Crucial For Your Business

We hope that data recovery is never necessary. If you simply make the mistake of removing essential software or losing everything during a computer failure, this valuable information may seem lost forever. But, if you have quality and complete data recovery software on your computer or through the system, you can be sure that it is backed up and exists even if these things happen to you. This can be very important when it comes to protecting your business or your personal information.

What people don't realize is that there are many ways things can go wrong on their computers. If you are responsible for the computers of a large company, a small business, or even your personal computer, it is essential to have a way to restore the information in case a problem arises. Here are some things that can happen to you at any time, even now. Your computer can run slowly or be loaded with powerful spyware that can destroy files, transmit personal data, or worse, crash your computer. Suddenly he was gone. Or else, you could work fine without worrying about the world and bam! A surge, a thunderstorm, or something else happens, and it all ends.

There are many other ways to lose all personal data stored on your computer. You don't even have to have programs running to lose it. However, many people mistakenly believe that this will not happen to them and therefore do nothing to prevent this total loss. Data recovery is necessary to prevent this from happening. The strange thing is that the installation and use take only a few minutes and practically takes care of itself. It is also not very expensive. So why are more people not using data recovery? They just don't realize its importance. And it's a mistake we don't want to make. Data recovery is a necessity that all computer users have.

Read More - Managed Ransomware

24/7 Global Help Desk Support

HIGHLY ACTIVATED, HELPS TROUBLESHOOTING

Ithelp Technical support and external technical support teams are the human faces behind the scenes of your company's support system. CGS specialized support agents have advanced degrees and certifications. They receive extensive training to deal with technical problems and resolve problems quickly. They are professional, competent, and efficient. Our IT support agents solve problems, not script readers. Our agents have the perfect combination of technical and interpersonal skills.

We prepare our team to face the rapid evolution of technologies and business needs. We do this so that your employees receive consistent, reliable, personalized, and friendly technical support. We always strive to go beyond KPIs, such as the speed of response and resolution of the first call. We don't solve problems quickly; We guarantee the quality reputation of your company.

Profile of CGS specialists:

Speak the languages ​​of more than 2.25 billion people.

Entrepreneurial culture

70% have a university degree or an advanced certificate in the field of assistance.

A mix of technical and service skills.

SUPPORT OPTIONS FOR THE FLEXIBLE CALL CENTER

CGS understands that a solution does not work for everyone. We adapt our solutions to meet the basic needs of each business. We cover you on land or outside, 24x7x365, multilingual support services, after hours, or overflows. We support employees anywhere, on any device. We can provide recommendations for ticketing tools, use our proprietary system, or work with your internal network.

We are investing in automation and artificial intelligence technologies to ItHelp, our agents. This allows them to perform tasks faster and with greater precision. The AI ​​technology we use reduces repetitive tasks and automates routine employee queries. By improving productivity, CGS allows support representatives to spend more time on more complex tasks, those who require empathy and problem-solving.

Our technical support solutions include:

Remote control socket (RTO)

POS support

Hardware troubleshooting

Software support

Operational and logistical support

Mobile and BYOD support

Assistance in the field

Difference Between an IT Service Desk and a Helpdesk or Call Center

Businesses often use the terms "call center," "Helpdesk Services," and "customer service" interchangeably, which can be confusing. ITIL considers call centers and support services as limited types of services, offering only part of what a support service provides. With ITIL taking a service-centric perspective and focusing on IT, it makes sense. For many companies, the definition of ITIL does not correspond to operational practices, which makes the distinction much more complicated. Here are explanations of the technical support and contact center features to help you create a contrast to an IT service center.

Technical support

A help desk is a resource designed to provide the client or internal user with information and assistance related to the processes, products, and services of a company. The purpose of technical support is to provide a centralized resource for answering questions, solving problems, and providing solutions to known issues. Common examples of professional support services include specialized support centers, product/warranty support functions, benefits offices, and facility service centers. Technical support can be provided through a variety of channels, including physical locations, toll-free numbers, websites, instant messages, or email.

Call center

A call center or contact center is a central point to manage contacts and interactions with customers. Office responsible for handling a large number of requests, usually by phone (but may also include letters, faxes, social media, instant messages, or emails). Inbound call centers are often used for product support, customer service, order processing, and phone service 24 hours a day, seven days a week. Outgoing call centers are used for telemarketing, debt collection, and market research. A company may have multiple call centers that support different parts of business operations (including IT) and can be managed internally or through an external agency.

As you can see, there are many overlaps between the definitions of the helpdesk, call center, and IT services. The distinction between them focuses on the scope of what the function covers and the way they are structured:

A helpdesk focuses on providing "help" and "fault repair" assistance. Support services do not need to focus on IT and can be used to support exceptions to normal business operations. They can be physical locations that interact directly with applicants in person or remote/virtual areas using technologies such as telephone, email, chat, and other technologies to facilitate virtual interaction.

Call centers are the most comprehensive in the scope of the issues they cover, including technical and non-technical subjects. Call centers do not personally interact with applicants and always involve some form of intermediate technology to facilitate participation.

IT service offices focus only on supporting IT services but deal with responsive "help" services and routine tasks such as provisioning resources, managing access, etc. IT service desks can be physical locations that users can visit in person or remotely, such as a call center. ITIL experts can say that technical support is tactical, while technical support is strategic; It varies from organization to organization.

Advantages of Managed Dedicated Server

A dedicated hosting server is an Internet hosting server that is not shared with anyone else. Unlike the shared hosting server, it is a fully dedicated server and a completely secure system, since the company essentially has full control over the server, including the operating system, hardware, etc. .

The dedicated ManagedServer is an ideal hosting service for an organization to fully function with the online application system of the entire organization and an online presence with high traffic. Organizations can benefit greatly from the use of a dedicated hosting server. But, the price is a little higher than other traditional servers. This is the reason why the dedicated hosting server is used by corporate websites that regularly require a high volume of traffic. Most shared hosting plans are disorganized and must wait a long time to solve a problem. But the dedicated managed hosting server ensures that problems do not happen again, solving the problem quickly.

This is why, when it comes to managing a business or a website via the hosting service, managed hosting of Managed Dedicated Servers is the most advanced and powerful solution. And because dedicated managed hosting offers so many benefits, this server is popular and used by most large companies. The main advantages offered by managed dedicated hosting are:

First of all, unlike the shared hosting server, dedicated management hosting is extremely secure, because the organization has full power to manage the entire server. In addition, this is not shared with anyone. The dedicated hosting server provides security in maintaining calls, separating data and protecting other servers from hackers. Sometimes a malware problem can occur on an email server and only a dedicated server can fix it instantly. All of these services are the main components of a website. A dedicated managed host has the ability to resolve any issues to keep your online presence fast and active. This is why the security advantage is very important for a business.

Second, the managed dedicated hosting server is flexible and evolves according to different requirements. And web hosting outsourcing has the ability to use the right tools as needed. The dedicated hosting server allows a company to generate revenue and develop its activities and, therefore, develop its customers. Unlike other hosting services, the dedicated hosting server can help improve the business level at high speed and help customers instantly. In addition, a dedicated hosting server allows you to quickly solve all problems 24 hours a day, thanks to the new features.