5 Reasons Why You Should Outsource Your IT Help Desk
Outsourced IT support frees up your IT staff to strategize revenue-generating ideas and tend to various other tasks at hand. While you focus on your core competencies, your help desk addresses your end-users’ challenges. Their issues are handled by industry experts using the latest technology which increases your customer satisfaction rates and helps your business flourish. When you cannot be there for your end-users, your help desk is. Listed below are five reasons why you should outsource your IT help desk:
Round-the-clock support:
As an educational institution, your working hours aren’t limited to a 9 to 5 timeline. Your students, faculty, or staff might encounter some technical issues after normal business hours. A professional help desk ensures that your end-users have access to support round-the-clock. Unavailability of after-hours support can lead to unhappy customers and one unhappy customer can cost you many. When you outsource IT help desk support, you make sure that your customers’ problems will be heard and resolved immediately.
Faster resolution of end-users’ issues:
If you have professional help desk support, downtimes can be minimized considerably. There are no backlogs as the end-users’ issues are resolved as soon as they arise. Immediate resolution of your customers’ technical issues also increases your customer satisfaction rates.
Technical expertise:
While you may have IT staff who are adept at their jobs, outsourcing help desk support proves more cost-effective and comes with greater expertise. While your IT people might want to deliver faster solutions, they are not always equipped to do so. Finding a vendor that specializes in the industry relevant to you gives you an edge over your competitors. A professional help desk has all the right tools and technology which are crucial for solving your end-users’ technical problems.
Cost-effective solution:
While hiring a professional help desk might seem like an expensive investment, it is far cheaper than hiring regular IT staff for handling those particular issues. Besides, when you Outsource IT Help Desk Support, you let your staff focus on the tasks they were hired for. You don’t have to disturb their workflow and take them off of their business priorities to resolve issues that can easily be solved by the help desk agents.
Personnel management:
Well, when you outsource help desk support, you no longer have to worry about hiring or firing people. Your help desk vendor does the job for you based on what’s best for your business and what is in sync with your company culture. Professional vendors always have SMEs in the pipeline in case they have to replace or let someone go. In case of exigencies, your help desk has ample resources to address and resolve them at the earliest.
Basically, outsourcing your help desk helps you cut down IT costs while increasing your customer satisfaction rates.
Anthony Banford is an esteemed executive with 19 years of experience in technology, consulting, and education. He begins his latest chapter as Chief Revenue Officer at BlackBeltHelp, aiming to innovate in the higher education support industry. His move follows a successful stint as Head of Revenue at StudentBridge since March 2023, where he significantly contributed to the company’s merger with Full Measure Education, enhancing its service offerings.
Todd Hollrah joins BlackBeltHelp bringing 25+ years of experience managing service delivery operations for several Fortune 500 clients around the globe. After a distinguished career as an executive in the BPO industry, Todd will provide critical insight into building an exceptional customer experience combining both live voice and automated solutions.
Inspired by a family computer that always needed fixing, Chris Uthe has submerged himself in business and technology for the last 20 years. His first company, a PC repair and networking business, was started at just 16 and successfully fueled a deep interest in solving problems as he helped business customers throughout his hometown adopt technology into their business. He would go on to successfully run a media & managed IT company before joining the Ed Tech industry with a successful 13-year tenure within an ERP/SIS company leading the Student Portal & Learning Management division. His last startup, EdSolio, helped to fuel the winds of competency-based education by providing a comprehensive view of a student’s work and achievements. Chris is now focused on creating successful learners by ensuring the highest quality help and support through the use of AI backed toolsets spending the last 3 years in the student engagement and support markets.
Quaiser Absar is the Chief Technology Officer and Director of Institutional Computing at Shenandoah University in Winchester, Virginia.
Bringing in over 2 decades of experience with him, Manish has ensured seamless operations in terms of client delivery, reporting & analytics, quality, training, and transitions with a special focus on technical integrations to help reduce costs and improve the bottom-line.
Anthony has served higher education in diverse, leadership roles for over 30 years and has helped organizations thrive through his expertise in developing, analyzing, and executing growth strategies. Prior to joining BlackBeltHelp, he served in College Administration as well as in leadership roles within Blackboard Student Services and Ellucian, Inc.
Accomplished IT Specialist and Manager with extensive experience in a higher education setting and demonstrated abilities to effectively manage both student and professional staff. Self-motivated problem solver, who is skilled in managing many issues and prioritizing their importance to find resolutions in a timely and effective manner. Possesses strong abilities to adapt to new technologies by extrapolating from existing experience. Possess first-rate communication and collaboration skills to work with diverse groups effectively.
Lila Buytendorp has been serving as the Director of User Services at Moraine Park Technical College (MPTC) since 2000. In this role she is responsible for staff & lab desktop computing and end user support. She guides and supports technology based on the curriculum needs and ensures technology is implemented to support the emerging needs of the college. She builds and supports integrated systems to improve efficiencies and uses technologies to support data-driven decision making. Lila is a member of the Capital Projects Planning and Design Committee to ensure new or remodeled facilities have appropriate technology.