Should You Outsource Your Help Desk or Keep It In-House?
Technology has fundamentally changed the way educational organizations function. With its infiltration in all walks of educational experience, there is an increased reliance on IT processes, including customer service. Educational institutions market their robust IT support frameworks to lure prospective students and retain the enrolled ones. Good IT environment is a significant criterion for potential students while choosing an institution. All in all, strong technological structures are important for students as well as educational institutions.
With the increasing importance of technology’s role in the educational sphere, more and more organizations are outsourcing help desk support. Hiring on-site staff is costlier compared to using outsourced services. The onus is on you to maintain a higher Return On Investment. Besides, you are responsible for your staff’s productivity. Thus, outsourcing help desk support is a better alternative than keeping it in-house.
Let’s us find out other benefits of outsourcing help desk support:
An efficient and cost-effective option:
Outsourcing help desk support proves to be quite cost-effective as the user institution doesn’t have to invest in specialized equipment required to establish a robust IT environment. The vendor already has all the IT tools required. Outsourcing IT support is a more efficient way of providing IT support as the vendor brings in the professional experience of handling support requests while leaving the in-house staff free to focus on the core competencies.
A better option for tier 1 support
It makes no sense to ask your IT engineers to solve Tier 1 support requests. It would be a total wastage of important resources’ time. That’s why companies that are growing rapidly prefer to outsource their tier 1 support rather than employing their specialized staff in addressing them.
Increases productivity
By taking the bulk of tier 1 requests off the table, a vendor leaves your in-house IT staff free to focus on your institutional objectives, making them more productive for your organization. When your IT staff is more focused on important tasks at hand, earnings are likely to follow. Increased revenue for the organization, in turn, will offset the outsourcing costs.
Helps streamline the help desk support
When you Outsource Your Help Desk Support, the whole IT infrastructure becomes streamlined. There are well-defined support processes. Your end-users have a clear idea about whom to reach out to for the resolution of their requests. Thus, outsourcing your IT Helpdesk is a better option than keeping it in-house.
BlackBeltHelp – Helping organizations accelerate student success!
BlackBeltHelp has been a leading help desk services and products company in the US higher education sector for the past seven years. We help organizations cut help desk costs by leveraging innovative technologies. With clients like Colorado Community College System, Los Angeles Community College District, CCCTC, California State University; we are providing support to 200+ educational institutions across the US and Canada.
To learn more about how BlackBeltHelp can help your organization cut help desk costs or why you should consider us while outsourcing your help desk support, drop us an email at sales@blackbelthelp.com or call 844-255-2358.
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.