Do your employees need a workstation, internet access and functioning software? If so, it is important that their IT issues are always resolved as quickly as possible. You can rely on a service provider for this, but do you opt for remote support or do you need IT experts within the confines of your company?
An IT service desk: no superfluous luxury
Not all end-user IT problems are as urgent or as complex, but everyone would like to get help quickly and efficiently. This is logical, because without the availability of IT, your employees will usually be unable to perform their tasks properly. An IT service desk is therefore no mere luxury.
Why outsource your IT help desk?
Organizing an efficient IT service desk yourself is impossible for most organizations. If end-user support is one of the many tasks for your internal IT staff, problems will inevitably remain unresolved. Frustrating for your employees and detrimental to productivity.
A remote IT service desk
A great solution is to rely on an external service provider for help desk services. Such an external partner can provide a guaranteed service with multi-level support. Your IT users thus gain access to very extensive expertise from a large number of experts - a service that you would not be able to provide yourself. Thanks to the economies of scale, your Managed Service Provider (MSP) can even provide round-the-clock support and you can be sure that your helpdesk is always staffed. That' s great peace of mind without having to make your own investments in desk space, technology and expertise. You pay a fixed cost for the service and you can also adapt it flexibly - downsizing or expanding - in accordance with your business needs.
Naturally, you must have sufficient confidence in your MSP to allow the external service desk staff to access your IT environment, including critical systems. For some organizations, that can be a hurdle. In addition, a "remote service" also means that it is not possible to literally go knocking on someone's door with questions or problems.
Or within the company walls anyway?
Another alternative is to use a Managed Service Provider to bring in a service desk team that will work exclusively for you within your company. In practice, that help desk team can gradually become part of the organization. Many employees like the direct visibility and the human contact. The physical presence of the hired IT experts can also make it easier to maintain local IT infrastructure.
A 'dedicated' service desk team in your company does require an investment, but even with this approach you benefit from typical Managed Services advantages: a flexible service, predictable costs, guaranteed service based on SLAs and access to very broad expertise.