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You have over 10 employees? If your business is growing and your internal IT team is stretched thin, this blog is for you. Service desk outsourcing can help you scale support, reduce costs, and improve service level performance. In this post, we’ll explain what service desk outsourcing is, how it works, and what to consider when choosing a provider. You’ll also learn how to outsource IT helpdesk operations effectively and what IT help desk companies can offer.
Service desk outsourcing means hiring an external company to manage your IT support operations. This includes handling user tickets, troubleshooting issues, and maintaining service level agreements. Instead of relying on an in-house team, businesses partner with an outsourcing provider to deliver consistent support.
For companies with more than 10 employees, managing technical support internally can become inefficient. As your team grows, so do the number of tickets and the need for faster response times. Outsourcing helps you maintain quality without overloading your internal staff.
Outsourcing your help desk involves more than just answering calls. It’s a structured service that supports your users, systems, and business goals.
Help desk services typically include phone, email, and chat support, ticket management, and basic troubleshooting. Some providers also offer remote desktop support and hardware diagnostics.
An in-house desk team gives you full control but can be costly and hard to scale. Outsourced service desk models offer flexibility, 24/7 coverage, and access to experienced help desk techs.
Look for a provider with experience in your industry, strong customer satisfaction ratings, and clear service level agreements. A good outsourcing provider should align with your business goals.
Efficient ticket systems are essential. They help track issues, prioritize tasks, and ensure nothing falls through the cracks. Automation can also speed up resolution times.
Your outsourced IT help desk should be able to handle both common and complex issues. This includes software errors, login problems, and connectivity issues.
Some service desk outsourcing companies also offer call center outsourcing solutions. This can centralize your customer support and IT help desk into one streamlined operation.
Top providers offer proactive monitoring to detect issues before they affect users. This reduces downtime and improves overall performance.
Outsourcing your IT helpdesk can offer several advantages:
As businesses expand, internal IT teams often struggle to keep up with the volume of support requests. Outsourced help desk services provide a scalable way to meet user needs without sacrificing quality.
In Chicago, Illinois and beyond, many companies are turning to managed services providers to handle their help desk operations. These providers offer consistent service, detailed reporting, and proactive support to keep systems running smoothly.
Outsourcing your IT service desk requires planning and clear communication. Here’s how to do it right.
Before choosing a provider, define what success looks like. Set clear service level goals for response times, resolution rates, and user satisfaction.
Compare providers based on experience, pricing, and support capabilities. Ask for references and review case studies.
Work with your provider to create a transition plan. This includes knowledge transfer, system access, and user communication.
Even with an outsourced desk team, your internal staff should understand how to escalate issues and collaborate with the provider.
Use dashboards and reports to track ticket volumes, resolution times, and customer satisfaction. Make adjustments as needed.
Schedule regular check-ins with your provider to review performance and discuss improvements.
Ensure the outsourced service desk supports your broader IT and business strategies. This keeps the partnership productive and relevant.
To get the most from your outsourcing investment, follow these best practices:
At AJTC, we understand the challenges that come with managing IT support in a growing business. Whether you're overwhelmed by tickets or need faster response times, our team is ready to help.
We offer outsourced IT help desk services tailored to your needs. From 24/7 support to proactive monitoring, we make sure your users get the help they need—when they need it. Let’s talk about how we can support your team.
Outsourcing your help desk support can reduce costs, improve response times, and give you access to experienced professionals. It also allows your internal team to focus on strategic tasks.
A reliable outsourcing provider will manage tickets efficiently and maintain high service level standards. This leads to better customer satisfaction and fewer disruptions.
A help desk outsourcing company typically uses a ticketing system to manage and resolve issues. Their technical support teams are trained to handle a wide range of problems.
They follow best practices, use automation tools, and provide proactive monitoring to prevent recurring issues. This ensures consistent and reliable support.
Yes, many businesses use a hybrid model. Your in-house team can handle strategic IT tasks while the outsourced service desk manages day-to-day support.
This setup improves efficiency and ensures that both urgent and routine issues are addressed quickly. It also helps maintain strong internal knowledge.
Look for providers with a strong track record, clear service level agreements, and experience in your industry. They should offer 24/7 support and detailed reporting.
Also, make sure they can integrate with your existing systems and provide proactive service. This helps maintain uptime and user satisfaction.
Call center outsourcing solutions focus on customer service and general inquiries, while helpdesk services handle IT-related issues and technical support.
Some providers offer both, allowing you to streamline support across departments. This can improve communication and reduce overhead.
An effective support team is responsive, knowledgeable, and well-trained. They should follow best practices and use automation to manage tickets efficiently.
Strong communication and a focus on customer satisfaction are also key. Regular training and performance reviews help maintain high standards.
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