IT Managed Services Blog

While putting together a list of what essential components comprise the ideal service desk support company, we couldn’t help but think in terms of the ingredients of a favorite recipe. After all, like the metaphor implies, not only should your service desk offer substance, but it should really satisfy.

Myth #7
Outsourcing is not needed because the internal IT department currently receives no complaints from end-users. A lack of user complaints does not necessarily mean all systems are running efficiently and effectively. Often, users can be unhappy, but management may be unaware of this. When users are frustrated and do not know how to find help, they seek other means of support, such as questioning colleagues, browsing the Web, or trial and error. Unfortunately, these efforts can increase downtime and decrease productivity for everyone concerned. Such “hidden costs” can be as much as 25 percent of the entire IT budget.

How telecommuting benefits the employee and the employer

Managing an effective service desk involves relying heavily on metrics that are typically outlined in service level agreements. Within our industry there are still debates about which measurements are the most important.  Average Speed to Answer (ASA) for inbound calls seems to be most stressed; however, if agents answer the phone in 10 seconds merely to redirect the issue to someone else, then where is the real value? 

Myth #6
A firm needs to be in “top shape” before considering an outsourcer for the help desk support function. Most firms decide to outsource because they know their help desk isn’t functioning effectively. Engaging experts in the help desk industry can resolve inefficiencies and other issues more quickly than if internal resources are charged with bettering the system before bringing in outside help. By adopting the outsourcer’s technology, ITIL framework and processes, and knowledge of best practices, many firms experience speedy improvements in the support offered. A comprehensive discovery and implementation phase will ensure support training is thorough; the procedures for escalations, routing and notifications are correctly established; help desk documentation is accurate; and testing is complete. An outsourcer also can introduce process improvements in many areas, including those addressing regulatory standards for compliance.

Although most organizations come to the conclusion that outsourcing their help desk support will improve operations from a cost savings and productivity standpoint, many of them are then faced with the question of which solution delivery model will best fit their business goals. In general, help desk support providers offer two options for handling calls either by assigning a dedicated service desk team or by leveraging shared or pooled resources among their help desk staff. Since both solution delivery models come with their own inherent benefits, it makes sense to review these advantages before deciding which will most positively impact your organization.

Myth #5

Contracting an outside vendor for help desk support will result in backlash from technicians and end users. A consensus should be reached before an outsourcing decision is made.

Advances in computer hardware have allowed many users to work from home or other remote locations. While this situation has led to greater employee job satisfaction and increased company loyalty, it has also created the problem of fixing the technology when it fails to operate properly.

During traditional IT call center helpdesk services training, agents are often advised to answer questions and troubleshoot technical issues within a certain amount time referred to as the "average talk time" per call. Average talk time is a service desk Key Performance Indicator (KPI) that measures the average amount of time an individual IT support agent typically needs to quickly and efficiently handle a call. Companies compare the individual agent’s KPIs with others on a grading scale both to determine the hourly and daily return on investment for existing service desk support staff and to rate the agent’s performance.

Although an agent's strict adherence to this statistical benchmark makes it possible to offer a large pool of customers helpdesk services each hour, IT call center satisfaction surveys show an inverse correlation with low average talk times as customers find the call handling style of the fastest agents impersonal and rushed. Additionally, an agent's attempt to handle a call within this time frame often results in an increase in mishandled calls, customer callbacks, and service complaints.

These results should surprise no one. In the healthcare industry, doctors have seen similar patterns of dissatisfaction over the years in patient office visit surveys. Intelligent and highly skilled doctors who rush appointments are seen as unfriendly or impatient. A doctor's attempt to quickly handle a patient often results in a patient seeking a second opinion, as well as an increase in complaints from patients who feel they wasted their time or that a rushed doctor didn't listen to them. On the other hand, survey results show that patient satisfaction increases when doctors take as much time as necessary to get to know their patients and understand their health concerns.

How should a company apply this approach to IT helpdesk services? Service desks should ensure that every agent take a more customer centered approach and use an average talk time number as a guideline and not a strict rule. An agent should also use small talk to get to know a customer, and repeat key points a customer makes to show that the agent is listening and attempting to understand. Like the best doctor and patient relationships, an agent who uses a friendly and helpful bedside manner can make a customer feel that he and his issues are important and that the agent is completely invested in bettering the situation.

Myth #4

If the resolution rate of the internal help desk is sufficient, there is no reason to consider outsourcing. While resolving user issues is a critical help desk function, it is only part of the value a help desk provides. The help desk is a repository of data reflecting all activity within an IT organization. With the right tracking tools and reporting mechanisms in place, an outsourcer can provide CIOs with meaningful information affecting business goals, priorities, and objectives. When the help desk serves as a single point of contact, it becomes a powerful tool in the decision-making process. Another reason to consider a vendor-provided help desk solution is the added benefit of working with professionals who have experienced many diverse environments and are knowledgeable about a broad range of tried and tested solutions and strategies.