Help Desk Outsourcing
Offshore help desks can help small companies leverage the power of large internal support structures. If your business hopes to increase the level of employee assistance, turning to an outsourced solution might the most cost-effective means of success. Third party help desk providers can take provide a friendly resource to employees by making use of your basic competencies and best practices, while at the same time, providing your staff or patrons a gratifying help desk experience. At its core, help desk outsourcing can help you develop predictable, measurable, issue tracking and management.
How Offshore Help Desks Work
Help desks serve a variety of functions. Perhaps, they are most commonly thought of as an internal informational resource to company employees. Employees can simply call up the help desk whenever they need to troubleshoot a technical problem, and a friendly support rep will be there to help them resolve their particular issue. Most companies utilize these services to define a single point of contact, leverage company best practices, and to ensure that employees time is not squandered as the result of various computer issues.
Your help desk will have a supervisor or manager on hand to maintain levels of support. This individual will handle any issues related to your technical requirements, and assign tasks to the support staff on hand. This can be done either manually, or technically, through ACD software programs. Request routing will follow the system set in place by the manager of issue tracking system.
Effective help desk managers will give you the information and facts necessary to detect employee or customer dilemmas, predict training demands, and ultimately boost response times to your clients.
Levels of Support
High-volume help desks break support inquiries down into different levels of service requirements, and assign a trouble ticket based on the type of question at hand.
Level one support generally refers to phone or voice based support. These questions can usually be answered through FAQs, or simple common rebuttals.
Large help desks typically give a problem the “level two” classification if it requires in person assistance, or is unique to an employees local computer.
Level three usually indicates a bigger support problem, and can include concerns related to a specific software installation, or bugs and viruses.