In today’s dynamic and volatile business landscape, agility and competitiveness are prized characteristics. Yet, most organizations struggle to operate their IT environment efficiently because of the complex nature of modern systems and the surging expectations of users.
With new tools and technology trends constantly being integrated into the IT ecosystem, maintaining uptime and availability, meeting security and data governance requirements, and ensuring business continuity doesn’t come easy.
To ensure the stability and continuity of mission-critical business applications, they need to offload the stress of day-to-day IT operations management and user support to a skilled partner. Outsourcing the IT helpdesk function to a qualified and experienced partner can enable businesses to augment their IT’s ability to respond to incidents, requests, and ongoing upgrades. It can empower employees to deliver their best performance without having to worry about their ability (or inability) to use enterprise tools and technologies as necessary.
In today’s hybrid workplace environment, IT helpdesks need to be more intelligent and accessible. They must have the ability to streamline end-to-end operations management, ensure timely security updates, and reduce manpower costs. They must also ensure successful service delivery by aligning IT operations with business performance. The true test is how users rate the hand-holding and support they receive from the helpdesk.
Here are the top 10 reasons why modern businesses must consider outsourcing their IT helpdesk:
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Robust foundation: An IT Helpdesk Outsourcing partner can play a huge role in setting up a robust helpdesk foundation. They can carry out detailed research on business requirements along with an evaluation of current processes. Through successful proof-of-concept and technology testing, they can set up a state-of-the-art helpdesk infrastructure and implement the best-fit enterprise tools and technologies that perfectly match business needs.
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Centers of excellence: Outsourcing partners enable access to a pool of skilled professionals with varied experience and expertise in various technologies and IT domains. Multiple centers of excellence across consulting, innovation, and knowledge management services aligned with industry best practices allow access to a broader skill set that may not be available in-house or difficult to acquire from the market.
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Ability to focus on core business: IT Helpdesk Outsourcing allows businesses to concentrate on their core business functions, leaving the complexity of IT support to specialists. Since experts take care of every aspect of IT management, including technology upgrades for major and minor releases, application, cloud, and platform migration, it can lead to increased productivity and efficiency across primary business operations.
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Cost savings: An IT Helpdesk Outsourcing partner offers IT helpdesk outsourcing services via a pay-as-you-go model. This fully managed service can prove to be extremely cost-effective for businesses. Automation-led IT operations management reduces manpower costs, ensuring optimal utilization of IT assets. Organizations can avoid the costs of investing in complex helpdesk infrastructure, resources, or additional technology while also making the most of operational, financial, and analytical reporting capabilities.
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24/7 support: Helpdesk outsourcing providers offer a range of L1/L2/L3 support around the clock. From end-user support to production monitoring, bug fixes, maintenance, and enhancements, and more. Such 24/7 support ensures IT issues are addressed as they emerge, even outside regular working hours.
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Improved risk mitigation: An IT Helpdesk Outsourcing partner can also help fix application and data quality issues to ensure compliance and mitigate risk. The partner can also efficiently deal with operational risks associated with managing an IT helpdesk, such as staff turnover, technology obsolescence, and regulatory concerns.
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Faster response times: Outsourcing partners often establish and stick to pre-defined and mutually agreed-upon metrics and Service Level Agreements (SLAs). These SLAs can play a major role in enhancing data and application availability and ensuring timely security updates. By offering the required level of performance and responsiveness, partners can not only improve response times but also service levels for end-users.
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Global presence: Most outsourcing providers today operate via a global delivery model. This means businesses with offices and users across the world can receive the same level and consistency of support via a unified helpdesk platform. With resources available across different regions, the outsourcing partner can provide both localized and global support, cater to cultural requirements, and enhance business continuity.
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On-demand scalability: IT Helpdesk Outsourcing partners offer a range of flexible services to adapt to changing business requirements. They can also seamlessly scale support up or down in response to market fluctuations, without the challenges of hiring or downsizing internally.
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ITIL–focus: Outsourcing partners have an unrelenting focus on superior client experience and tangible business outcomes. When combined with robust delivery capability, an ITIL core, and a strong partner ecosystem, they make the right technology and architecture choices and ensure consistent service delivery across multiple geographies.
Drive Tangible Business Results with Trinus
The reliance on technology to conduct business operations is increasing with each passing day. The performance of modern employees, especially in the age of hybrid work, is inextricably tied to their ability to use technology easily and completely. As it happens, while modern IT tools help in improving workforce productivity and efficiency, they also bring about the challenges of day-to-day management, constrained usability, and challenging access conditions.
The lack of a robust IT helpdesk can become the weak link that drags enterprises down. It can lengthen response times, impact system availability and uptime, and also impact employee morale and satisfaction.
If you want to resolve issues quicker, reduce costs, and enable your in-house IT teams to focus on strategic priorities, you must consider outsourcing your IT helpdesk. Learn how Managed Services by Trinus can help you drive tangible business results via a robust delivery framework and standardized processes.