A help desk provides technical support for employees or clients, or both. The help desks takes inbound phone calls, emails or monitoring alerts, addresses the users concerns and tries to resolve the problem. Help desks focus primarily on technical issues, such as issues with an employee’s computer, or with networks, systems, software and connectivity. Some companies choose to outsource their help desk. Outsourcing has several advantages.
- Flexible Hours
If your business runs on a traditional 9-to-5 day, you may not have employees readily available to work the help desk outside of these times. Clients or other employees who call in for assistance after hours will go to a voice mail, which can lead to frustration and complaints. By outsourcing workers from a 24×7 help desk organisation, you can provide 24-hour support from a live support agent.
Having extra help desk resources on a flexible or scalable model offers the freedom of a workforce available to expand to the volume of support you need to offer your employees or clients at any given time. You can quickly upscale without the burden of needing to go through a lengthy and expensive recruitment drive
- Reduced Cost
Many companies that provide outsourcing teams offer these services at a reduced rate. Utilising staff from these companies will cost less than directly employing in-house staff. If you outsource your help desk on a contract basis, you will not have to provide the benefit packages or other perks in-house staff receives, further reducing costs.
- Easier Management
If you outsource the help desk through a specialist company, it will do most of the work for you. The third-party company recruits and hires employees, reducing the stress on your in-house human resources department. When an employee leaves, the company will find and train a replacement, saving you in recruiting costs. The company will also manage the employees including tracking time worked, missed days or performance issues.
- Higher Profit Margin
When a company has an inadequate help desk, it creates customer dissatisfaction. A customer wants to be able to call in at any hour, speak to someone directly and resolve the problem quickly. By having a 24-hour fully trained help desk, you meet the client’s needs. A happy client will stay with your company longer and may do more business with you, which will increase your profits.
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Microtechs 24×7 outsourced help desk as a service.
Microtechs Outsourced white label Service Desk and NOC solutions provide the right level of support for you. 24/7 access to a client-specific 1st and 2nd line teams, scalable models to meet your requirements, proactive monitoring and alerting, backed up by a state-of-the-art service desk infrastructure.
Our partners approach Microtechs as they are looking to team with a fully flexible, UK based support team. We are all based from one office in Surrey and tailor our services to dovetail to your individual requirements. Our client-specific 1st and 2nd line teams can monitor your servers and support queue (email, alert or phone) 24/7 or just as overflow. When a new incident comes in, we work to resolve the issue and respond to your customers through phone or your support system, thereby maintaining 100% transparent support. This includes 3rd party escalations and incident management.
Headquartered in Guildford, Surrey, where we run a Technical contact centre. Microtechs are operational between 24 hours a day, 7 days a week, and 365 days a year. The technical contact centre is staffed by fully trained 1st, 2nd line support teams.
Organically evolving across a multitude of technology platforms we provide a variety of outsourcing solutions for businesses, whether it’s for 24/7 Help desk Services, Bespoke Software Support, Specialist Wi- Fi Support, Telecoms and Broadband Support or Direct IT Support. So, what does all this mean for your business and customers? Increased up-time, reduced costs (in some cases by more than 40%), lower overheads, incident reduction and continual service improvements – all managed by Microtechs.
We are now fully booked for new services to launch before March 2020. It’s been exceptionally busy for us this quarter and we are excited to be already planning new services launching in Spring 2020! Get in touch today to see what all the fuss is about! 01483 407417