Your Service Desk is likely to be your company’s first point of contact with customers; your agents are the people your customers will most often work with when there’s a problem.

To the customer calling in, that this agent is your company, and if they’re not knowledgeable or helpful, the customer is likely to think your company isn’t, either.

There is always debate on the merits of outsourcing the Service Desk. Ultimately it depends on  whether outsourcing makes sense for your business or not.

• Increased Flexibility: Whether your business needs nine-to-five or around-the-clock support, outsourcing the service desk gives you the flexibility to scale up or down based on what your business demands.

• Reduced Operational Cost:  When you invest in creating a best-in-class Service Desk within your organization, you are likely to be investing significant amounts that its’ much harder to prove ROI on investment internally than enjoying the immediate cost efficiencies of outsourcing the function.

• Easier management: Managing Service Desks, an industry with a high degree of churn poses its own challenges. As an IT manager focused on bringing increased value to the business, your attention should be squarely on how IT can enable the business to do better. Instead, many in-house Service Desk managers get caught up in the day-to-day management rather than the improvement of service delivery.

Outsourcing may or may not work for your organization, in most cases it does.  Your decision, however, needs to be governed by the realities of your business and the needs of your customers/end-users.

Gavin Cooper

Head of Global Marketing
GSS Infotech

Reach me at:
gavin.cooper@gssinfotech.com
Phone: + 1 518-724 3138