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Three Warning Signs Your IT Help Desk Could Be Outsourced

Gil Cattelain


April 24, 2015 10:50 am






As an IT manager, you know that your company’s help desk is an integral part of your organization that should not be outsourced to a managed services provider.

Unfortunately, upper management does not share the same perspective. While you see a service that needs to stay in-house so that you can maintain control over your network’s security policies and have an easier time communicating with end users about issues related to connectivity, as well as application and device performance, upper management is looking to slash costs and increase efficiencies.

When considering the fact that last year about 32 percent of organizations outsourced their help desk operations to a managed services provider, it’s important to realize that your help desk could also be in the crosshairs if you don’t streamline tasks and reduce expenses.

Here are three warning signs your service desk could be outsourced:

There’s no clear-cut value: You and your team work hard to provision hardware and software to end users, maintain software licenses and resolve service tickets. Unfortunately, these tasks don’t have a proven value in terms of ROI. For this reason, your help desk appears to be eating up a great deal of your IT budget.

Service is slow: By the time an employee submits a service ticket to the IT department, his or her work has come to a halt due to a technical difficulty. The longer your department takes to respond to service tickets, the more your organization’s productivity suffers.

Employees complain about hardware and software: If employees are openly complaining about your business’s IT assets, it’s not a good sign for your department. Employees should have the proper the tools they need to do their jobs.

What’s the best way to overcome these problems and retain control of your help desk? The fully automated Novell Service Desk can solve all three of these problems. First and foremost, it allows IT managers to assign monetary value to IT services. Second, it allows for faster service ticket response times by facilitating an advanced self-help environment where workers can resolve their own issues without having to rely on the IT department. Last, it even makes applications and software assets available on demand, which means employees never have to wait to access critical resources.

Click here to review the top 5 reasons why you should consider Novell Service Desk!

Thanks for reading!

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