Help Desk Outsourcing

Many companies are looking for ways to cut costs and improve efficiencies and their Help Desk frequently provides opportunities to do both. While they may realize their Help Desk is valuable to operations, they may have trouble determining/quantifying its return on investment. To that end, companies have looked to Dataline to assume the responsibilities and deliverables of their Help Desk service, so they can gain the benefits listed below:

Our leveraged infrastructure to reduce your operating costs

Re-focus of your resources on business critical issues

Increased end user satisfaction with a dedicated Help Desk environment

Scalable environment to handle the peaks and valleys of call volume

Valuable office space gained back for other uses

We begin with our Help Desk Outsourcing Questionnaire, which helps frame the scope and deliverables for each unique Help Desk. These answers not only help us provide a pricing model and Service Level Agreement draft, but also help you gain more clarity on your current environment.

Once an agreement has been reached, Dataline’s Help Desk Practice resources work with you on many critical aspects, to include:

A transition plan to ensure minimal interruption of services to your users

Performance metrics to gauge the effectiveness of the Help Desk

Call flows, problem handling, and escalation procedures

Career opportunities for your existing Help Desk staff if interested

Technology options to enhance the end user experience

If you are interested in learning more about this service, please contact bob.wooten@datalinecs.com. He is an acknowledged expert in the Help Desk field with many years of direct experience and author of a book on Help Desk practices. He will work with you to determine if Help Desk outsourcing is a good fit for your organization.