Managed Helpdesk Services: What They Are and Why They’re Important for Businesses

Managed helpdesk services are outsourced IT services that assist a business’s employees with technology-related technological issues or questions. By outsourcing these services, IT professionals can focus on core business activities and let a managed helpdesk team handle smaller, more technical issues.  

 As technology becomes more central and critical to all business operations, organizations must consider these implications when forming their team. An effective IT team can increase efficiency, improve scalability, and reduce costs.  

 Hiring an in-house helpdesk differs from a managed one because those employees work directly and only for you, whereas managed providers operate outside your company. They typically provide 24/7 services, meaning your employees can receive technical support both during and outside of operating hours.  

Managed helpdesk services provide troubleshooting and technical support to a company’s employees through a third-party provider. Services range from helping users reset passwords to identifying and repairing issues within a company’s network.  

 Helpdesks are responsible for three core competencies: 

 Resolving IT Issues: IT professionals address your organization’s technological issues. These can be simple issues that help a single employee or larger-scale problems that impact the entire organization. With a professionally managed helpdesk, your employees can spend more time on key operational activities. 

 Handling User Requests and Incidents: Users can submit tickets to their managed helpdesk team with technological requests or for assistance with incidents. These are typically categorized and addressed based on severity and complexity so the helpdesk team can optimize how it assigns members to tickets.

Monitoring and Managing IT Systems: On top of responding to issues and requests, a managed helpdesk can help ensure smooth operations for your business by monitoring and managing your IT systems. A major benefit of partnering with IT professionals is that they are trained to identify and resolve issues in your IT environment that can prevent future incidents.

A managed helpdesk team typically operates remotely, providing 24/7 assistance to your team. Support is divided into a multi-tier system based on the severity and complexity of the request.

1. Tier 1: A Tier 1 team resolves lower-level problems and can help answer basic questions about software. 

1. Tier 2: A Tier 2 team handles more complex technical issues. 

1. Tier 3: A Tier 3 team provides support for advanced incidents. They examine codes for underlying issues.  

1. Tier 4: The highest level of support requires an intervention from the software or hardware vendor.

Outsourcing your business’s helpdesk services allows your organization to grow while optimizing your resources. 

Cost Efficiency: Reduce costs associated with an in-house IT team while ensuring predictable monthly expenses. 

Increased Productivity: IT professionals will tackle technical issues, allowing your team to focus on core business activities. 

Scalability: Easily scale services up or down based on business needs. 

Access to Expertise: Leverage knowledge from IT experts without needing to hire full-time staff.  

 Proactive Support: Utilize preventative measures and monitoring to reduce downtime in your organization.

So, what are the benefits of outsourcing your organization’s helpdesk over hiring an internal team? 

24/7 Support: A managed team provides around-the-clock monitoring and issue resolution, not limited by standard operating hours.  

Minimized Downtime: Professionals deliver faster resolution times, leading to more uptime for your employees. 

Improve Employee Satisfaction: Employees will be free from frequent IT disruptions and can accomplish more during their workday.   

Enhanced Security: An outsourced team will ensure updates are completed regularly and adhere to best security practices. 

Basic Helpdesk: assistance with general troubleshooting and basic technical support. 

Advanced Support: able to resolve more in-depth IT issues, conduct system maintenance, and evaluate network management. 

On-Site Support: physical intervention for more complex IT issues. 

Remote Support: provide cloud-based management of IT systems from any location.

Because every business has different needs, you should find a managed provider that addresses your requirements. Here are some criteria to consider when choosing a managed helpdesk provider: 

Business Size: How big is your business? Different providers may cater to specific business sizes or industries. Make sure you find an MSP with the resources to cover your team. 

Evaluate Service Levels: What level of service does your business require? Ensure your provider offers the right SLAs (Service Level Agreements) for your business needs. 

Check for Customization: Does your business have unique needs? Look for a provider with flexible solutions that can be tailored to match your business model.  

Security and Compliance: Is your business secure? Find a provider that follows industry-standard security protocols to protect your business from security breaches and cyber-attacks.

Managed Helpdesk Services can transform your organization’s operations. With a reliable helpdesk team, your employees can quickly resolve their technological issues and focus on their work. This leads to a more positive and productive work environment.  

By outsourcing these services, your business can optimize in-house resources while lowering costs. Partnering with IT professionals also provides exposure to a wider knowledge base, keeping your team informed about the ever-evolving IT landscape.  

Outsourcing IT support creates a competitive advantage for your company, regardless of the industry. For improved organizational efficiency, optimization of resources, and increased employee and client satisfaction, consider managed helpdesk services for your business.