Six Critical Questions to Ask a Potential Service Desk Partner

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Service desks are comprised of numerous support agents, all standing ready to answer calls on behalf of the provider’s clients. The shared resource model is what makes this cost effective. But it’s possible to have both a shared pool of resources and a dedicated support team. A provider that is willing to dedicate a core team to a client’s calls means those support agents become intimately experienced and expert in their primary customers’ businesses. Whenever possible, calls should only roll over to other agents when call volumes exceed the core team’s bandwidth.

The phrase “help desk” often brings to mind a remote technical support team assisting callers with computer application issues. But today’s help desk has undergone profound changes. Service desks today are based on Information Technology Infrastructure Library (ITIL) principles that direct providers to align their IT services with the needs of their clients’ businesses. As the service desk takes on a much broader role, serving as the central point of contact for all IT service-related activities, help desks have quickly become “the face of IT,” making it critical for IT pros to know what questions to ask when evaluating potential partners. To help, Logicalis, an international IT solutions and managed services provider, has identified six key questions CIOs should ask while shopping for an outsourced service desk solution.

“The time to pinpoint what’s important to your organization in a help desk partner is before the relationship begins,” says Tom Roberts, solution architect for Logicalis. “Outsourcing help desk functions should be a way for CIOs to increase their service levels and, many times, decrease their costs in the process. The key to choosing the right service desk partner is through an up-front investigation of their services and policies, and a drilling down into the way they conduct their business by knowing what questions are critical to ask.”


Related Topics : Business Consolidation, Business Culture, Procurement, Software and Web Development, Vendor Management

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