10 Reasons You Should Outsource Your IT Help Desk

As businesses begin to adopt more advanced technologies into their everyday practice, the increased efficiencies come with major drawbacks if IT support is lacking. Productivity and business as a whole can grind to a screeching halt if an onsite IT department cannot handle vital technological and network challenges that arise.

The fundamental job of IT is to support your business and cultivate an atmosphere in which the relationship between the business and its technology can flourish. A solid IT support team should ensure that a business runs smoothly and everyone is happy from a technological perspective. Your IT support team should be viewed as a helpful ally for your business!

Unfortunately, this is not always the case. Poor (or slow, or ineffective) support can be devastating. In some businesses, something as seemingly small as the Wi-Fi going down can mean a full day of lost profit. Repeated instances of lackluster IT support and the subsequent detriment to business ultimately sours the critical IT/business relationship.

What does this mean for businesses? To put it plainly: an expertly manned IT help desk is pivotal to any major organization, particularly one that relies heavily on technology.

This is where MDS’s outsourced help desk solutions come in. An expert in the field, we have been providing custom Help Desk Solutions to Fortune 50 and 500 clients for going on 25 years.

We implement in-sourced, outsourced and co-sourced help desk systems that integrate seamlessly within an organization and yield superior results. Our technicians provide 24/7/365 expert support – no matter the time or issue, our staff is available and ready to roll up their sleeves and resolve the problem at hand.

What are the benefits of outsourcing your help desk to MDS?

  1. Peace of Mind

Not having to worry about what may go wrong with your state-of-the-art IT system is invaluable to an organization, and let’s be honest, your mental health. To take it a step further: knowing that your IT system is in the hands of industry-leading experts is priceless.

You can go to sleep at night knowing that if the systems go down, we have it under control. What this also means is that there is no need to pull your internal staff off of what they’re working on to try and fix the issue. That’s what we are there for. This segues into our next benefit

2. Cost Savings

By having MDS manage your help desk, your employees can focus their efforts on what you hired them for! No need to pull them from their workflow and off of business priorities to remediate issues that our experts can handle. If an IT crisis arises in the middle of the night, you will no longer have to pay staff overtime to trudge in and spend countless hours trying to troubleshoot an issue. That is what we are for!

3. Client Satisfaction

Very few things frustrate businesses more than poor (or slow… or nonexistent…) technical support during a time of need. It is not enjoyable or time-effective to sit on the phone with an inexperienced IT support technician as minutes turn into hours, and before you know it, your day is wasted and you are overcome with stress.

If your business happens to be a hospital or care center, this time-sensitivity escalates to a critical level. A lapse in IT support can be devastating – literally a life or death situation in some cases.

What could possibly make your business and employees happier than having the ability to reach their IT help desk at any time of day or night and receive fast, intelligent support that resolves their issue without a headache?

4. Statistical Reporting

MDS creates custom portals for each client which customers have access to on a global scale. Users submit tickets via email, web portal, or the desktop administrators create tickets on the fly as well.

We detail the number of metrics and key performance indicators via remote software. An example of tracked areas includes tickets by the time of day (business hours and after hours, tickets by the resolver, average tickets per day, average time to ticket close, the average time to technician accepting ticket, & average log entries per ticket, etc.).

What does this mean for you, our customer? You have constant access to every detail of what goes on. Not only that, but we create reports and analyze metrics that yield continuous quality improvement.

5. On-Call Support Management

MDS’s support managers are required to be on call 24/7/365. What does this mean for you? If something goes wrong at 2 am, you can continue sleeping peacefully knowing that our onsite manager is en route to the site, ready to resolve the issue that has arisen, whether it be technical or personnel related. This takes us to benefit #6…

6. Personnel Management

Personnel issues are no longer your headache, they are ours. Recruiting, hiring, training, firing and beyond. Did one of your favorite technicians suddenly quit? No need to panic; it is our practice to have several candidates in our pipeline who are already thoroughly vetted. We select candidates who we know are a perfect fit for your business and company culture.

MDS performs multiple extensive interviews and only when we have narrowed our pool down to the very best, present you with several excellent candidates. As our client, you decide who the best fit is. From there, we will train them and ensure they hit the ground running once they are on the job.

We are also skilled in handling just about any personnel issue imaginable. When a client comes to us with a concern, we handle it professionally and swiftly.

7. Corrective & Preventative Maintenance

MDS provides root-cause analysis, bug-fix isolation, and resolution. From there, the corrective maintenance reports are prepared and distributed in a timely fashion. When corrective maintenance activities are low, our team will analyze and proactively take steps to prevent potential problems for applications deemed critical. We are constantly one step ahead of the issues you may face.

8. Change Management

MDS oversees any changes initiated for new or changed processes, practices, or policies that affect the support team and that require support team members to understand, learn, and follow.

9. Bug Fixes & Assistance with Application Usage

MDS carries out emergency repair of any system operation that does not comply with the current signed and approved system specification. This includes system errors, “hung” or halted screens, or unexpected results within the system that render it unusable for the purpose for which it was designed.

We offer advice and education on how to use applications, including completing transactions and creating users.

10. And last, but not least: you and your team have the freedom to do what you do best!

Outsourcing your IT help desk allows management and employees to focus entirely on what they were hired to do. You keep doing what you do best, and allow us to do what we do best!

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