What to Look for When Outsourcing IT Help Desk Services

What to Look for When Outsourcing IT Help Desk Services

Everyone is familiar with frustrations stemming from computers, software or other devices not functioning properly in the workplace. These issues waste time and resources, especially in small and medium-sized businesses where IT support resources may be scarce, and time is of the essence. Using an outsourced IT Help Desk ensures your business’ IT problems are handled in a timely manner, allowing you and your team to concentrate on crucial business operations.

Why an IT Help Desk is Necessary

Whether or not your small or medium-sized business has an internal IT support team, outsourcing Help Desk resources can be cost effective and save employees from unnecessary hassles.

  • Outsourcing reduces the number of mundane problems your IT department handles daily, allowing your internal team to focus on strategic initiatives critical to your business.
  • Hiring external support is also critical for small and medium-sized businesses that lack an internal IT department because employees can quickly get assistance for technology-related issues without spending time troubleshooting themselves.

Qualities of a First-Class Help Desk

When outsourcing to an IT Help Desk, choose a provider with the tools for success. Your prospective provider should possess the following qualities:

Quick Response Times

You want your tech issues solved quickly, and having access to qualified technicians right when you need them is key. Many businesses today have employees who work flexible hours. For a Help Desk to be effective, it should be available to your business 24/7/365. Technology problems don’t limit themselves to convenient times, and help should be available whenever problems occur.

Technical Expertise

A great Help Desk must be able to tap high-level technical experts who can resolve the most complex problems. One that is backed by a Network Operating Center (NOC) gives your business support from an entire team of highly trained technicians. A Help Desk, plus NOC, provides small to medium-sized businesses with more expertise than is affordable to hire on staff.

Effective Communication

Effective communication is also important. A great Help Desk uses technicians who are native speakers, in this case native English speakers, to ensure nothing gets lost in translation.

Common Issues an IT Help Desk Can Address

Support technicians should be skilled with IT problems ranging from simple to complex. Before hiring an outsourced IT Help Desk, confirm if technicians can assist with common issues such as assisting employees with password resets, Microsoft application errors, anti-virus issues, and network connectivity troubleshooting, as well as difficult issues requiring greater levels of expertise. Having a qualified support team on your side means internal IT team members don’t need to get involved with these small tech issues and can focus on their core tasks.

When seeking the right company for your IT Help Desk needs, ensure your support employs quick response times, technical expertise, and effective communication. A reliable IT Help Desk is just one of the resources Roebuck Technologies offers to small and medium-sized businesses. Contact Roebuck Technologies today to learn how our IT Help Desk resources can support your team.


Doug Coleman

Doug Coleman

Chief Operating Officer

Doug possesses over 20 years of expertise in corporate finance, information systems, logistics, supply chain management and competitive strategies. He has served in executive management not only for The Roebuck Group, but also Commercial Carrier Corporation, a nationwide transportation and logistics provider. Additionally, he served in senior management at Vology, a global value-added reseller of technology solutions. Doug earned his Bachelor of Science in Chemical Engineering and Master of Business Administration degrees from the University of Florida as well as a Juris Doctorate degree from Stetson University College of Law.