Stay Ahead of the Curve with Service Desk Outsourcing

Author : Priyanka | January 8, 2024

Are you tired of juggling countless IT issues while trying to focus on your core business objectives? It's time to unlock the potential of service desk outsourcing.

Imagine a dedicated team of experts handling all your IT support needs, allowing you to redirect your resources toward strategic initiatives. By outsourcing the service desk, you can enjoy round-the-clock technical support, streamlined incident resolution, and efficient IT infrastructure management. Get ready to embrace a seamless and hassle-free IT management experience.

What Exactly is Service Desk Outsourcing?

Service desk outsourcing refers to the practice of hiring an external service provider to handle the support and management of an organization's IT help desk. It involves delegating the responsibility of resolving user issues, providing technical support, and managing IT infrastructure to a specialized third-party company. By outsourcing their service desk, organizations can benefit from expert-level support, cost savings, scalability, and increased focus on core business activities. Outsourcing service desk allows companies to leverage the expertise and resources of external providers to ensure efficient and effective IT support for their employees and customers.

Kings Research states that the global service desk outsourcing market will reach USD 130.63 billion by 2030, progressing at a compound annual growth rate (CAGR) of 5.09% from 2023 until 2030. This number shows a potential leap in the industry.

What are the Key Benefits of Service Desk Outsourcing?

Given below are the key benefits offered by service desk outsourcing.

  • 24/7 accessibility

Many outsourcing companies for service desk support provide round-the-clock customer service. This is an advantageous solution that internal staff within most organizations would typically not be equipped to provide.

  • Knowledgeable Staff

It offers a team of proficient IT specialists ready to provide you with the support and expertise you need, without additional training.

  • Better Tracking and Analysis

It provides monthly and quarterly reports that measure various aspects, including the average time it takes to resolve issues, the types of incidents reported, and customer satisfaction.

  • Multi-Channel Support

A variety of communication options is available at the service desk to assist, including web-based access, round-the-clock call centers, self-service choices, live chats, and automated customer service bots. Outsourcing the service desk provides multiple capabilities to guarantee a positive customer service experience for the company and its users.

IT Help Desk or IT Service Desk? What Should You Outsource?

Service desk outsourcing can be categorized into two distinct types: IT help desks and service desks.

Well, IT help desks and service desks may seem similar, but there are distinct differences between the two. Let's make it easy for better understanding.

IT help desk outsourcing is mainly utilized for tactical purposes, typically addressing immediate technical problems and incidents that impact stakeholders. The primary focus of IT help desk services revolves around resolving issues promptly as they arise.

On the other hand, IT service desk support often has a broader remit and focuses on being a single point of contact for service providers and their users. This includes managing incidents, fulfilling service requests, and communicating with end users. To put it simply, outsourcing a service desk aims at improving IT processes and business efficiency by delivering a service to end users

Top 3 Service Desk Outsourcing Leaders Streamlining Businesses

We have curated the top three forerunners offering efficient service desk outsourcing in this competitive landscape.

1. Accenture

Accenture is a global professional services company that offers a range of services, including service desk outsourcing. They specialize in digital, cloud, and security solutions. Accenture provides comprehensive IT support and management for organizations, handling user issues, technical support, and IT infrastructure management.

2. DXC Technology Company

DXC Technology Company is a multinational IT services and consulting company. They offer service desk outsourcing as part of their portfolio of services. DXC Technology provides end-to-end IT support, including incident management, problem resolution, and IT infrastructure management. Their outsourcing solutions aim to enhance user experience and improve IT productivity for organizations.

3. Fujitsu

Fujitsu is a global information and communication technology company that offers service desk outsourcing services. They provide comprehensive IT support, manage user issues, troubleshooting, and IT infrastructure management. Fujitsu's service desk outsourcing solutions are designed to optimize IT operations, improve user satisfaction, and reduce organizational costs.

Reporting 24/7

In today's competitive business environment, service desk outsourcing is a necessity that offers a dedicated team of experts for IT support. So, you can direct your attention on what truly matters – growing your business.

With 24/7 technical support, streamlined incident resolution, and optimized IT operations, it empowers businesses to enhance productivity, reduce costs, and deliver exceptional user experiences. Outsourcing the service desk presents exciting prospects for businesses, providing them with ample opportunities to elevate their operations. This can lead to significant growth and achievement for your business.

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