outsourcing your help desk
DESCRIPTION
This is the basis of a talk that I am giving for MSPtv.com for MSP help desk solutionsTRANSCRIPT
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Who is David Strom?
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Agenda• How help desk service is critical• The troubled track record of help desks• Understanding your users’ needs• Preventing a resource drain• Budgeting• Picking the right partner • Your virtual help desk
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Our guest
Tom O’BrienWashington Square Associates, Stafford Virginia
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Salary range for support pros: $35,000 - $60,000
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Consider outsourcing your
help desk
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Time for the first poll
• What has been your experience with getting telephone support from your primary vendors?– Exemplary– Satisfactory– Unsatisfied for the most part
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Excellent service required
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Poll results
• What has been your experience with getting telephone support from your primary vendors?– Exemplary– Satisfactory– Unsatisfied for the most part
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Call handling skills needed
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Requirements
• Experienced team• Knowledge of technologies involved• How proficient the client’s end users are
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Three elements
• People• Processes• Technology
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More than just a PC + phone
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Typical scenario
• $12 to $40 per incident• Typical caller makes 1.25 calls per month
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Cost breakdown
• Technology• Overhead• Staff • Hidden costs
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Staffing costs
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SLAs
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Time for the second poll• Are you more or less interested in outsourcing
your help desk based on what you have heard so far?
• More interested• Less interested
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Services
• PC and network troubleshooting • Handheld device configuration and
troubleshooting• Administrative tasks • Software installations • Virus/spyware removal
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Benefits
• More time to focus on core businesses• Significant operations cost reductions• Quicker setup than trying to do it in-house• Eliminating infrastructure and staffing
expensies
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Poll results
• Are you more or less interested in outsourcing your help desk based on what you have heard so far?
• More interested• Less interested
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Conclusion
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Questions?
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social Media Sites and stay informed!