Outsourced IT, Featuring the Help Desk Solution
This is an article about help desk services and outsourced IT by the CEO of Dataprise, David Eisner. David Eisner was named the 2010 Tech Council of Maryland's Executive of the Year.
Dataprise has also established itself as an expert in the technology industry, receiving placements for several of their articles offering advice on various business technology topics.
Today David Eisner is our Guest and he shares his words of wisdom about Outsourced IT which features Help Desk Solutions.
Outsourced IT, Featuring the Help Desk Solution
By David Eisner CEO Dataprise
Small- to medium-sized businesses (SMBs) who do not have the budget for a full-time, in-house IT staff to oversee the day-to-day technical issues and manage technical problems have a solution: they can hire a certified outsourced IT service provider. By hiring an outsourced IT service provider, SMBs can be confident their networks and day-to-day computer support needs will be effectively managed.
An important feature of an IT service firm is help desk capability. Help desk outsourcing has grown increasingly popular in recent years, especially as companies look for ways to cut expenses while still taking care of their technology needs. Many help desks provide live online support technology, featuring on-screen assistance; this feature allows network engineers to troubleshoot PC desktop problems as if they were working in the office. The only requirement is an Internet connection.
It is important that the outsourced IT staff is available to solve technical problems and answer an SMB’s questions 24x7x365. For SMBs looking to hire an IT services firm, a deciding factor may be hiring one that provides support 24x7x365.
IT service providers understand that every minute of downtime impacts a business’ productivity. Therefore, each step in a service desk’s process is designed to get the client’s issues addressed and resolved quickly. A help desk is focused on proactive planning, preventing incidents before they happen; its goal is to help customers move beyond reactive incident management to address a problem, change or repair it, and drive higher levels of IT performance.
In order to address and quickly resolve a client’s IT needs, the help desk staff IT technicians and engineers must be exposed to the most current products, continuously trained with the most-up-to-date technologies, and certified or re-certified when necessary. Frequent training enables the technicians to support emerging technologies as well as existing systems. This will ensure that the engineers are qualified IT experts who can implement what an SMB’s network needs, and make sure the tasks are completed correctly.
Whether a company needs an IT support team to diagnose a problem or wants expert IT management to develop a technology path for the company, an outsourced IT services provider offers highly skilled information technology professionals who can serve as a business' IT team partner without the costs associated with full-time employees. With an outsourced IT service provider, a business may increase employee productivity, maintain data integrity, gain another point of differentiation from the competition and more effectively serve its clients.
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David Eisner is the President and CEO of Dataprise, a full-service network support, IT support and help desk services company.
The question lies within each business:
- Do it yourself?
- Hire and train someone internally?
- Outsource to experts?
There is a balance between all three and the answer is dependent on the business plan. The phone number and website of an award winning company such as Dataprise will be handy to have.
Our thanks goes out to Dataprise and David Eisner for their contribution.
