The lyrics are timeless, aren’t they? It’s a matter of pride in all of us to offer help to those that we care about or those that we have a vested interest. The question seems to be though; will they take the help I’m offering them? Well, where is this going and how is it going to help my business? Consider this; the desktop is an expensive part of your business. The desktop represents the frontline productivity of that business. When it suffers then the business suffers as well. Whether it is just one individual employee or an entire department, if they are not working to complete the task at hand then all things relying on that completed task can realize the effects.
The help desk has had its ups and downs within the corridors of American business. Initially a good idea, having a central place where all of your users could go to solve their IT related problems was supposed to be efficient, timely and cost much less than training everyone on everything. Later, when the help desk became more expensive and cumbersome many companies decided to outsource the responsibility to reduce expenses and improve service. They went to outside providers, and when I mean outside I mean outside way outside...of the country! That idea has worked well, hasn’t it? Have you called your bank recently?
When we decided to build SmartSupport™, our managed services offering, we had a decision to make: build a help desk, or partner with one. We chose to partner with one of the best in the business. Our 24 x 7 call center is absolutely amazing. Located in Buffalo, NY, it has a unique organizational structure. Individual teams of six or eight people service the same account. It builds familiarity not only with your technical environment but with your people as well. The results have been amazing and the reviews from our client base have been better than we hoped. Further, this is the first line of defense for your team. If our call center deems the issue to be beyond desktop simple support then they contact us. We deal with the problem locally via remote or onsite response. In these challenging times where there is a reduction in internal services and support personnel this piece of our SmartSupport™ program could prove invaluable to your success. Consider a little help from your friends. Besides, who didn’t like the Beatles?