Outsourcing help desk service functions is increasingly necessary for many organizations. The high cost of hiring full-time staff and the needs for expanded help desk support and service beyond a company’s area of expertise are just two of the reasons.
While there are many benefits to outsourcing customer support, it’s not always easy to find a help desk service that understands the unique needs and challenges different companies face. We talked to Darin Enterline, director of Robert Half’s Managed Technology Solution Service Centre, about the benefits of using the Robert Half Managed IT Help Desk.
When did Robert Half start the Managed IT Help Desk?
Robert Half has been in the business of providing help desk support resources for decades, so we clearly understand the needs and challenges our clients face. We created our Managed IT Help Desk a few years ago to provide additional off-site managed help desk services to our existing clients who might want to better optimize their help desk budget — and for new clients who might not be able to work with us without an off-site option.
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What services does the help desk offer clients?
The Managed IT Help Desk is part of our Managed Technology Solutions group. It offers clients an assortment of remote IT services including Tier 1 and Tier 2 help desk support, remote patching and monitoring, and other similar services. We offer companies solutions in both a shared and dedicated model, and can directly integrate into our clients’ existing technology systems to give a seamless experience to the end user.
What are the benefits of using the Managed IT Help Desk and who should use it?
Many of our clients are looking for a solution to offload their higher-volume, lower-value tasks such as password resets, for example. These are tasks necessary to end-user support that consume significant time for in-house employees whose skills could be better dedicated elsewhere. Through our Managed IT Help Desk, we can take on these technology functions and free a client’s internal support team to focus on more strategic tasks.
Additionally, through our infrastructure monitoring services, we can be available around the clock, watching a client’s server and network environments to ensure that issues are identified, remediated or escalated to the client. Again, this allows a client’s internal resources to focus on moving the business forward and can reduce the amount of frontline infrastructure support tasks that detract from that goal.
By integrating our services into their environments, we allow for cost savings and increased productivity in multiple areas such as after-hours support and better utilization of resources on business-critical tasks.
How are clients using the service?
We provide Tier 1 and Tier 2 help desk services to most of our current clients. We partner with their existing IT organization to become the intake and user-facing frontline. In this way, we offer a first-level resolution of IT-related issues such as password resets, account unlocks, general troubleshooting and light application support.
Additionally, we help with issues that can’t be resolved at the help desk level through triage: We gather the necessary information for higher-tier internal support resources before escalating the issue. This enables a client’s internal support team to get all the necessary support information for a break or fix action in an efficient, streamlined way.
How is Robert Half’s Managed IT Help Desk different from the competition?
We offer a “follow the sun” experience for support with 24-hour, year-round availability. Many clients consider the fact that we are in North America, and not offshore, to be an advantage. Additionally, the operational services that we offer are backed by the full capabilities of Managed Technology Solutions, Robert Half staffing and Protiviti consulting services. This allows us to offer a full range of services to a client, from IT transformation and security to project-based deployments.
Do you need help desk support? Contact Robert Half’s Managed IT Help Desk by submitting a request here to learn more about our services.