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Managed Services - Helpdesk
The proliferation of PCs, workstations, internal networks (LANs or intranets) and multi-vendor computing platforms within an organisation will always lead to increased end-user demand for assistance.
Many of these requests will require complex problem analysis to resolve increasingly sophisticated computing problems. This can quickly lead to your existing IT support staff becoming overloaded and spending all their time fixing day-to-day problems rather than working on initiatives to make your organisation more efficient.
The benefits of a helpdesk
When this happens a professional, well managed, dedicated helpdesk function is a necessity. By implementing a helpdesk facility you will enjoy:
| Increased productivity and reduced downtime |
| Reduced technical support costs |
| Improved communications between the people that need service and the people who provide service |
| Prompt and complete response to service requests |
| Simplified service request history |
| Access to knowledge base articles based on previous problems |
| Improved management information to aid future technology and training decisions |
Considerations
Providing a helpdesk for your organisation requires careful planning and consideration of a number of important issues, including:
| Level of service - Whether you require a very basic service to just log calls or perform the more complex function of a problem-solving service bureau by asking users questions and walking them through procedures (e.g. resetting a forgotten password) |
| What is supported - defining the systems, hardware, applications software, and networks that will be supported. Consideration should be given to user needs, company priorities (e.g. critical applications, user development, etc.) and budget constraints |
| How will users access the helpdesk - whether by phone call or e-mail, this should be as easy as possible |
| Feedback and review - You should implement a formal plan to provide feedback to company management on a regular basis as to the users' satisfaction with the service |
Outsourced and cost-effective helpdesk solution
Many organisations realise that a helpdesk will help them to minimise user downtime and improve efficiency. But in reality, an in-house helpdesk is only a realistic option for the largest of organisations.
The costs of maintaining a critical mass of skilled and qualified staff to ensure a good and consistent service is simply too expensive to justify in these cost conscious times.
To get round this problem, Lanway offer an outsourced helpdesk service that removes the headache of staffing and training an internal facility. It gives you the freedom to focus on your core competencies while providing your employees with rapid help and advice. By delivering technical support, help and advice when your users need, it ensures that downtime is kept to a minimum.
This flexible solution offers:
| Simplified access to support via a single point of contact - delivers total incident management from initial contact through to resolution. In addition our comprehensive reporting capabilities enable us to continuously monitor and improve our service levels |
| Users choose how they contact the helpdesk - by telephone, e-mail or online via the Lanway MyPortal |
| Lower costs by centralising a wide range of support issues - from creating or removing users from your network through to configuring your dial-in from home |
| Access to trained and qualified technicians - ensures rapid problem resolution |
| In-depth and regular reporting - provides extensive management information and trend analysis |
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