In our last post, we discussed how structured employee training can help boost productivity, enhance customer service and maximize the return on investment in new technologies. Training also has a number of ancillary benefits, including improved morale, greater employee retention and reduced risk that critical knowledge will be lost when a key employee leaves the company.
That’s not to imply, however, that employees must go it alone once they receive training. Your staff will require IT support from time to time, whether it involves help with a seldom-used application, recovery of an accidentally deleted file or assistance with a serious hardware problem. Do you have the resources in place to help them get back up to speed quickly?
Larger organizations may have a fully staffed help desk dedicated to supporting end-users. However, many small to midsize businesses (SMBs) have just one or two IT people who handle everything from servers and the network to desktop support. In some SMBs, IT support falls to the accounting or HR department — groups that simply lack the know-how and bandwidth to promptly handle end-user crises on top of their normal day-to-day tasks.
Even if no one is “officially” designated as IT support, there’s usually a go-to individual who’s asked to troubleshoot computer-related issues. These “shoulder-tap” support requests can be a real drag on everyone’s productivity.
That’s one reason why it makes good business sense to partner with SSD. Our Assurance program features unlimited support for everyone in your organization, across both desktop and mobile devices. You gain rapid response to end-user support requests without the expense of hiring dedicated IT staff.
The SSD team has extensive knowledge and experience in today’s systems and applications, and employs disciplined processes that help ensure accurate and efficient handling of issues. You set the priority of the call and we will respond accordingly — within 30 minutes for emergencies and within one hour for issues that impact productivity. And because of the “always-on” nature of today’s business environment, you have access to emergency support around the clock.
SSD’s unlimited help desk support provides seven key business benefits:
- Reduce productivity-killing downtime
- Speed resolution of issues that impact customer service
- Enhance the end-user experience
- Get faster support for remote and mobile users
- Enable staff to focus on their core functions
- Smooth out support costs
- Identify recurring issues that might point to system failure
Outsourcing help desk support to SSD is ideal for SMBs that don’t have an in-house IT team. However, organizations that have IT staff can also benefit from the consistent, timely support that SSD provides. With SSD as a partner, you don’t have to worry about ensuring help desk coverage for holidays, sick leave and vacation. Your IT team can focus on strategic initiatives that advance your business objectives, while relying on SSD’s expertise and methodologies for end-user support.
IT support may be critical to your organization, but that doesn’t mean you need to worry about staffing a help desk. SSD’s Assurance program gives you access to highly qualified technicians to supplement or replace in-house support. Outsourcing help desk support relieves the strain on your staff, while improving productivity and customer service through faster problem resolution.