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The managed help desk is an outsourced IT help desk, where service and technical support is provided by a managed service provider (MSP) at a set cost. An organization may choose an outsourced IT help desk option that provides full support to their end-users, or their managed help desk may be used to supplement internal services.
The outsourced IT help desk is different from the service desk in that it offers the traditional support provided by an IT helpdesk: just-in-time training, workarounds for common issues, answers to how-to questions, etc., while the service desk is a more strategic organization that manages requests for goods and services in addition to providing technical support. In fact, using the outsourced help desk as a subset of the service desk enables the service desk to focus on providing their core services more effectively while the managed help desk provides the day-to-day transactional support.
The outsourced IT help desk provides transactional services at a set fee, enabling internal IT staff to focus on more strategic services and IT management to manage overall support costs. The outsourced help desk manages routine technical support, while internal resources focus on building knowledge and automation, along with other strategic tasks.
In the context of modern service management, the outsourced help desk enables the IT organization to gain better control over operations by enabling technical support to be managed by an experienced provider. The internal service desk and IT support can then focus on managing improvements to service delivery. Thus, the outsourced help desk provides traditional help desk support while the internal service desk focuses on proactive activities like incident management, problem management, and developing knowledge for end-users and outsourced IT help desk use.
Using outsourced IT help desk services enables greater flexibility while maintaining budget stability and enables the IT organization to roll out new technologies more quickly by providing appropriately skilled support personnel. These initiative-driven needs are often covered by the project budget, enabling the ability to add resources without impacting the operational budget. This enables the IT organization to scale project support without decreasing operational capabilities and affecting other business services they support.
In this relationship, the outsourced help desk provider takes on the risk and burden of providing support, while the project team focuses on their rollout and the service desk and IT support continue their focus on core functions, ensuring large-scale changes don’t negatively impact the delivery of operational business services.
Thus, an outsourced managed IT help desk helps the business by providing IT with the ability to stabilize their budget while increasing their capabilities for rolling out innovative business solutions.
At a more tactical level, the managed IT help desk enables organizations of any size to support their business more effectively:
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While these are one set of general business advantages of the Managed IT help desk, it’s worth looking at all of the benefits of outsourcing help desk services:
The terms managed help desk or outsourced IT help desk can cover a variety of services under their service umbrella:
This wide range of services is one of the major benefits of the outsourced help desk, along with the ability to provide consistent and reliable 24-hour help desk support on a 24 × 7 basis. There are several benefits that should be considered by the digital enterprise: