The benefits of a global help desk service are many and that is why many corporate giants invest in a global help desk partner. However, the risk associated with the divestiture of a significant portion of your business cannot be ignored.
Benefits of implementing global help desk services
Single point of contact
A global help desk helps identify the problem earlier and also provides quick solutions that minimize the impact of the problem on the business, especially since it acts as a single point of contact for customers.
Enables IT support at a lower entry level
The implementation of global help desk services enables IT support at a lower initial level, helping organizations control operational costs, which is obviously much lower compared to the cost of hiring and employing IT staff. dedicated intern.
Global IT governance
A global help desk service provider ensures that operations and policies at all sites, including overseas sites, are in accordance with global IT governance and policies written by headquarters. Issues associated with IT policies and equipment are given greater visibility within the organization.
Multiple language support
Global help desk services support multiple languages, such as French, German, Chinese, Spanish, and English, to assist employees in a culturally and geographically diverse organization.
Improve efficiency over time
As incidents are logged, logged and managed, knowledge and experience accumulate and efficiency improves over time, ensuring that incidents are resolved and closed faster, thus improving the customer experience. The best part is that a professional global desktop service provider adheres to ITIL best practices.
Having said the above, it is also important to discuss the risks associated with outsourcing help desk service.
Risks of implementing global help desk services
Security and data protection
If your global service desk partner doesn’t have strong information security measures in place, it could lead to the leak of crucial information for employees. This is why it is important to find a help desk partner that meets the international standard for security measures.
Inadequate knowledge of the client’s business.
Most of the time, when a help desk is shared with a third party, there is the possibility of an inadequate understanding of the customer’s business and process. There is also the risk of an inadequate understanding of the customer’s environment. It is critical that your global service desk partner has a centrally managed database that tracks the configurations of all teams that need support.
Professional global helpdesk service providers manage incident response and status together, turning information into expertise. Help desk operators use this information and respond quickly in a shared structure to improve the customer experience.