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Outsourcing your help desk

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This is the basis of a talk that I am giving for MSPtv.com for MSP help desk solutions

Published in: Technology, Business
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Outsourcing your help desk

  1. 1. Follow Uson all your favorite social Media Sitesand stay informed!
  2. 2. The Virtual Help Desk David Strom 10/20/2011 david@strom.com 2
  3. 3. Who is David Strom? 3
  4. 4. Agenda• How help desk service is critical• The troubled track record of help desks• Understanding your users’ needs• Preventing a resource drain• Budgeting• Picking the right partner• Your virtual help desk 4
  5. 5. Our guestTom O’BrienWashington Square Associates, Stafford Virginia 5
  6. 6. 6
  7. 7. Salary range for support pros: $35,000 - $60,000 7
  8. 8. Consideroutsourcing your help desk 8
  9. 9. Time for the first poll• What has been your experience with getting telephone support from your primary vendors? – Exemplary – Satisfactory – Unsatisfied for the most part 9
  10. 10. 10
  11. 11. Excellent service required 11
  12. 12. 12
  13. 13. Poll results• What has been your experience with getting telephone support from your primary vendors? – Exemplary – Satisfactory – Unsatisfied for the most part 13
  14. 14. 14
  15. 15. Call handling skills needed 15
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  22. 22. Requirements• Experienced team• Knowledge of technologies involved• How proficient the client’s end users are 22
  23. 23. Three elements• People• Processes• Technology 23
  24. 24. More than just a PC + phone 24
  25. 25. 25
  26. 26. 26
  27. 27. 27
  28. 28. Typical scenario• $12 to $40 per incident• Typical caller makes 1.25 calls per month 28
  29. 29. Cost breakdown• Technology• Overhead• Staff• Hidden costs 29
  30. 30. Staffing costs 30
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  35. 35. Time for the second poll• Are you more or less interested in outsourcing your help desk based on what you have heard so far?• More interested• Less interested 35
  36. 36. 36
  37. 37. Services• PC and network troubleshooting• Handheld device configuration and troubleshooting• Administrative tasks• Software installations• Virus/spyware removal 37
  38. 38. 38
  39. 39. Benefits• More time to focus on core businesses• Significant operations cost reductions• Quicker setup than trying to do it in-house• Eliminating infrastructure and staffing expensies 39
  40. 40. Poll results• Are you more or less interested in outsourcing your help desk based on what you have heard so far?• More interested• Less interested 40
  41. 41. Conclusion 41
  42. 42. Questions? 42
  43. 43. Follow Uson all your favorite social Media Sitesand stay informed!

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