Why move to a 24/7 IT service desk?

By Kerry Burgess|1 May 2019

One of the most common reasons organisations outsource their IT service desk is because they require 24/7 support. This can be provided by combining an in-house IT service desk during office hours with the services of an outsource IT provider out of hours. Or 1st line IT support can be outsourced to a service desk provider 24/7, freeing up your in-house IT team to focus on 2nd & 3rd line support and other technology projects. Or you could outsource 2nd & 3rd line too.

Find out how much outsourcing your service desk out-of-hours or 24/7 could cost, click here to use our cost calculator.

It is time you provided your users with a 24/7 IT service desk?

If you think it might be time to expand your core IT support so that a level of service is available 24/7, the following factors are often cited by our clients as the main drivers for doing so:

  • Expansion into overseas markets: if your business now operates in more than one time zone, 24/7 IT support becomes essential to ensure productivity and customer satisfaction levels are maintained.
  • Customer demand: increasingly customers expect to access your technical support at a time that is convenient to them. For B2C companies that often means evenings and weekends out of normal business hours. B2B companies should also review whether their customers want technical support out-of-hours. Many businesses that supply sole traders, freelancers and digital businesses may find their customers do not keep to traditional office hours. Digital businesses such as e-commerce retailers will have the most demand for 24/7 technical support as their businesses need to be ‘always up’.
  • Flexible and remote working: many of our clients outsource 1st line service desk tickets to ensure their employees who work remotely or flexibly have the support they need. Flexibly working can increase productivity but only with the right IT infrastructure (VPN, cloud computing etc.) and IT support. For this type of working to be successful it’s essential to put in place basic tools and services to prevent downtime.

Do you need out-of-hours or 24/7 IT support?

For many organisations the most cost effective way to provide an out-of-hours service desk is to outsource it. The alternative is to pay staff to work a shift pattern to provide coverage. This can expensive if you need to recruit new service desk analysts (salaries and all the associated employment costs), and it can also have a negative impact on staff morale and lead to burnout.

Having decided to outsource your out-of-hours requirement, what about core hours? While you may be happy to continue operating an in-house service desk during core hours, it’s worth considering whether outsourcing your service desk 24/7 is now a better option.

There are many benefits to be had by outsourcing all your 1st line support tickets 24/7, especially if your organisation is experiencing growth or expanding globally. Demand for your IT team’s time will inevitably increase as new users are added and / or your customer base expands. Dealing with 1st line tickets is time consuming and in many cases not a productive use of your highly skilled IT team. If you need out-of-hours support, now’s a good time to explore 24/7 too.

To get an idea of how much outsourcing your IT service desk will cost, use our service desk cost calculator here.

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