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Transitional Tips for Shifting to an Outsourced IT Help Desk

You’ve weighed all the options, and you’ve decided to engage an outsourced IT help desk. Maybe the combination of cost effectiveness, quality control, improved end user experience, and improved efficiency makes this change a clear winner for you. Even so, you have to recognize that any change of this magnitude involves a transition for your department or organization. Let’s look at some tips for making that transition as seamless as possible for all concerned.


First, gather your in-house IT team and discuss exactly how much outsourced help you need and what form it should take. Do you need to expand your capabilities seasonally, on a per-project basis, or on an ongoing basis? Do you need to augment your own help desk functions, or would you rather outsource this entire aspect of your IT work? The answers to these questions can help you determine which provider is right for you, what you’ll pay, and what the scope of services will include. Your team should also discuss the organization deliverables that will help accomplish the transition, from changes in your company’s operational budget to re-allocation of human and material resources.


Once you’ve selected your outsourced IT help desk company, you’ll want to have several discussions with them regarding your key performance indicators (KPIs). Decide on which KPIs matter most to you so your help desk provider can focus on those metrics. Ask for a detailed structural breakdown of how your provider will help you meet key transitional goals and the different roles played by both their organization and your own. These discussions will prove critical to integrating both companies into one cohesive IT “machine.”

Here at Gravity Philippines, we’re more than happy to help you experience an easy, productive transition to this new and better way of solving low-level tech issues. Contact us today!


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