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IT Help Desk
Bottlenecks

5 Reasons Your IT
Help Desk Just
Doesn’t Cut It!
Intro
 A help desk is a single point of contact
designed to help connect end users with
IT administrators, and ensure that
incidents and service requests are
handled appropriately and in a timely
manner. A help desk can help restore
disruptions in service quality or
availability, assist with change/release
management and migration projects, and
provide technical support relating to a
number of essential IT functions.
There are many tools and best practices for setting up and operating a good help
desk, but help desk operations are not without their own challenges. 

Here are 5 IT Help Desk Bottlenecks sucking the life out of your MSP business…
IT Help Desk Bottlenecks
IT Help Desk Bottlenecks
1. Staffing and Volume 

•  Staffing required for a 24/7
operation differs from 9-to-5
business day service.
•  If your IT help help desk is
short-staffed…
– call/wait time increases
– request/response time
increases
– customer satisfaction
decreases
2. Training
IT Help Desk Bottlenecks
	
  

•  As with NOC staffing, MSPs need to hire
qualified personnel for their help desks and
provide regular training
•  Need Training on
– latest updates
– technology trends
– technical request
issues
– resolution best
practices
3. Knowledgebase
Maintenance
IT Help Desk Bottlenecks
•  Technical Knowledgebases
(KBs) allow staff to search
for problems, resolutions,
and remediation steps.
•  KB Shortcomings result in
–  poor resolutions
–  longer time-to-resolution
–  increased burden on staff
and resources
–  increased operating costs
 
	
  
•  Help desk reliability is everything.
•  You need proper 
– backup and redundancy
– power sources
– bandwidth
– security and accessibility 
4. Insufficient Infrastructure
IT Help Desk Bottlenecks
IT Help Desk Bottlenecks
5. Cost
	
  
	
  
•  MSPs struggling to set up
and fund help desks often
allocate certain NOC staff
and resources to help desk
functions to save money.
This solution
– rarely provides a
reasonable level of service
and support
– can not scale as business
grows
Building a Successful MSP Help Desk
Help desks are not reserved for large MSPs and service providers.
Even the smallest MSPs can benefit from the organization and
efficiency that comes with having a help desk take in, triage, and in
many cases, resolve client IT issues. A help desk gives MSPs a layer
that allows account managers and NOC staff to focus on their core
competencies and grow the totality of the business.

This Slideshare is an excerpt from our eBook,
Building a Successful MSP Help Desk.

To download the full eBook, 
click here.

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IT Help Desk Bottlenecks: 5 Reasons Your IT Help Desk Just Doesn't Cut It!

  • 1. IT Help Desk Bottlenecks 5 Reasons Your IT Help Desk Just Doesn’t Cut It!
  • 2. Intro A help desk is a single point of contact designed to help connect end users with IT administrators, and ensure that incidents and service requests are handled appropriately and in a timely manner. A help desk can help restore disruptions in service quality or availability, assist with change/release management and migration projects, and provide technical support relating to a number of essential IT functions. There are many tools and best practices for setting up and operating a good help desk, but help desk operations are not without their own challenges. Here are 5 IT Help Desk Bottlenecks sucking the life out of your MSP business… IT Help Desk Bottlenecks
  • 3. IT Help Desk Bottlenecks 1. Staffing and Volume •  Staffing required for a 24/7 operation differs from 9-to-5 business day service. •  If your IT help help desk is short-staffed… – call/wait time increases – request/response time increases – customer satisfaction decreases
  • 4. 2. Training IT Help Desk Bottlenecks   •  As with NOC staffing, MSPs need to hire qualified personnel for their help desks and provide regular training •  Need Training on – latest updates – technology trends – technical request issues – resolution best practices
  • 5. 3. Knowledgebase Maintenance IT Help Desk Bottlenecks •  Technical Knowledgebases (KBs) allow staff to search for problems, resolutions, and remediation steps. •  KB Shortcomings result in –  poor resolutions –  longer time-to-resolution –  increased burden on staff and resources –  increased operating costs
  • 6.     •  Help desk reliability is everything. •  You need proper – backup and redundancy – power sources – bandwidth – security and accessibility 4. Insufficient Infrastructure IT Help Desk Bottlenecks
  • 7. IT Help Desk Bottlenecks 5. Cost     •  MSPs struggling to set up and fund help desks often allocate certain NOC staff and resources to help desk functions to save money. This solution – rarely provides a reasonable level of service and support – can not scale as business grows
  • 8. Building a Successful MSP Help Desk Help desks are not reserved for large MSPs and service providers. Even the smallest MSPs can benefit from the organization and efficiency that comes with having a help desk take in, triage, and in many cases, resolve client IT issues. A help desk gives MSPs a layer that allows account managers and NOC staff to focus on their core competencies and grow the totality of the business. This Slideshare is an excerpt from our eBook, Building a Successful MSP Help Desk. To download the full eBook, click here.