Outsourcing your IT help desk

The three situations this usually solves

Outsourcing a help desk is rarely about cost alone. In our experience it is one of these three.

• One person is doing everything, and everything stops when they take leave
• Your team is good but cannot cover nights, weekends and holidays — and incidents do not respect a rota
• You are growing into countries or time zones your current setup was never built for

What happens to your existing IT team

The common fear, and worth answering directly: in most engagements, nothing bad. The usual outcome is that they stop doing the work they were overqualified for.

• We take first-line volume — password resets, access requests, the routine
• Your team keeps the work that needs institutional knowledge of your business
• Escalation runs both ways: we escalate to them, they escalate to us
• If you have no internal team at all, we simply become the function

Transition, week by week

A handover done badly is worse than no handover. This is the sequence we run, and none of it requires anyone to visit.

• Week one — remote discovery: what you run, who uses it, what breaks most
• Week two — agent deployment and monitoring, running alongside whatever you have now
• Week three — your staff start contacting us directly, with your team still in place
• Week four — full cover, with a written review of what the first month surfaced

What you are actually buying

A help desk is a promise about availability. Here is what stands behind ours.

• Reachable at any hour, including weekends and public holidays, on every level
• Unlimited tickets — the price does not move with how much you need us
• Every request logged, assigned, escalated and tracked to closure
• Monthly reporting on volume, response and what keeps recurring

Questions