Technology Solution Provider IDs Pain Points that Make
Service Desks Worth Examining
Farmington Hills, MI, May 22,
2012 – When considering whether or not to outsource a
service desk, identifying an organization’s pain points can make
the answer crystal clear. To help CIOs and IT managers do
just that, Logicalis, an international IT solutions and managed
services provider (http://www.us.logicalis.com/),
today released a checklist of the top three reasons IT managers
should consider a service desk.
“Certain IT functions contribute to the
competitive advantage of an organization,” says Dan Pellegrini,
director of SaaS for Logicalis. “But running a service
desk is not usually one of those functions. If outsourcing an
IT service desk can cut costs and increase the level of service to
end users without sacrificing quality or impacting competitive
advantage, it’s clearly something that IT managers should
Pain Points that Make Service Desks
1. Employee Turnover. Companies that manage
their own in-house service desks face significant issues related to
high employee turnover. Service desk positions are often
entry-level, and unless an organization offers a career path
in-house, replacing and retraining employees can become a sizeable
pain point. Third-party service desks, however, are typically
much larger and retain employees with career paths from Level 1 to
2 and managerial roles, keeping talented personnel on staff and
offering a better level of service to clients as a result.
2. Quality of Service.
Internal service desk staff members only see the problems related
to their own organization, whereas external service desks serving
multiple clients simultaneously see a myriad of problems and
solutions, with agents sharing fixes with one another daily.
“We have nearly 100 help desk agents in one room communicating on
how they solved a problem at a customer’s location,” Pellegrini
says, “giving each agent a higher skill level in servicing their
own clients.” External service desks that are run by solution
providers also have direct lines of communication with IT vendors
that individual in-house service desks do not, saving time and
frustration when solving IT challenges.
3. Overhead Cost. External
service desks count on a shared pool of trained resources to reduce
the burden on other staff members when one calls in sick or takes a
vacation, something that can be a significant drain on smaller
in-house service desks. They also rely on their volume and
significant toolsets to drive down the price per incident, an
advantage for their customers who are charged per incident rather
than for the full overhead of a permanent staff. “If a
company’s business changes and they have fewer incidents, they can
only reduce the cost of an in-house service desk by letting people
go,” Pellegrini says. “But external service desks’ shared
resource model allows them to review incident reports periodically,
offering a plan that can flex in price to match their clients’
“Outsourcing a service desk is something every
company should consider to reduce cost and improve service,”
Pellegrini says, “particularly when running the service desk in
house won’t change the needle on the business’ competitive
- What are IT pros’ concerns with outsourcing
their service desk? Find out
- Want to learn more about Logicalis’ service
desk? Watch a short two-minute video here.
Logicalis is an international IT solutions and
managed services provider with a breadth of knowledge and expertise
in communications and collaboration; data center and cloud
services; and managed services.
Logicalis Group employs over 2,500 people
worldwide, including highly trained service specialists who design,
specify, deploy and manage complex ICT infrastructures to meet the
needs of over 6,000 corporate and public sector customers. To
achieve this, Logicalis maintains strong partnerships with
technology leaders such as Cisco, HP, IBM and Microsoft.
The Logicalis Group has annualized revenues of
over $1 billion, from operations in the UK, US, Germany, South
America and Asia Pacific, and is fast establishing itself as one of
the leading IT and Communications solution integrators,
specializing in the areas of advanced technologies and
The Logicalis Group is a division of Datatec
Limited, listed on the Johannesburg and London AIM Stock Exchanges,
with revenues of approximately $5 billion.
For more information, visit http://www.us.logicalis.com/.