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3 Traits to Look for in a Help Desk Provider

08/25/2015 by: The SunView Team

The first steps into the world of IT Service Management (ITSM) can have the potential to transform the way an organizations IT infrastructure works with its end users. With the potential for both positive and negative outcomes , you will want to make sure that you select a help desk solution that will meet your organization's needs while avoiding the pitfalls that can accompany advanced help desk features that may not fit your organizational needs, thus eroding the financial advantages that a help desk provides otherwise.

You need a help desk that provides the ability to support the appropriate number of users for your organization and also delivers results in the most cost-effective way. Going with a dedicated help desk is a step into the world of ITSM and you will need a vendor that can help your team in any circumstance.

Here are three key features to look for when reviewing possible IT help desk solutions:

1. Flexibility
Your business is changing all the time and, as a result, your IT team must not only keep pace with the changes but often needs to stay ahead of the changes as well. Make sure your vendor offers flexible help desk solution models that let you get the functionality you need now while offering the ability to upgrade as your business needs change.

"Your help desk doesn't need to be a cost sink."

Cloud-based IT help desk solutions provide an environment where there is no need to purchase ahead of your needs with the idea of growing into those advanced features. Look to work with a vendor that provides flexible solution models that can help you find exactly what you need right now while giving you a pathway to expand as your business needs expand.

2. A Customer-Centric Experience
A help desk provider creating a customer-centric approach to its operations will build its solution to be easily deployed and reduce, if not virtually eliminate, the need for consulting services and its associated costs.

A good vendor will typically offer help desk orientation and training while providing ongoing support/deployment assistance which will result in the creation of a partnership that benefits all parties involved by being focused on the end user.

3. A Focus on ROI
The purchase of a new help desk, only to spend hundreds of thousands of dollars on consultants to properly implement the software, quickly makes the cost of a help desk solution upgrade tough to bear.

Your help desk doesn't need to be a cost sink as working with a vendor that has built its solutions with an emphasis on Return on Investment (ROI) puts you on a path for value creation. A good help desk does more than keep up with organizational operations, it empowers you to improve regulatory compliance, minimize downtime, and maximize productivity. You need a help desk provider that will position you to achieve these ends, not just make a technology upgrade.

The idea of investing in a dedicated help desk can appear to be daunting, but a provider that takes your best interests into account can make the process simple and invaluable.