At Wanstor we have recently been talking to a number of existing and potential customers about their IT service desk support. Our discussions have highlighted a number of major trends which IT departments and business leaders were not aware of putting pressure on IT service desk resources. For example:
- Employees are more mobile than ever before, meaning things break at different locations
- Employees attitudes to work are changing from a place where you go, to something you do as and when required
- Different business departments wanting access to cloud services
- More and more applications are being developed and used in day to day business
- Data management becoming a serious headache as employees and customers demand access to it 24/7
- More and more devices being used – leading to security and patch management issues in terms of the right levels of resourcing and making sure users are safe at all times from potential attacks
- New technology and new devices are being launched all the time – What is the best way to offer support?
- Growing operational costs of supporting a sprawling mixed vendor IT infrastructure
- End users complaining about the time it takes to solve issues through the IT service desk
Traditional IT help desks used to service the business during opening hours and at fixed locations, however this is no longer good enough. IT support staff are now required to be multi skilled across a range of technologies and provide support to staff at different locations 24/7.
As business technology has become increasingly complex, the need for dedicated IT support services has grown. Typically the IT help desk has provided end users with little more than basic trouble shooting and issue management services. In the past when technology was made by only a few manufacturers, staff could easily be trained and appear knowledgeable about computers and IT infrastructure. However as business has become more reliant on technology, a standardised and documented helpdesk approach is needed, one which offers a consistent set of services and protocols for help desk staff. Over the past decade, IT help desk staff have started to become hindered by the sheer speed at which enterprise technology has evolved. There are a number of trends that have made it increasingly difficult for traditional IT help desks to provide the kinds of support that end users need:
These trends include:
- Improvements in users personal IT has changed perceptions and expectations of what IT can help them with in their working lives. The user experience of smartphones and laptops is significantly better than even 5 years ago. What’s more, many of the leading technology providers provide consumers with a high standard of customer service (Just think of the apple store). So, when they call up their company’s IT service desk, they quickly become frustrated by untrained staff, staff who do not keep lines of communication open or inefficient processes which they have to go through to get a simple problem fixed.
- Most of the modern workforce have been using advanced technology for the majority of their lives. Many employees are now capable of resolving minor troubleshooting problems and are also used to looking for answers online through search engines. Quite often, the IT help desk is a last resort for more complex problems, meaning IT help desk staff must be prepared to resolve more difficult issues.
- As technology has evolved users are using a variety of software and applications in their business lives. Today, the typical business will be using 100’s of applications, with staff constantly connecting to the network with different kinds of personal and mobile devices. Expecting the service desk to monitor and support this complexity alone is problematic, as every user has a different IT need in terms of software and applications.
- Employees want to work when they want to not when they are told to. This change in mindset with regards to work alongside the widespread acceptance of cloud technology and mobile devices, means business users are now able to access company content from their smartphones or laptops at any hour of the day. Most of the time this is hugely beneficial to the user and the company, allowing workers to be productive whilst out of the office. However, when they have problems logging onto the system, or syncing a document to their device, they need support instantly. When an IT help desk is closed at weekends or after 5pm, the service simply does not match up to user and business requirements.
- More pressure is being placed on IT helpdesks. Staff turnover is constant as many internal IT helpdesk staff simply cannot cope with the demands being made of them. The HDI regularly states that the staff turnover rate on IT service desks is as high as 40% with many staff who do not leave complaining of stress and stress related illnesses. Such a high staff turnover means internal IT service desks often have extremely large training bills as they are constantly struggle to train and retain skilled staff members alongside many positions remaining unfilled.
The issues identified above have led many businesses to explore alternatives to the traditional in-house IT support approach. At Wanstor we believe the aim is not to replace the talent firms already have. Rather, the goal should be to extend and enhance in-house IT staff, by letting them focus their attention on high value strategic activities, whilst using a mix of outsourced staff and technology to support wider business and IT goals for highly intensive administration tasks.
At Wanstor we believe by enhancing internal IT services teams with improved help desk technology and outsourced IT service desk teams for high volume/admin heavy tasks, businesses can fill the skills, cost and user satisfaction gaps which exist and achieve the best possible ROI from their technology. The main reasons many business leaders are talking to Wanstor about outsourcing their IT helpdesks are:
Improved communication – Focussed on the specific needs of the business and end users
Training – Outsourced IT service desk staff specialise in providing customer support for a wide range of technologies. This means that they are trained with the latest versions of software solutions. They can also be trained to help with a business’s specific technology set up.
Cost savings – Many IT outsourcing companies provide contracts that give businesses the option to only pay for the services they need and use. An internal IT service desk is a fixed cost in terms of people and technology which needs to be provided even when the business does not require large volumes of IT support. By moving to a pay as you go IT service model, it has been proven through many extensive studies that operational costs of IT service desks can be cut by over 20% in many cases.
Outsourcing part of your IT support service will only be successful if the solution and partner you choose aligns with the specific needs of your business. It is essential that business and IT decision makers develop a plan of requirements and expectations before they engage with an IT partner. By taking the time at the outset to decide what the business actually needs from an IT support partner you can decide on whether you are looking for a partner to resolve repetitive problems like resetting passwords, or are looking for a close partnership where your IT help desk is fully supported by an external team and best in class technology.
At Wanstor we recommend all businesses do 5 things before they engage with and decide on an outsourced IT service desk partnership. They are:
- Discuss what is going wrong with your existing IT helpdesk team and see if there are any process or people improvements which could be made to alleviate pressure and improve the service required back to the business
- Interview a selection of end users and find out what they want/expect from an IT service desk and then evaluate if you already have the skills/capabilities to satisfy those user demands or if you definitely need some help
- Have a vision of what you want the IT service desk to look like. Can you provide that vision with internal staff or do you need expert outside help to reach your IT and business goals. If you do want external IT support what does your ideal IT partner look like and what services should they provide?
- Engage with a partner who can support your vision and has the expertise and experience to turn it into reality. Your partner should be able to advise you on what is realistic, and you should expect them to be able to guide you to a degree.
- Set KPIs to judge whether your partnership is successful, it is highly valuable to measure progress. Conduct regular customer satisfaction surveys to find out whether your business users are now happier with the service they are receiving.
In summary, the traditional IT help desk model is redundant. Business technology has moved on and is still moving through its various lifecycles at a real pace. As a result, traditional IT help desks are simply unable to cope with the increased demands being placed on them. At Wanstor we believe the future IT service desk model is a hybrid one. One which uses internal IT teams for strategic high value IT programmes of work and an external provider who can look after all of the operational IT demands from users such as patching, password re-sets, application updates and making sure the right security is in place. Get the internal/external IT service provider mix right and your business could benefit from access to highly trained staff as and when it needs them, lower operational costs and improved end user satisfaction levels.
To find out more about Wanstor’s vision of the IT service desk of the future download our whitepaper here.