What to Look for in a Managed IT Help Desk Solution

A man wearing a headset with a microphone sits at a managed IT help desk in a dimly lit office environment. He is focused on a computer monitor, operating a mouse and keyboard, with a digital drawing tablet, a red cup, and office supplies on the desk. Another person with a headset can be seen in the background, suggesting a collaborative workplace.

A well-functioning IT infrastructure is the backbone of any successful business. We all seek to support our technology and, most importantly, our users as efficiently as possible.  

However, managing an internal IT help desk can be a logistical nightmare, especially for geographically diverse organizations. What occurs when you try to handle an internal help desk? Often, it hinders your IT team from dedicating their efforts to pivotal projects that are key to your organizational goals and growth. 

 We firmly believe that a managed help desk solution offers numerous benefits that can significantly enhance any company's efficiency, productivity, security, and user satisfaction. 

What Is a Managed IT Help Desk? 

A managed IT help desk is a team of experts dedicated to resolving your end-user tech woes. This allows your internal IT team to focus on supporting your organizational goals rather than spending precious hours on technical issues or equipment questions. 

 A good managed IT help desk partner will go beyond basic troubleshooting and offer a comprehensive suite of features to streamline your IT operations and increase user satisfaction.  

 A managed IT help desk will become your one-stop shop for all things user-related. You should expect round-the-clock support from an expert team whose sole focus is to address and solve your user’s technical issues. 

An added bonus of a managed service partner is their valuable insight into your IT operations as a whole. They can help identify trends and patterns that may show underlying problems or areas of improvement. 

Help Desk

Choosing the Right Managed Help Desk Partner 

There are a lot of managed IT help desk partners out there. Selecting the right fit can sometimes feel overwhelming. Here’s a cheat sheet on key considerations to help you navigate the process: 

  • 24x7 Availability: Tech issues don’t wait until 9 a.m. or stop after 5 p.m. Ensuring continual support minimizes downtime and keeps your operations running smoothly.
  • Security and Compliance: Because remote access is involved, prioritizing robust security measures (data encryption, multi-factor authentication, etc.) is immensely important. Solution providers that have experience with, and knowledge of, the compliance rules and regulations in your industry should go to the top of your list.
  • Expertise and Specialization: Look for providers with a proven track record and expertise specific to your industry or technology environment.
  • Cost-Effectiveness: Managed help desk services can offer significant cost savings compared to maintaining an in-house IT support team. Assess the different pricing models to see which ones align with your business needs and budget.
  • Scalability: As your business grows, your IT needs will grow and evolve. Choose a solution that can scale (both up or down) to accommodate your end-user base and any future requirements you may have.
  • Proactive Support: A superior remote IT help desk service offers proactive maintenance and monitoring to prevent issues before they become problems, enhancing your organization’s overall IT health.
  • Reporting and Analytics: Access to detailed reports and analytics on ticket resolution times, user trends, and common issues will empower you to identify areas for improvement.
  • User Experience: Ultimately, if an IT help desk makes the lives of your employees more difficult and complex, they won’t use it. The ease of contacting support—through multiple channels if possible—and the overall user experience should be positive, minimizing frustration and downtime. 

The goal of a Managed IT Help Desk is to ensure that your employees can focus on their core responsibilities without the headache of technology difficulties. 

The Value-Add of Engaging a Managed IT Help Desk 

By going with managed IT help desk services, you gain a team of IT experts focused on keeping your system and users productive. A well-managed IT help desk is an investment that translates to increased user satisfaction, improved productivity, and ultimately pushes you further towards your business goals. 

HBS offers a comprehensive Managed IT Help Desk solution designed to keep your users productive and your operations running smoothly. 

We offer a team of U.S.-based expert technicians available 24x7x365 to not only troubleshoot user issues, but also provide proactive maintenance and deliver exceptional user support. 

Contact us today to learn how we can partner together to create a more efficient and productive IT environment for your organization. 

author avatar
Carly Westpfahl