Help Desk Outsourcing
First it is critical to clarify what type of Helpdesk your business is seeking.
Helpdesk Models Explained - Traditional vs IT Focused
Traditional Helpdesk: consists of non IT skilled telephone operators that typically handle large volume calls within a strict work-flow pattern. An example of this would be a large
travel company that employs a helpdesk to take general enquiry's relating to the locations the traveler may be visiting.
In this model, there are tight guidelines around what answers may be given to inbound callers, controlled via a script designed to close the call within a fixed timeframe (i.e. no more than 5 minutes per
call regardless of the call type).
IT Helpdesk: consists of experienced, certified IT support staff that are capable of resolving most computer related incidents. Typically company's seeking an IT Helpdesk
will be looking to complement their own internal IT Team and or outsource the IT Helpdesk support function completely.
OsBTI Core Helpdesk Definition
The provision of remote end-user IT support across most technologies and custom
software solutions
for Australian markets. Our team is 100% Australian based, we do not provide off-shore solutions.
OsBTI provides true IT Helpdesk functions only, any
Traditional Helpdesk enquiry's get passed through to a partner we have had successful experience with.
How are we different?
Problem resolution, first time, every time. that is our internal objective for OsBTI
Help Desk team members. We achieve this by
perpetual investment into skills and customer service training for our staff coupled with a logical work-flow process:
- Problem management
- Problem categorization and logging
- Problem tracking and escalation
- Problem resolution
- Volume Incident analysis
- Solution action to prevent high repeat incident counts
Benefits of Help Desk Outsourcing:
- Reduce operational overheads
- Increased productivity
- Fast response times, better reporting, track every call, resolution time
- Improved customer service levels
- Improved internal staff satisfaction
- Free up resources, focus on business growth
To make an enquiry about our
Help Desk Outsourcing Services, please:
