Help Desk
Help Desk Services consist of outsourced help desk staffing, and do not typically include ticketing software. They can replace an internal help desk entirely, or provide augmentation during peak hours. Help Desk Services can reduce overhead, improve service, and increase productivity.
To effectively fill out the Help Desk Services form, follow these steps:
Project Goals: Specify the primary objectives for implementing new Help Desk Services.
Reasons for Change: Identify the reasons for considering a new provider, such as cost savings, service improvement, or resource allocation.
Services Required: Choose between End User Help Desk, Managed IT Services, or other related services.
Compliance Requirements: Tick any compliance standards applicable to your organization, like HIPAA, GDPR, or SOC.
Support Details: Indicate the number of end users and offices that require support.
Support Model and Coverage: Select whether you need onsite, remote, or a mix of both support models and define the coverage hours.
Ticket Estimates: Estimate the monthly ticket volume and provide a percentage breakdown of ticket types.
Language and Current Support: Specify the language requirements and describe how support is currently managed.
Support Challenges: List top issues that need improvement and identify any ITSM or ticketing systems in use.
Systems Supported: Detail the systems and services that the help desk should support, including any specific user complaints or issues.
Administrative Details: Fill in company and contact information, including name, title, email, phone number, industry, and location.
Ensure all necessary sections are completed to provide a clear picture of your help desk needs and expectations.