Anyone Ever Outsource Help Desk Level 1?
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@aaronstuder said in Anyone Ever Outsource Help Desk Level 1?:
Looking for experiences, good or bad.
Upon my resignation, my company started working with NTG. I haven't heard horror stories yet.
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@eddiejennings said in Anyone Ever Outsource Help Desk Level 1?:
@aaronstuder said in Anyone Ever Outsource Help Desk Level 1?:
Looking for experiences, good or bad.
Upon my resignation, my company started working with NTG. I haven't heard horror stories yet.
We are very careful to keep that all quiet.
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@scottalanmiller said in Anyone Ever Outsource Help Desk Level 1?:
@eddiejennings said in Anyone Ever Outsource Help Desk Level 1?:
@aaronstuder said in Anyone Ever Outsource Help Desk Level 1?:
Looking for experiences, good or bad.
Upon my resignation, my company started working with NTG. I haven't heard horror stories yet.
We are very careful to keep that all quiet.
I bet you are...if you know what I mean.
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@scottalanmiller said in Anyone Ever Outsource Help Desk Level 1?:
@dbeato said in Anyone Ever Outsource Help Desk Level 1?:
@aaronstuder said in Anyone Ever Outsource Help Desk Level 1?:
Looking for experiences, good or bad.
Not a good experiences for companies, they regret it end up going back to an MSP or me.
An MSP would be an outsourced helpdesk, though.
In essence yes, but by that I mean you don’t get any random person to deal with them.
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@dbeato said in Anyone Ever Outsource Help Desk Level 1?:
@scottalanmiller said in Anyone Ever Outsource Help Desk Level 1?:
@dbeato said in Anyone Ever Outsource Help Desk Level 1?:
@aaronstuder said in Anyone Ever Outsource Help Desk Level 1?:
Looking for experiences, good or bad.
Not a good experiences for companies, they regret it end up going back to an MSP or me.
An MSP would be an outsourced helpdesk, though.
In essence yes, but by that I mean you don’t get any random person to deal with them.
Do you just mean that you are thinking of outsourced as much larger pool?
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What kind of tasks are you thinking that the L1 would handle?
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@scottalanmiller said in Anyone Ever Outsource Help Desk Level 1?:
@dbeato said in Anyone Ever Outsource Help Desk Level 1?:
@scottalanmiller said in Anyone Ever Outsource Help Desk Level 1?:
@dbeato said in Anyone Ever Outsource Help Desk Level 1?:
@aaronstuder said in Anyone Ever Outsource Help Desk Level 1?:
Looking for experiences, good or bad.
Not a good experiences for companies, they regret it end up going back to an MSP or me.
An MSP would be an outsourced helpdesk, though.
In essence yes, but by that I mean you don’t get any random person to deal with them.
Do you just mean that you are thinking of outsourced as much larger pool?
Yes, outsourcing.
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@dbeato said in Anyone Ever Outsource Help Desk Level 1?:
@scottalanmiller said in Anyone Ever Outsource Help Desk Level 1?:
@dbeato said in Anyone Ever Outsource Help Desk Level 1?:
@scottalanmiller said in Anyone Ever Outsource Help Desk Level 1?:
@dbeato said in Anyone Ever Outsource Help Desk Level 1?:
@aaronstuder said in Anyone Ever Outsource Help Desk Level 1?:
Looking for experiences, good or bad.
Not a good experiences for companies, they regret it end up going back to an MSP or me.
An MSP would be an outsourced helpdesk, though.
In essence yes, but by that I mean you don’t get any random person to deal with them.
Do you just mean that you are thinking of outsourced as much larger pool?
Yes, outsourcing.
Outsourcing can be just a single person. Outsourcing only means going to an outside firm, doesn't tell us anything about the size of it. A large percentage of IT oursourcers are just one and two man shops.
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We tried it with a supposedly big and good MSP.
It didn't go well. Response times were horrible, issues didn't get get taken care of properly, their software was a big PITA on all endpoints and servers.... just to name a few.
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@tim_g said in Anyone Ever Outsource Help Desk Level 1?:
We tried it with a supposedly big and good MSP.
It didn't go well. Response times were horrible, issues didn't get get taken care of properly, their software was a big PITA on all endpoints and servers.... just to name a few.
Did they pay for dedicated helpdesk or try to go cheap with a "pool" where you are just mixed in with all other calls?
