Anyone Ever Outsource Help Desk Level 1?
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@irj said in Anyone Ever Outsource Help Desk Level 1?:
@scottalanmiller said in Anyone Ever Outsource Help Desk Level 1?:
@irj 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.
He might be referring to contractors or day laborers that do 1-3 month contracts at a time.
Yeah, don't do THAT of course. And don't send it to some place that has terrible labour laws. But definitely outsource it. Essentially all helpdesks act outsourced whether there are in house or not anyway.
Very true. Most Help Desks always have really rigid customer service requirements. You have to kiss the user's ass where other departments are much more lax when dealing with users.
And often kept away in a different room and everything.
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@scottalanmiller said in Anyone Ever Outsource Help Desk Level 1?:
@irj said in Anyone Ever Outsource Help Desk Level 1?:
@scottalanmiller said in Anyone Ever Outsource Help Desk Level 1?:
@irj 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.
He might be referring to contractors or day laborers that do 1-3 month contracts at a time.
Yeah, don't do THAT of course. And don't send it to some place that has terrible labour laws. But definitely outsource it. Essentially all helpdesks act outsourced whether there are in house or not anyway.
Very true. Most Help Desks always have really rigid customer service requirements. You have to kiss the user's ass where other departments are much more lax when dealing with users.
And often kept away in a different room and everything.
Yes, kind of odd actually when you think about it.
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@irj said in Anyone Ever Outsource Help Desk Level 1?:
@scottalanmiller said in Anyone Ever Outsource Help Desk Level 1?:
@irj said in Anyone Ever Outsource Help Desk Level 1?:
@scottalanmiller said in Anyone Ever Outsource Help Desk Level 1?:
@irj 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.
He might be referring to contractors or day laborers that do 1-3 month contracts at a time.
Yeah, don't do THAT of course. And don't send it to some place that has terrible labour laws. But definitely outsource it. Essentially all helpdesks act outsourced whether there are in house or not anyway.
Very true. Most Help Desks always have really rigid customer service requirements. You have to kiss the user's ass where other departments are much more lax when dealing with users.
And often kept away in a different room and everything.
Yes, kind of odd actually when you think about it.
Often for security. Because they need to talk to customers often and that is distracting to other people and often there is security information that needs to be shared.
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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?
