One of the best ways to ensure a successful transition is to provide feedback to your help desk services provider and meet regularly with them throughout the process. These meetings are a good time to discuss your top five key performance indicators, along with any other questions or concerns you may have. If you plan to let employees go, you’ll need to be sure you have a backup plan. Many of your employees may decide to find new jobs before the transition period is over, which means there may be a gap in your help desk support.
Analytics are helpful, but they are even more impactful if you understand what they are forecasting. Work to understand which of your metrics are leading indicators that something needs to change and which are signs that something is already causing problems. With direct integrations of all of your features, you minimize the amount of context switching your team needs. Beyond that, your analytics and reporting are even more in-depth when you keep everything under one roof.
Step 1: Get your team on board
IT help desk staff are the first line of support for application end users. But with the ubiquity of advanced technology inside the average person’s home, organizations’ user bases have outgrown the traditional help desk. To get here, you have to have had lots of hands on experience, both with successful deployments and failed deployments. There isn’t an architect out there who hasn’t dealt with failures or mistakes in their career. At this level you are an influencer, trusted advisor and liaison between the decision makers and the administrators/engineers who will bring your design to life.
- Share all the information you have on these systems with your outsourcing partner by providing detailed descriptions before the transition.
- You can network online, by joining professional groups, forums, or communities related to project management or your industry.
- While it can seem like a lot of work upfront, investing in a help desk is important for the long-term success of most customer-facing teams.
- During those sessions, you’ll review KPIs, take a good look at the data, and check in on overall performance.
Adding CompTIA Security+ to your resume shows employers that you can perform these core security functions – and launch your IT security career. While many existing roles are unfilled due to a lack of qualified candidates, there are also newly-created positions that have been developed to meet the needs of new and emerging technologies. Working at the help desk is a great way to begin a career in cybersecurity. And working with and training end users is a big part of keeping an organization secure. While a job at the help desk is a great way to launch a tech career, it’s usually a stepping stone to something bigger and better.
CompTIA A+ > CompTIA Network+ > CompTIA Security+
Required Systems and Operational IntegrationsA transition process needs to be smooth. As such, much thought should be given to the systems that will facilitate the transfer from in-house to outsourced. After everything has been communicated, a detailed description should then be documented before integration. A good transition plan is like a vision statement that shows how a smooth transition to outsourced help desk services can be beneficial to your organization. When there’s a clear description of how the impending transition will blend with your current operations, it can be a very easy and successful process. Newly developed or improved services should be transitioned appropriately to the support team.
Let everyone at the company know what is happening, and the impact it may have on them. Review your “time to resolution” as a guide to how long those conversations typically continue. A second small migration might be needed a week or two after the switchover to capture the last set help desk engineer of conversations. Your help desk provider can (and should) give you advice on the best approach for your situation. A help desk is vital to providing informed, reliable customer support, which can make switching help desks feel like performing surgery on a moving roller coaster.