| Help desk outsourcing is a constantly growing industry | | | | processes, such as configuring computers for a new |
| worldwide. With the numerous competing companies in | | | | user, repairing hardware and software, and transferring |
| the industry, it is hard to identify who leads the pack | | | | workstations to another location. Members of this |
| and who is dependable and reliable. It is a headache | | | | team should be able to explain both simple and |
| calling one company after another in order to get the | | | | complicated processes in layman's terms. The |
| necessary help you want. Rating these companies | | | | scorecard will assess how effective they are in |
| should be made easy with a help desk outsourcing | | | | explaining things to customers. |
| BSC or balanced scorecard. | | | | Another team in a help desk outsourcing company is |
| The help desk is an important additional service in | | | | the network team. The scope of their responsibility is |
| many companies. Most help desks provide assistance | | | | explaining to callers certain features of network |
| resource and information to troubleshoot problems with | | | | services, like files, security, and emails. Network |
| mostly computers and other similar products. | | | | hardware, software, and infrastructures are included in |
| Companies provide help desk services by letting their | | | | the areas of specialty for members of the network |
| customers use toll-fee numbers, websites, and emails. | | | | team. Network infrastructures include backup systems, |
| Many companies use third-party companies via | | | | switches, servers, and firewall. The scorecard will |
| subcontracting to provide them with help desk | | | | grade the quality of services based on how each staff |
| services. This practice is known in the industry as help | | | | explains such complicated processes so that they can |
| desk outsourcing. These third-party companies hire | | | | easily be followed by those who are not technology |
| workers who will be trained to master product designs | | | | geeks. |
| and features from the contracting company. This is | | | | There are other teams involved in help desk |
| done to save company resources, lower firm costs, | | | | outsourcing and most scorecards have guidelines in |
| conserve or redirect energies, and make better use of | | | | evaluating them, too. Telecom teams provide help with |
| information technology. | | | | problems related to telephone sets, fax machines, |
| A scorecard can be used to evaluate the quality of | | | | modems, voicemail, VOIP, and PBX. A scorecard |
| help desk service provided by an outsourcing | | | | should be able to determine how well they provide |
| company. A help desk company has several teams | | | | services in configuration of telephone numbers and |
| involved based on the level of troubleshooting they are | | | | voicemail setups. Other outsourcing companies create |
| required to perform. A scorecard will determine the | | | | teams that answer calls related to application |
| effectiveness of each team in providing customer | | | | software and remote access applications. |
| service satisfaction. | | | | Great advancements in information technology can |
| The desk-side team is also called the desktop support | | | | leave other people bewildered and help desks are |
| team. These people are responsible for calls involving | | | | very useful to them. The help desk outsourcing BSC |
| desktop problems, laptops, and other peripherals. The | | | | could help them identify the best company that could |
| desk-side team is mainly concerned with second level | | | | provide them with troubleshooting solutions. |
| issues in computer usage. These are mostly physical | | | | |