Outsourcing help desk service functions is becoming more common. According to the HDI 2018 Technical Support Practices and Salary Report, top factors leading companies to outsource help desk support include the high cost of hiring full-time help desk staff and the needs for expanded help desk support and service outside of a business’s area of expertise.
There are many benefits to outsourcing customer support, but it’s not always easy to find a help desk service that understands the needs and challenges companies face. We talked to Darin Enterline, Las Vegas Service Center director, about Robert Half’s Las Vegas Service Center (LVSC) and the benefits of using their help desk support services.
When did Robert Half start the LVSC and why?
Robert Half has been in the business of providing help desk support resources for decades, so we clearly understand the needs and challenges our clients face. We created LVSC a few years ago to provide additional offsite managed help desk services to our existing clients who might want to better optimize their help desk budget — and for new clients who might not be able to work with us without an off-site option.
What services does the LVSC offer clients?
LVSC is part of our Managed Technology Solutions group. It offers clients an assortment of remote IT services including Tier 1 and Tier 2 help desk support, remote patching and monitoring, and other similar services. We offer companies solutions in both a shared and dedicated model and can directly integrate into our clients’ existing technology systems to give a seamless experience to the end user.
What are the benefits of using the LVSC and who should use it?
Many of our clients are looking for a solution to offload their high-volume, low-value tasks such as password resets, for example. These are tasks necessary to end-user support that consume significant time for in-house employees whose skills could be better dedicated elsewhere. Through the LVSC, we can take on these technology functions and free a client’s internal support team to focus on more strategic tasks.
How are clients using the LVSC?
We provide Tier 1 and Tier 2 help desk services to most of our current clients. We partner with their existing IT organization to become the intake and user-facing front line. In this way, we offer a first-level resolution of IT-related issues such as password resets, account unlocks, general troubleshooting and light application support. Additionally, we add value for issues unresolvable at the help desk level through triage: We gather the necessary information for higher tier internal support resources before escalating the issue to them. This enables a client’s internal support team to focus on more strategic tasks and get all the necessary support information for a break or fix action in a streamlined way.
How is the LVSC different from the competition?
We offer a “follow the sun” experience for support with 24-hour, year-around availability. Many clients consider the fact that we are in the United States, and not offshore, to be an advantage. Additionally, the operational services that we offer from the LVSC are backed by the full capabilities of Managed Technology Services, Robert Half staffing and Protiviti. This allows us to offer a full range of services to a client, from IT transformation and security to project-based deployments.
Learn more about the Las Vegas Service Center:
Do you need to hire more help desk professionals? Call our Las Vegas Service Center at 877.726.9319 or submit a request here to learn more about our services.