The Technical Helpdesk takes care of inquiry management, PC support, server support and support of other devices - such as networking devices, mobile handsets and PDAs, peripherals such as digital cameras and printers and consumer devices such as camcorders and gaming devices. Technical helpdesk outsourcing involves transitioning the technical helpdesk function from within an organization to an external service provider.
Technical helpdesks contribute to organizational performance in many ways:
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In the U.S and the European Union, technical helpdesk is viewed as a short-term career option and attrition rates are very high. In India, technical helpdesks are seen as a viable long-term career considering the surplus of educated and technically trained labor available here. Offshoring technical helpdesk functions to India ensures continuity of operations, high quality and cost benefits.
Global corporations have had to focus on customer service and post-sale technical support as critical service differentiators that help them stay ahead in a highly competitive business environment. Outsourcing IT helpdesk service is no longer looked at as a short-term cost-cutting tool with the focus now shifting to long-term competitive gain.
Transitioning a customer's onsite technical service desk to an offshore model with least disruption and minimum cycle time is a challenge in outsourcing technical support functions.
The Technical Helpdesk Infrastructure capabilities of the offshore partner are a significant factor in ensuring seamless transitioning of helpdesk functions. Offshore technical support centers and IT helpdesks in India invest in cutting-edge technologies and state-of-the art technical service desk infrastructure.
Helpdesk Infrastructure capabilities offered at O2I's state-of-the-art Technical Helpdesk include
The technical helpdesk infrastructure capabilities are sufficiently reinforced by backend support agreements.
Companies aim to achieve a desired gain on their balance sheets and technical support service providers must relentlessly deliver value in addressing each client's specific business goals. The one-size-fits-all option no longer exists for global contact centers - that is, one location, one technology, one business model. Helpdesk models must be tailored to the needs of individual customers for successful outsourcing outcome.
Besides reduced operational costs, outsourcing technical helpdesk services help organizations in many ways:
Read more about the range of technical support services offered in India and additional information about the technical recruitment and training process, infrastructure, and other aspects of technical support services in India.
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