Why using Desktop Support is central to an efficient service
At Hayachi Services we are incredibly fond of Desktop Support (sometimes referred to a to as Deskside Support) because it means we offer a Level 2 and 3 service as our standard line. This in turn means that our clients can deliver their IT Support Services and IT projects in a more streamlined way rather than routinely chopping and changing engineers.
We are so fond of Desktop Support that we do in fact offer our Service Desk as a completely complimentary service to it, because you deserve to have someone on-site and on-hand when you are in greatest need.
Remote Support is an excellent supplement to Desktop Support but can never replace it, as anyone asked by a Service Desk Analyst to work with unfamiliar IT kit could attest to.
Below are some of the myriad benefits of using Desktop Support as your first port of call:
- An onsite presence ensures a prompt response
- Someone familiar with IT kit can attend to IT issues which saves time
- Enhances disaster recovery response times as you have a single point of contact familiar with your IT estate
- Allows proactive user-education to avoid future IT issues
- A more tailored service ensures you get more value for money
- Saves you money on IT projects because you already have available resource
- On-the-ground knowledge to respond to urgent or complex issues/projects
- Facilitates innovation within your firm rather than only being reactive
Being able to make the most of your staff is what IT systems exist for – productivity. In the same vein, it is important to ensure you have the most productive and specialist person(s) assist you with IT Projects, Support and Maintenance.
Hayachi Services prefer on-site and dedicated resources because it fundamentally offers a higher-quality and better-value service that serves our clients needs best. Our preference for on-site expertise is among the many reasons we have always delivered our IT Projects on-time and on-budget at every occasion.
Many IT Service Providers opt to charge you for access to Level 2 or 3 support, and at a higher rate band. This in turn means that a good deal of time is wasted at 1st line (Level 1) support during your most time-sensitive and critical issues, which wastes your time while still remaining chargeable.
Not making the most of Desktop Support is wasteful and expensive – any firm that charges you for their very most junior staff can never offer value for the expertise you are rightly intending to receive.
We offer these insights with years of experience helping Managed Service Providers retain their top-clients, through our proven model of providing on-site Support Analysts.
What is more efficient when using Desktop Support?
Efficiency can mean different things to different people, it is about striking a natural balance between volume and quality of work delivered.
Where our clients make the most on volume from our Desktop Support offering is with the Service Desk – it is complimentary to the on-site service and as such enhances it, providing effective triage and quick-fixes for day-to-day and project work.
Where our clients make the most on quality is through the on-site expertise of the Desktop Support team themselves – building knowledge about how your firm operates allows them to prioritise tasks and attend to the most pressing concerns with context. This in turn can be fed back to our Service Desk for them to emulate this foreknowledge.
Many IT Service Providers try to offer an on-site service without offering complimentary Remote Support which prevents them from working on projects on busy days where the Service Desk could step in for support. This bare-minimum approach fails often.
Conversely these very same IT Service Providers suggest you should pay for an experienced Support Analyst or Project Engineer, where they in fact have no brief for the day or any familiarity with your core operation (because they are not dedicated).
By structuring Desktop Support as your first port of call for time-sensitive or complex challenges you can tap straight into the expertise you need as and when you need it. Instead of being Remote-first you can rest assured in having a dedicated expert, if only a single person once a week, to ensure things get done by a Support Analyst familiar with your organisation.
With us, the Service Desk is always there: you pay for quality and freely receive volume.