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The Virtual Help Desk

David Strom10/20/2011

david@strom.com

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Who is David Strom?

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Agenda• How help desk service is critical• The troubled track record of help desks• Understanding your users’ needs• Preventing a resource drain• Budgeting• Picking the right partner • Your virtual help desk

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Our guest

Tom O’BrienWashington Square Associates, Stafford Virginia

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Salary range for support pros: $35,000 - $60,000

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Consider outsourcing your

help desk

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Time for the first poll

• What has been your experience with getting telephone support from your primary vendors?– Exemplary– Satisfactory– Unsatisfied for the most part

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Excellent service required

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Poll results

• What has been your experience with getting telephone support from your primary vendors?– Exemplary– Satisfactory– Unsatisfied for the most part

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Call handling skills needed

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Requirements

• Experienced team• Knowledge of technologies involved• How proficient the client’s end users are

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Three elements

• People• Processes• Technology

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More than just a PC + phone

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Typical scenario

• $12 to $40 per incident• Typical caller makes 1.25 calls per month

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Cost breakdown

• Technology• Overhead• Staff • Hidden costs

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Staffing costs

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SLAs

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Time for the second poll• Are you more or less interested in outsourcing

your help desk based on what you have heard so far?

• More interested• Less interested

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Services

• PC and network troubleshooting • Handheld device configuration and

troubleshooting• Administrative tasks • Software installations • Virus/spyware removal

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Benefits

• More time to focus on core businesses• Significant operations cost reductions• Quicker setup than trying to do it in-house• Eliminating infrastructure and staffing

expensies

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Poll results

• Are you more or less interested in outsourcing your help desk based on what you have heard so far?

• More interested• Less interested

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Conclusion

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Questions?

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