Managed Help Desk

IT managed help desk

Add strategic value to your organization and free your IT staff to focus on mission critical initiatives.

An outsourced service desk takes a holistic approach to end-user’s needs by addressing virtually everything that happens within an IT environment. Service desks handle adds, moves, and changes – ensuring that your business runs smoothly. Think of a service desk as a liaison between the technology itself and the users of the technology.

Implementing an outsourced service desk will help your organization take the next level in addressing needs to more closely align technology services with business objectives. With over 20 years of providing Managed IT Service Desk to government and commercial customers, CRI Advantage is a leading provider of outsourced IT service desk offerings.

How Does an Outsourced Managed IT Service Desk Help my Business?

As your company grows, you may encounter growing pains, including the ability to scale your IT services team. Hiring additional people is often expensive and not always justifiable. Many companies have found partnering with a managed service desk provider to be more manageable and cost-effective than a do-it-yourself approach. The primary role of an IT service desk is to serve as the primary point of contact for monitoring incidents, addressing user requests, and providing a channel between other service management functions and the user community. In addition to these core functions, the service desk often plays an active role in capturing change requests, managing software licenses, and assisting with problem management. A trusted managed service desk provider can help you avoid the expense of ramping up headcount, save time by removing the need for recruiting or training, and can even help you scale more quickly by adding skills and expertise you don’t currently have.

The CRI Advantage Approach to Managed Help Desk

CRI has been designing and implementing IT Managed Services offerings for over 30 years for some of the largest and best-known corporations and Federal agencies in the US. We will manage and transform your IT infrastructure with our Managed Service Desk offering, for a fixed monthly price. Our support comes with available options like 24×7, on-site or off-site, knowledge base or virtual agents, security levels, and others. We provide Tier 0 (self-help or virtual agent), Tier 1 (technical support agents), Tier 2 (on-site technicians), and Tier 3 (engineer level) services from our 24x7x365 Operations Center in Idaho Falls, ID. Our Idaho Falls facility has FISMA moderate-rated areas and supports commercial and government customers. We leverage all cloud technologies to ensure that we are always available for our customers.

Desk-side (On-site) Support

CRI’s on-site managed service offering provides staff on-site to resolve your IT issues. Our staff will support your staff in a number of activities from end-user support to application or system configurations. Our professional staff is trained and will provide the skill set and experience that your organization needs.

Our menu of Managed Services offerings includes:

  • Customizable 24x7x365 Help Desk via phone, mobile phone, texting, and web apps
  • Desk-side (On-site) IT Resources As-Needed
  • Office 365 Administration
  • Remote Monitoring and Management
  • Asset Discovery and Management
  • Patch and Upgrade Management
  • Cloud Hosting (AWS, Azure, and Private)
  • Cybersecurity

ITIL’s definition of a service desk is as follows: “The single point of contact between the service provider and the users. A typical service desk manages incidents and service requests and also handles communication with the users.”

Technical definitions aside, customer service should be the most important aspect of your business if you care about sustained growth. With humans at the helm of customer service, the right service desk takes your business to the next level: it can mean the difference between meeting and exceeding customer expectations.

Leveraging the collective experience of the CRI team has proven to be of great benefit to our clients. Not only will we intimately know your environment, but we’ll also invest to understand your business goals. We’ll then develop a strategic roadmap that identifies the solutions, including estimated budget and dependencies that will ensure that those goals are met and position the company for future growth.

It’s likely that you’ve seen service desk and help desk services used interchangeably – but they are different practices.

A help desk service is designed for businesses who need to solve immediate technical needs and issues. A help desk provides direct help for a direct problem.

A service desk offering is more strategic. It has a stronger emphasis on the needs of the business rather than the direct requests of the customers. The Information Technology Infrastructure Library (ITIL) defines the Service Desk (Service Operation) as “the single point of contact between the service provider and the clients.”

With a service desk offering, sample features include automated emails and updates, comprehensive tracking and reporting, dashboard implementation and management, scripted responses, automatic ticket routing, an integrated knowledge base, Service Level Agreement (SLA) tracking, escalation procedures, and more.

In many cases, a help desk service is a component of a service desk offering – but each situation, as each organization that uses the tools, is unique.


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