IT Help Desks: The Advantages of Going Direct-to-Technician

When businesses outsource their IT needs to a different company, one of the first benefits they are introduced to is the IT Help Desk. If you aren’t familiar with an IT help desk, we will explain it in this article. But even more so we will also explain how Workplace IT provides fast, local support by offering a direct-to-technician help desk. Keep reading to learn what makes our approach unique and why it’s a great solution for businesses in Sioux Falls and beyond.

What is a Help Desk?

The definition of an IT help desk, according to Tech Target, is “the individual, group, organizational function or external service that an IT user calls to get help with a problem.” The definition makes it seem like all IT help desks would be the same, right? This couldn’t be further from the truth, though; while you may dial a number on your phone to call for help, where that number takes you can be completely different from company to company. Many help desks operate with multiple layers of support, meaning that when you call in for help, you speak with a representative who then passes your issue on to a technician. This layered approach can help companies initiate troubleshooting faster, but it often can result in delays. However, with Workplace IT Management’s direct-to-technician help desk, the delays are eliminated because instead of having to go through multiple steps to talk to a technician. Users are immediately connected to a technician when they call in.

Direct-to-Technician: The Direct Way To Get Help

When you choose Workplace IT Management, you get a streamlined process for getting help with your IT needs. Direct-to-technician help desks cut down on the time and hoops you have to go through by connecting you directly to technicians who are ready to dive directly into any problems you may be having. Whether you want to call or email, we are here for you. Here’s how it works:

1. Direct Technician Access: Users call a direct line that they are provided by their IT company and speak immediately with a technician instead of having to go through several hoops to finally get someone who is able to answer their question.
   
2. After-Hours Assistance with Minimal Delay: While the average wait time for someone who calls the help desk is 30 seconds during the work week, we also offer after-hours support where you may have to wait 1-2 hours when issues arise. We have technicians on call to ensure our users can still get the help they need when an emergency arises instead of having to wait until the next business day.
   
3. Local Support: The best part of our direct-to-technician approach is that our support team is all local. Instead of calling a number that takes you to someone in New York or California, when you call Workplace IT Management, you are connected immediately with someone in Sioux Falls. They may even be less than 5 minutes from where you are at. This means that our clients work with technicians who understand their needs and the local environment.

The Benefits of Going Direct-to-Technician with Local Support

While we think you can already see the reasons why someone would want to work with a managed IT company that offers direct-to-technician support, we’ve listed below some of the benefits of choosing the direct model.

• Quicker Resolutions: When you can connect to an IT expert in under 30 seconds, it minimizes the back-and-forth you have to go through with other companies and get users back to work faster.
  
• Personalized Support with Familiar Faces: Also, when working with a direct-to-technician approach, you get the same technician each time. This allows companies to develop a level of trust and familiarity that improves service quality, and the technician can get a better understanding of each client’s unique needs.
  
• On-Call Coverage After Hours: Help when you need it. Even though there may be a short delay, users can still count on support in Sioux Falls if someone goes wrong after hours or on the weekends, reducing potential downtime during emergencies.

Why Choose Workplace IT Management’s Local, Direct-to-Technician Help Desk?

After reading this article, we think that you can now reasonably understand why choosing a company that offers direct-to-technician support is the way to go when selecting a company that offers IT support for businesses. The direct approach ensures that our clients experience minimal downtime and faster issue resolutions. For companies in Sioux Falls, our local support means we’re right here when you need us, offering a more personalized experience for all our clients. If you are a business in Sioux Falls and want to see how the direct-to-technician approach can help your company, contact Workplace IT Management today.