How to Save IT from Wireless Help Desk Nightmares
title=Ensures High-Quality Service with Low Impact on IT} Reason No. 2: Ensures high-quality service with low impact on IT It's hard for the IT team to maintain a positive reputation when it's struggling to fight fires and unable to focus on other priorities. Typical enterprise IT teams are not equipped with the advanced skills needed to address the array of wireless ordering, as well as the mobile device and application issues that typically flood a help desk. Nor can they possibly stay up to speed on the ever-expanding range of devices and mobile applications that continuously hit the market.These types of measures allow the IT department to focus on revenue-generating and protecting programs rather than burning time troubleshooting to resolve wireless problems-and likely taking a customer satisfaction hit in the process. Instead, managers can redeploy IT staff to complete higher priority projects in their core competency areas.
Conversely, when wireless help desk is outsourced, IT manages the outsourcer and builds service-level agreements (SLAs) into the contract to generate consistent results, without having to do all the legwork. For example, a large financial services company in the United States successfully secured SLAs that required their outsourced wireless help desk to yield a minimum "four out of five" rating for customer satisfaction results, and required wireless help desk personnel to pick up calls in under 90 seconds at least 85 percent of the time.