Desktop Support - Delivering Round-the-Clock Business Critical Endpoint Support Services for Users – The Managed Service Provider Advantage

Using managed service providers for desktop support is a wise decision that allows your IT teams the ability to focus on more important core capabilities

Today’s businesses need to ensure employees operate productively and consistently. A task that becomes even more challenging when the workforce is highly dispersed with part and full-time remote working. But that’s not the only issue. In addition to providing users with rapid response to their day-to-day queries, everything from connectivity issues through to password resets, IT leaders also need to be certain their data and systems stay secure. That means staying on top of device and software updates as well as ensuring secure connectivity measures are always in place to prevent unauthorised access and data breaches.

With existing IT teams focused on growing the organisation’s core capabilities, delivering a highly responsive service to users while ensuring that user devices are constantly updated takes up valuable time and resources that are desperately needed in other areas.

What’s more, dealing with the hardware and software asset management tasks associated with onboarding new employees represents a considerable administration headache for IT administrators. As a result, it can take weeks to deliver or retrieve devices from the field. All of which impacts workforce productivity and agility, while lowering user satisfaction scores.

Managed Service Providers can Exponentially Reduce Desktop Support Costs While Improving Response Rates

But perhaps the biggest headache of all for IT decision makers is the escalating cost associated with maximising first and second level resolution. According to Gartner, how end user operations and the desktop environment is managed and supported remains a critical factor for reducing TCO. So much so, that Gartner Group’s research indicates that an unmanaged PC can cost as much as $40,000 to support in terms of software upgrades, configuration changes and end-user support over its lifetime.

Perhaps this explains why many organisations both large and small are now choosing to avoid these unexpected costs and outsource their desktop support to specialist managed service providers.

Managed Service Providers and Desktop Support – Reducing TCO While Elevating End-User Experience and Productivity

Covering everything from device provisioning through to device configuration and management, managed service providers offering desktop support ensure that users can tap into the help they need, the moment they need it, without distracting in-house IT staff that are focusing on other strategic initiatives to do so.

With the right managed support service in place, it becomes possible to resolve desktop maintenance and support headaches and minimise any downtime that impacts user productivity. This ensures that users always get the support they need regardless of whether they are in the office, working from home, or on the move. More importantly, in addition to improving the user experience, organisations are also able to tap into the expertise and manpower they need. A move that releases their internal IT teams to focus on more strategic business tasks.

In today’s ever-changing world, the desktop environment needs to be proactively managed to ensure that data stays secured, and day-to-day business operations run seamlessly. A managed service provider will take care of all IT service management (ITSM) operations, including security monitoring and response. That means that devices are always kept up to date with the latest updates and versions and proactively monitored 24 hours a day for security issues.

When it comes to Desktop and endpoint device TCO, the most significant cost is associated with the need to deliver managed support to users. These technical labour expenses can include everyday deployment and support tasks, help desk, technical standards development and review, as well as managing the time-consuming complexities of enabling support for non-standard device configurations and access needs.

But when it comes to endpoint TCO, IT leaders know that in addition to direct costs such as hardware, software, operations, and administration, there are indirect costs such as end-user disruptions and downtime to consider.

According to Gartner, these per user IT costs can add up to around $700 a month when all IT costs are considered. Meanwhile, research has found that employees lose on average around 30 minutes of productivity a week thanks to PC-related issues or having to pause productive work to help out a colleague who is having technical problems.

By outsourcing the management of their desktop environment, organisations can significantly lower their TCO and enhance their overall IT efficiency. That’s because moving to a fixed price monthly support contract delivers predictable cost efficiencies while simultaneously elevating the quality and speed of support delivery, not to mention the increase in worker productivity and job satisfaction which can sometimes be substantial.

Shifting From Reactive to Proactive Desktop Support Services

When it comes to delivering technical service and support for users, organisations of all sizes will typically operate in a reactive rather than the preferred proactive support model thanks to time, money and internal resource limitations.

But in a world where optimising operational excellence is becoming a ‘must have’, delivering an agile end user experience is more critical than ever when it comes to meeting fast evolving end-user demands and needs. Bottom line, being agile saves time and money and increases productivity, enabling users to work better and faster.

What’s more, for today’s time-sensitive users getting a rapid response and the direction they need is mission critical. The sooner they get an answer, the better. That means optimising ticket responses and initiating new approaches to ensure that users can always access the tools they need to do their work.

In today’s digital age, IT support services such as desktop support have a big impact on user satisfaction scores. In our experience, monitoring metrics like ticket volumes and average ticket handling time alone won’t provide insights into what this translates into from the perspective of business performance and outcomes. Most importantly, it doesn’t measure the overall end-user perception of IT support or deliver any indication into how many times users have had to repeatedly ask for help to get their issue resolved.

Bottom line, the technical issues today’s remote and hybrid workforces encounter are increasing. To keep employees happy, productive and engaged, organisations will need to optimise how they deliver desktop support. That means eliminating friction and frustration for users by dealing with issues fast and effectively, and ideally by preventing issues from occurring in the first place.

Managed Service Providers, Desktop Support and Navigating Digital Complexities with Ease

Managed desktop support services delivered by managed service providers (MSP’s) offers unparalleled access to skilled expertise and support. In other words, highly trained IT professionals whose expertise and specialist know-how enable efficient problem-solving and best practice implementation as well as the strategic delivery of services designed around the business’s unique needs, all of which is essential for ensuring swift issue resolution irrespective of time or day, minimising disruptions, and maintaining workflow continuity.

Managed service providers enable It staff to focus on core objectives rather than troubleshooting end user issues or undertaking routine ITSM tasks. Working with a managed services support partner can help turbo charge business growth and innovation. Furthermore, it makes it easier for organisations to deploy new technologies to get and stay ahead of the competition.

Managed desktop support can play a pivotal role in enabling SMBs and large enterprises to flex and scale the support resources they need without overburdening internal systems or budgets. That means that during periods of growth, or increased user demands, for example mergers and acquisitions, TUPE, or major projects involving contractors, support can be quickly, and easily scaled up for as long as it takes at a fixed and predictable monthly cost.

When it comes to leveraging new software or tools effectively, a managed service provider offering desktop support ensures that challenges around the provision of end-user operational support won’t hamper them from forging ahead.

Managed Service Providers, Desktop Support and Boosting Your Security Stance

Proactive consistency is the key to improving your organisation’s security posture. A contracted managed service provider will ensure that permissions are configured securely at a device and user level as well as provide the remote monitoring of everything from virus protection and security logs through to spam removal so that the security stance of your organisation can be significantly improved.

Indeed, a good managed service provider will manage everything from anti-virus file updates for desktops through to handling the automation of monthly security patch updates to ensure you stay secure. They can also undertake periodic and annual cybersecurity assessments that will provide a comprehensive view of your entire environment and keep you alert to emerging threats.

With the assistance of a 24/7 technical support team businesses can ensure that crucial security measures are set up and functioning as they should be. This can include enforcing password protection, authentication, and identity and access management. Added to which, an outsourced team of cyber security experts can be on hand to contain and eradicate threats if needed.

The top 8 benefits of managed service providers for desktop support

With 24/7 desktop support, users are empowered to focus on their primary day-job tasks without being hampered by technical difficulties. Everyone can get on with their work, day or night, knowing that they can access support services whenever they encounter technical issues.

Let’s take a quick look at the top 8 benefits for organisations and their users:

• Continuous availability – anytime of the day or night, every day of the year, and no matter where users are located.
• Rapid response – minimising downtime and disruption for users and business operations.
• Remote assistance – issues can be diagnosed and resolved remotely, boosting first-contact resolution rates.
• On-site support – ideal for resolving more complex issues, handling installations, providing 1-2-1 user training and more.
• Service level agreements – metrics that ensure the quality and reliability of support services while measuring the type of experience users can expect and tracking their satisfaction with the service.
• Multichannel support – available by phone, email, instant chat and self-service, giving users multiple options for seeking assistance in the way that works best for them in each scenario.
• Access to deep expertise – including managed security and industry compliance.
• Cost savings – a set monthly cost per user that is especially beneficial for small-to-mid-sized businesses that don’t have the resources to employ multiple in-house technical experts.

When users have access to IT support whenever and wherever they need it, they spend less time troubleshooting issues and more time working on tasks that are important to the business and its customers.

Initiating proactive support services with a trusted support partner reduces the internal resource requirements needed to maintain desktop environments while enabling the delivery of specific cost-effective services that enable you to achieve your business continuity goals.

When Forrester conducted research with organisations utilising desktop support, they reported achieving some key outcomes in four primary areas:

• Improved user satisfaction and productivity
• Reduced time spent sourcing, configuring and deploying devices
• Empowered IT teams
• Improved endpoint security and protection

This translated into a 35% reduction in help desk calls relating to device issues, 50% less IT FTE hours required to maintain the desktop environment, and 90% less time required to set up end users.

Desktop and Endpoint Support Services – Remote IT Onboarding and Offboarding

With experts predicting that 70% of the workforce will work remotely at least five times a month by 2025, organisations will need to reshape and streamline their onboarding and offboarding processes

With over 80% of organisations now operating a hybrid remote working model it makes sense to look at the requirements for operating an efficient desktop support environment with regards to on, and offboarding of staff and their devices.

Manage Service Providers, Desktop Support Services and Remote IT onboarding

Remote IT onboarding is no longer the exception, it’s becoming the norm. Proper remote onboarding doesn’t just impact business performance, it’s also a concern for new hires. The top challenges for internal IT teams include:

• Handling equipment logistics – ordering and shipping devices to remote employees requires additional planning and organisation.
• Set up – ensuring employees have the right software installed on the devices and the right access to the tools they’ll need.
• Data security – creating policies and processes to keep employee devices secure, no matter where they are working from.

Outsourcing desktop services including endpoint device management and setup to a managed service provider ensures a smooth and consistent onboarding experience for new hires by provisioning devices and providing access to systems in a fast and professional manner.

Manage Service Providers, Desktop Support Services and Remote IT offboarding

Executing the efficient and secure offboarding of a remote worker from the organisation is a must have that will involve several key tasks.

• Retrieving organisational assets such as monitors, devices, printers and access cards.
• Regaining software, VPNs, email and other accounts and credentials and changing these ASAP.
• Identifying data storage locations and backing up all data.
• Checking records for data transfers and investigating suspicious activities.
• Preparing assets for redeployment or recycle including any necessary data destruction

Utilising managed service providers to handle the offboarding process ensures you’re able to efficiently and safely handle the termination process by revoking access rights and securely transferring or archiving data as well as reclaiming all devices and offsite storage.

Managed Service Providers, Desktop Support Services and Understanding the Options

Working with a managed service provider like Bell Integration enables organisations to outsource IT tasks that the internal IT team doesn’t have the time to tackle. This can include remote support, IT help desk for users, security monitoring, employee onboarding and offboarding, IT asset tracking and record keeping, and more.

With over two decades of experience helping businesses of every size keep pace with fast-changing end-user needs, Bell Integration knows what it takes to resolve desktop maintenance and support headaches.

Our services ensure your desktop environment is proactively managed, compliant, and secure. Plus, we’ll handle everything from software rollouts to desktop upgrades and tech refreshes in a streamlined way, while ensuring you stay informed and in control.

We’ll also take care of handling asset management challenges, like keeping track of devices and what’s installed on them. We’ll also take care of new joiner and leaver management tasks on your behalf.

Designed to deliver business critical support when and where it’s needed, our next-generation desktop management services enable you to tailor support to your exact needs.

• Round the clock – Personalised support from our expert team gives you a 24/7 service that meets end user needs fast.
• Desktop support and on-site technicians – We’ll troubleshoot any issue, anyway your people want.
• Support for all technology assets – We cover everything from desktops and laptops to mobile devices.
• Open-box ready – We’ll ship pre-built and pre-imaged devices in hours not days, direct to users wherever they are located, at home, in the office, or to a secure smart locker for ultra-convenient fast pickup, ensuring that technology access issues and delays never get in the way of your users productivity.
• Continual improvement – We’ll profile and assess service calls to identify where end-user education and training will help resolve recurring issues and automate in any areas that can benefit from doing so.

Managed Service Providers, AI, and Desktop Support

Artificial Intelligence (AI) is transforming desktop and endpoint device support within managed services, significantly enhancing user experience, productivity, and cost-efficiency. By automating routine tasks and providing real-time assistance, AI enables support teams to address issues promptly, reducing downtime and boosting employee satisfaction. For instance, AI-powered tools can swiftly diagnose and resolve common technical problems, allowing users to focus on their core responsibilities. A study by Forrester revealed that organisations utilising AI-driven support experienced a 57% reduction in time spent on IT support for laptop and desktop issues, leading to a 68% increase in employee productivity due to shorter wait times.¹

In terms of cost savings, AI streamlines support operations by minimising the need for in-person interventions via the optimisation of resource allocation. The same Forrester study reported a 45% cost reduction for in-person IT support and a 15% decrease in on-site support visits with the implementation of remote support tools and services.

Additionally, AI’s predictive capabilities can proactively identify potential issues, preventing costly downtime and further reducing support expenses.

The integrating of AI into desktop and endpoint device support by your managed service provider not only elevates user experience and productivity, but also delivers substantial cost savings, making it a pivotal component in modern managed services. Simply stated, AI as part of your desktop and endpoint support services are extremely valuable and will help you maximise the ROI on your investment in desktop support via professional, and qualified managed services.

Bell as Your Managed Service Provider for Desktop and Endpoint Remote and On-Site Service and Support

Whether you’re an SMB or a global enterprise Bell will help you reduce operational costs associated with supporting your people and their desktop, laptop and remote working environments.

You’re free to select as much support as you need. From outsourcing everything including the procurement, configuration and shipment of devices direct to end users, through to selectively handing over a number of support processes for us to co-manage on your behalf like help desk, asset management, routine maintenance and security update tasks.

Our end-to-end service approach means it’s easy to expand your IT team without the headaches and costs associated with full-time staff. Our trained specialists will troubleshoot and manage technical issues 24/7/365 and will provide a breadth of services that include:

• Dedicated analysts who can optimise your desktop and other endpoint environments
• Next generation help and service desk support
• Remote problem resolution
• Onsite assistance
• Security measures that include virus protection and monitoring, security log monitoring, real-time updates, and more
• Proactive maintenance
• AI implementation to handle repetitive, high-volume, low risk tasks

Bell will enable an efficient, highly available, and cost-effective desktop environment that empowers users to stay connected, engaged, and productive. Our goal is to enable you to balance cost and service, secure in the knowledge that as your desktop environment evolves, and user demands change, you’ll be able to keep pace in a highly effective way.

Bell Integration, the Managed Service Provider you Need to Ensure Secure and Cost Effective Desktop and Remote Device Support Management so Your Employees can Remain Productive and Fulfilled in the Workplace

¹ Rescue