{"id":501,"date":"2020-04-21T18:56:53","date_gmt":"2020-04-21T23:56:53","guid":{"rendered":"https:\/\/www.is-t.net\/blog\/?p=501"},"modified":"2022-07-31T21:33:44","modified_gmt":"2022-08-01T02:33:44","slug":"guide-to-outsourcing-helpdesk-support-houston","status":"publish","type":"post","link":"https:\/\/www.is-t.net\/blog\/guide-to-outsourcing-helpdesk-support-houston\/","title":{"rendered":"The Ultimate Guide To Finding The Right Help Desk Support Provider For Your Business."},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"501\" class=\"elementor elementor-501\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-e7a0eca elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"e7a0eca\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-c3df23f\" data-id=\"c3df23f\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7b1dceb elementor-widget elementor-widget-text-editor\" data-id=\"7b1dceb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>For businesses who need Level 1 IT support for their employees, but don\u2019t have the resources or desire to have an in-house helpdesk, outsourcing professional <a href=\"https:\/\/www.is-t.net\/managed-it-services-houston-tx\/helpdesk-services\">helpdesk services<\/a> can be a great way to provide much-needed <a href=\"https:\/\/www.is-t.net\/\">IT support<\/a> at an affordable cost.<\/p><p>When looking for a potential helpdesk services provider, business owners should prepare a list of questions to help determine which helpdesk provider is the right choice for their business. Because the helpdesk is essentially an extension of the business, it\u2019s important that the provider can meet all of the desired qualifications, such as level of experience, hours of operation, and more.<\/p><p>Below are some of the most important questions to ask when choosing a helpdesk provider.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3a02287 elementor-widget elementor-widget-image\" data-id=\"3a02287\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"800\" height=\"400\" src=\"https:\/\/www.is-t.net\/blog\/wp-content\/uploads\/2020\/04\/HelpDesk1_IST.jpg\" class=\"attachment-full size-full wp-image-502\" alt=\"Outsourcing Your IT Help Desk Support\" srcset=\"https:\/\/www.is-t.net\/blog\/wp-content\/uploads\/2020\/04\/HelpDesk1_IST.jpg 800w, https:\/\/www.is-t.net\/blog\/wp-content\/uploads\/2020\/04\/HelpDesk1_IST-300x150.jpg 300w, https:\/\/www.is-t.net\/blog\/wp-content\/uploads\/2020\/04\/HelpDesk1_IST-768x384.jpg 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dca355b elementor-widget elementor-widget-heading\" data-id=\"dca355b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_1 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 eztoc-toggle-hide-by-default' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.is-t.net\/blog\/guide-to-outsourcing-helpdesk-support-houston\/#What_is_your_level_of_experience\" >What is your level of experience?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.is-t.net\/blog\/guide-to-outsourcing-helpdesk-support-houston\/#What_are_your_support_hours\" >What are your support hours?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.is-t.net\/blog\/guide-to-outsourcing-helpdesk-support-houston\/#What_devices_and_systems_do_you_support\" >What devices and systems do you support?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.is-t.net\/blog\/guide-to-outsourcing-helpdesk-support-houston\/#What_is_your_escalation_protocol\" >What is your escalation protocol?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/www.is-t.net\/blog\/guide-to-outsourcing-helpdesk-support-houston\/#Do_you_offer_remote_%E2%80%9Cshare_screen%E2%80%9D_technology\" >Do you offer remote \u201cshare screen\u201d technology?<\/a><ul class='ez-toc-list-level-4' ><li class='ez-toc-heading-level-4'><ul class='ez-toc-list-level-4' ><li class='ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/www.is-t.net\/blog\/guide-to-outsourcing-helpdesk-support-houston\/#IS_T_Can_Help\" >IS&amp;T Can Help<\/a><\/li><\/ul><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n<h2 class=\"elementor-heading-title elementor-size-default\"><span class=\"ez-toc-section\" id=\"What_is_your_level_of_experience\"><\/span>What is your level of experience? <span class=\"ez-toc-section-end\"><\/span><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d822c46 elementor-widget elementor-widget-text-editor\" data-id=\"d822c46\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Reliability and experience are of the utmost importance when looking for a helpdesk provider. After all, this is who your employees will be in touch with when they need immediate technical assistance. By assessing a provider\u2019s helpdesk experience and level of employee training, you\u2019ll get an idea of how well they can help your business.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f4de15a elementor-widget elementor-widget-heading\" data-id=\"f4de15a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><span class=\"ez-toc-section\" id=\"What_are_your_support_hours\"><\/span>What are your support hours?<span class=\"ez-toc-section-end\"><\/span><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ec2042f elementor-widget elementor-widget-text-editor\" data-id=\"ec2042f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>A third-party helpdesk should be beneficial to your business\u2019s specific needs. Be sure to determine what the provider\u2019s service hours are and what their available service agreements are for modified hours. If your business needs <a href=\"https:\/\/www.is-t.net\/blog\/factors-to-consider-when-outsourcing-your-24x7-help-desk\/\">24\/7 service 365 days a year,<\/a> then you need to partner with a provider who can offer that. If you do not require around the clock support, discuss with the provider if they can offer a modified service agreement at a lower price.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b56fb6b elementor-widget elementor-widget-heading\" data-id=\"b56fb6b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><span class=\"ez-toc-section\" id=\"What_devices_and_systems_do_you_support\"><\/span>What devices and systems do you support?<span class=\"ez-toc-section-end\"><\/span><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-88fce92 elementor-widget elementor-widget-text-editor\" data-id=\"88fce92\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Before agreeing to work with a potential helpdesk provider, be sure they are able to support all of the various aspects of your business\u2019s IT, such as:<\/p><ul><li>Various operating systems \u2013 Microsoft, Apple, Linux<\/li><li>Third-party applications \u2013 Microsoft Office, Adobe, etc.<\/li><li>Mobile devices \u2013 tablets, smartphones<\/li><li>Desktop and laptop computers<\/li><li>Network and wi-fi<\/li><li>Printers and other office equipment<\/li><li>Email and browsers<\/li><\/ul><p>In addition to ensuring that various applications and devices are covered, be sure to determine what security issues the provider can assist with, such as malware or viruses.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f989ef8 elementor-widget elementor-widget-image\" data-id=\"f989ef8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"800\" height=\"400\" src=\"https:\/\/www.is-t.net\/blog\/wp-content\/uploads\/2020\/04\/HelpDesk2_IST.jpg\" class=\"attachment-full size-full wp-image-506\" alt=\"Help Desk Houston\" srcset=\"https:\/\/www.is-t.net\/blog\/wp-content\/uploads\/2020\/04\/HelpDesk2_IST.jpg 800w, https:\/\/www.is-t.net\/blog\/wp-content\/uploads\/2020\/04\/HelpDesk2_IST-300x150.jpg 300w, https:\/\/www.is-t.net\/blog\/wp-content\/uploads\/2020\/04\/HelpDesk2_IST-768x384.jpg 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7fdea08 elementor-widget elementor-widget-heading\" data-id=\"7fdea08\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><span class=\"ez-toc-section\" id=\"What_is_your_escalation_protocol\"><\/span>What is your escalation protocol?<span class=\"ez-toc-section-end\"><\/span><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-45e3d36 elementor-widget elementor-widget-text-editor\" data-id=\"45e3d36\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The reality is that most businesses are likely to experience certain IT issues that go beyond Level 1 IT helpdesk support capabilities. Having said that, it\u2019s very important that you discuss with potential helpdesk providers what their escalation protocol is for advanced issues. Do they have a Level 2 or Level 3 provider they partner with? Are they able to redirect calls to a higher level of tech support within your own organization? You want to ensure that the escalation protocol is simplified and easily accessible so that advanced issues can be resolved quickly and efficiently.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9f8aede elementor-widget elementor-widget-heading\" data-id=\"9f8aede\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><span class=\"ez-toc-section\" id=\"Do_you_offer_remote_%E2%80%9Cshare_screen%E2%80%9D_technology\"><\/span>Do you offer remote \u201cshare screen\u201d technology?<span class=\"ez-toc-section-end\"><\/span><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-daa413b elementor-widget elementor-widget-text-editor\" data-id=\"daa413b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Often small, easy to fix issues can be made more complicated by a lack of communication or understanding between the helpdesk support person and the employee asking for assistance. Remote \u201cshare screen\u201d technology can mitigate this issue by allowing the IT tech at the helpdesk to see and control the screen of the employee calling in. For businesses who often have desktop questions from employees, this technology can be very helpful.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-262285d elementor-widget elementor-widget-heading\" data-id=\"262285d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\"><span class=\"ez-toc-section\" id=\"IS_T_Can_Help\"><\/span>IS&amp;T Can Help<span class=\"ez-toc-section-end\"><\/span><\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2fd0a05 elementor-widget elementor-widget-text-editor\" data-id=\"2fd0a05\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>For over 20 years, IS&amp;T has been serving the Greater Houston area with expert-quality <a href=\"https:\/\/www.is-t.net\/managed-it-services-houston-tx\">IT management services<\/a> and support, including helpdesk services. Our experienced and highly trained staff is US-based and offers on-demand helpdesk services around the clock. We support a variety of operating systems as well as third-party applications, hardware, software, browsers, email, desktops, laptops, mobile devices, printers, and much more. With IS&amp;T, our clients can rest easy knowing their employees are supported 24 hours a day, 7 days a week, 365 days a year.<\/p><p>Contact us today to see what IS&amp;T can do for your business\u2019s IT helpdesk needs.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>For businesses who need Level 1 IT support for their employees, but don\u2019t have the resources or desire to have an in-house helpdesk, outsourcing professional helpdesk services can be a great way to provide much-needed IT support at an affordable cost. When looking for a potential helpdesk services provider, business owners should prepare a list [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":502,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"cybocfi_hide_featured_image":"yes","footnotes":""},"categories":[3],"tags":[],"class_list":["post-501","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-managed-services"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>5 Questions To Ask Before Outsourcing Your Help Desk To A Provider<\/title>\n<meta name=\"description\" content=\"Learn why outsourcing your help desk for IT support makes more sense for most businesses than having an in house helpd desk!\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.is-t.net\/blog\/guide-to-outsourcing-helpdesk-support-houston\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"5 Questions To Ask Before Outsourcing Your Help Desk To A Provider\" \/>\n<meta property=\"og:description\" content=\"Learn why outsourcing your help desk for IT support makes more sense for most businesses than having an in house helpd desk!\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.is-t.net\/blog\/guide-to-outsourcing-helpdesk-support-houston\/\" \/>\n<meta property=\"og:site_name\" content=\"IS&amp;T Blog\" \/>\n<meta property=\"article:published_time\" content=\"2020-04-21T23:56:53+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-08-01T02:33:44+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.is-t.net\/blog\/wp-content\/uploads\/2020\/04\/HelpDesk1_IST.jpg\" \/>\n\t<meta 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