Helpdesk

A managed services solution implies that certain functions that are now provided internally are outsourced to a helpdesk.  This often creates a sense of anxiety brought about by the perception that a client will lose control over its environment.  The opposite is almost always the case.  The client will experience an improved level of service brought about by access to highly trained technical resources with a much broader level of competence than can be affordably retained internally.

The critical success factor is the management of the resources within the helpdesk.  With the ability to monitor the user environment for technical issues as well as user preferences and satisfaction, the helpdesk not only resolves problems but provides information invaluable to the IT planning process.  Incidents are tracked using comprehensive software packages with reporting features that serve as business intelligence on service trends that affect future needs.  SBT Partners, through its oversight of the helpdesk function provided by high value partners, not only ensures that issues are managed to meet specific service levels, but analyzes and uses service data to improve the client IT environment through the deployment of cost effective corrections, changes, or new services.