Outsourced Helpdesk

Webnet IT offers a full Outsourced Helpdesk Solution via two different service lines.

Full Outsourced Help Desk Solution

Summary
We create an Outsourced helpdesk in your organisation.  We spend time with your IT department (overseas and/or in Tokyo) to understand your entire IT infrastructure and helpdesk needs.

Once we have a clear picture of your applications and systems and common problems to expect, we create custom documentation and processes for your new Help Desk.  When the planning phase is complete, we initiate all training, hiring and admin, and set up the Help Desk within your organisation.

Alternatively, we can set up the new Help Desk, and then train your existing staff on how to work inside it and effectively run it.

If the Outsourced Help Desk is being implemented to cut costs and there is an existing team, it can be beneficial for everyone for Webnet IT to hire the existing staff we both agree is suitable for the new Help Desk. 

Initial Cost
Due to the initial investment in time to analyse your company, setup custom documentation and processes, this service has a higher initial cost.

Responsibility
We take full responsibility for the management, hiring and setup of the helpdesk, and regular operation and SLA. We organise and provide backup engineers for when the regular engineers are not available.

For the whole service there is a single monthly invoice, drastically reducing your overhead and administration. 

The price is fixed, and will only change if there are changes in the workload, or new SLA requirements.

Webnet IT is responsible for management of all staff in the Helpdesk, and maintaining the SLA. 

Depending on the size of your userbase, there may or may not be a full-time Webnet IT Help Desk manager.

Typical Implementation Plan

1. We meet with IT, and the heads of the departments requiring support from the new Help Desk.
2. Based on the number of users and the expected amount of calls, we formulate a staffing plan, a training plan based on your organisations requirements, and create the reasonable implementation schedule.
3. During the first month of planning, and for another two months after implementation, the Webnet IT Help Desk Manager spends extra time at your site.  This time is spent refining the documentation for common problems, carefully training and managing staff, and monitoring the SLA.
4. Regular meetings are held with the IT department (conference calls if this department is overseas) to update all parties on the status of the Help Desk.
5. After a 3 month period, a final post-implementation meeting is held with all parties.  After the helpdesk is confirmed to be operating satisfactorily, regular helpdesk operation commences.

On-Demand Outsourced Solution

Summary
Under this solution, we provide support to your existing IT department, and provide you with bilingual outsourced staff as required. 

Our flexibility, range of staff and inherent understanding of IT sets us apart from other providers.

Initial Cost
Under this service line, it's unnecessary to spend consulting time creating the Help Desk and associated processes and documentation.  Our outsourced staff would generally be fitting into a pre-existing system.  As such, this service has no initial consulting costs.

Responsibility
Our responsibility is to understand your IT environment and corporate culture, and send you bilingual IT staff who are capable of fitting in and being productive as quickly as possible.

The number of staff, technical ability of the staff, the language abilities of the staff and the duration of the period are dependant on client requirements. Managing the staff is the clients responsibility.

Typical Implementation Plan

1. Meet with your IT staff to get an understanding for your technical needs and corporate culture.
2. Work out your initial requirements on :
   
   1. Number of staff
   2. Technical/Language ability
   3. Personality
3. Sign an agreement to allow us to introduce staff to you.
4. Begin introducing suitable staff in respect to your requirements.
5. Once you are comfortable with our staff member(s), we work out a duration for the agreement.  In some situations, we can also include a 'right-to-hire' clause into the contract.
6. Our staff member begins work at your client site.
7. We follow up with you and the staff member regularly to make sure everything is progressing well.

Contact Us
To find out how we can build a helpdesk in your organisation, provide backup engineers or backup helpdesk staff, or introduce staff to you, please contact us.  We look forward to hearing from you.