IT help desk support has been a constant need in organizations from small businesses to enterprises. Then, the pandemic spurred an increase in demand for help desk employees, and the tried-and-true tactics and strategies that were previously used to hire in-house help desk employees don’t seem to work as effectively. Recruiting and hiring for IT help desk positions has been very difficult in the current candidate-driven market.
Fortunately, hiring employees for your IT help desk in-house is not the only option your company has. There are many alternatives to recruiting and hiring entirely within your organization.
Alternatives to hiring for IT help desk in-house
Here are some other options that can help to relieve an in-house recruitment process:
Investing in efficiency
Help desks can get bogged down with menial, repetitive tasks that should ideally be automated. This includes things like password resets, applying patches, setting up new computers, and more. The right IT management software can help automate these tasks, saving time and freeing techs up for more impactful work.
Using recruitment agencies can help you find more potential candidates faster; that’s what they were created for. There are several recruitment agencies that specialize in IT support roles and operate nation-wide.
Outsourcing help desk support to a third-party provider may also be an option worth exploring, particularly if you’re looking for basic tier-1 after-hours support. There are pros and cons, of course, and several factors can contribute to whether or not it’s a good fit. For example: Will the outsourced support be expected to be user-facing? Will they be using the same tech? Etc.
Outsource options include:
Choosing an outsourced help desk provider can be overwhelming, especially since the help desk sets the foundation for the operation of your IT infrastructure. To help you decide whether a help desk provider can meet your organization’s needs, here’s some questions you can ask:
- What is the cost of your services and how does your pricing model work?
- What kinds of clients do you serve? What is your ideal client?
- What help can you provide and do you support the existing technologies in the workplace?
The importance of using IT tools that are easy and intuitive
A lot of people assume that as long as they hire skilled employees, the tools they provide don’t really matter. However, with hiring for IT help desk being so tough and competitive right now, the tools you choose to use can make all the difference when it comes to recruitment.
Don’t need to hire experts
If you have IT tools that are easy to use, you don’t have to hire someone who’s an expert in using the tool. You can hire anyone as long as they know how to do helpdesk or are an IT expert. This results in less time spent job training and a lower overall cost of recruitment and your help desk.
With intuitive IT tools, newer and less experienced technicians have access to tools that make them immediately more impactful. They can focus on solving problems and learning to be better at their core job. The IT tools that they use will then support them in that, leading the faster job growth and improved help desk functions.
For example, say your new recruit writes a powershell script and deploys it to one hundred devices. If you have IT tools that can automatically deploy it and quickly notify you if the deployment was successful, the recruit can immediately find out that it didn’t work on a portion of them and dive in to solve the problem rather than spending time walking to 100 different computers and deploying it on each one. The right tools make IT help desk employees more efficient so that they can accelerate their own development faster.
Many employees leave because of IT related issues. Now, imagine having to work in IT with bad core tools. There’s already a high turnover and burnout in this industry, so if you have inefficient IT tools, you’re going to have big churn issues and need to recruit more. On the other hand, if you have the right tools, and they’re efficient and effective, recruiting is going to be a lot easier.
In-house hiring for IT help desk is not your only option
Hiring for IT help desk employees in-house can be difficult, especially if your business is conducting the entire process alone. Consider utilizing modern day resources such as recruitment agencies to secure talented candidates, or third party outsourcing to give your IT environment the support it needs.
You could also invest in increased efficiency by obtaining IT tools that simplify and automate menial tasks, so the employees you do hire can spend more time resolving more complex IT issues. NinjaOne’s ticketing software gives your help desk 360 degree visibility and provides automated ticket workflows to help them resolve tickets faster. Sign up for a free trial today.