I have seen outsourced helpdesk cause issues on both ends of the line. I've seen where employees get frustrated with their outsourced IT help desk and the that would make the IT help desk get overly defensive. In this scenario no one was winning. A complete re-marketing and retraining was needed to finally get everyone out of the funk. And by retraining I mean retraining the IT help desk on pure customer service and retraining all the employees on how to use and communicate effectively with the IT help desk. After all that I can't say it was worth it to outsource.
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