The benefits of a 24/7 global service desk for uninterrupted IT support
You may be lucky enough to leave your work at your desk, but certain aspects of a business never sleep. Customers keep shopping around the world, people keep visiting your website, and servers drive it all. A lot of your IT estate is ticking along 24/7 – and someone needs to be there to make sure it keeps working effectively.
While employing your own IT staff to provide 24/7 support can be extremely expensive, a 24/7 service desk is a much more palatable option. Having IT experts on hand at all times is an ideal way for many businesses to resolve simple IT issues that can have an outsized impact – and monitor problems that you might otherwise have missed.
1. Maximum uptime and availability
One of the most significant benefits of a 24/7 global service desk is the assurance of maximum uptime and availability. With many businesses now relying on local or cloud servers for almost every aspect of their IT estate – from software and file access to web hosting – downtime can translate into significant financial losses and damaged reputation.
With a round-the-clock support system, businesses can rest easy, knowing that their IT issues will be addressed promptly, regardless of when they occur. This is particularly useful when your website or other online services go down outside of office hours, ensuring that customers and clients don’t have to go without for hours or days at a time.
2. Immediate response to technical issues
Technical problems and outages don’t wait for convenient business hours. They can strike at any time, including during weekends, holidays, or in the dead of night. Depending on the nature of your business and where your audience is, this can impede or halt sales during a busy period, causing financial and reputational damage.
With a 24/7 global service desk, businesses can enjoy an immediate response to these issues. Whether it’s a critical system failure or a minor glitch, having support engineers available at all hours ensures that problems are identified and tackled swiftly, minimising disruptions and frustration.
3. Ideal for 24/7 businesses
The reality of many modern businesses is that the sales process happens at every time of day. Even if customers aren’t buying products or services outside of office hours, they may be accessing your website to learn more, and advancing along the purchasing funnel. And if you do sell globally, you could be losing both revenue and customers due to the frustration of a broken site or service.
For organisations that operate around the clock, such as e-commerce platforms, emergency services, or global enterprises with distributed teams, a 24/7 global service desk is a lifeline. These businesses can’t afford to wait until the next business day to address IT issues. With dedicated support engineers working in shifts, there’s always someone ready to provide assistance, helping these businesses maintain their operations seamlessly.
4. International time zones
In a globalised world, many companies have teams or clients in different parts of the world, which often means dealing with a wide range time zones. This can complicate IT support if your service desk or IT team is local to a single region, and thus only operates during regular business hours.
A 24/7 global service desk bridges this gap by providing support across international time zones. It ensures that every user, regardless of their location, receives timely assistance, something that your other offices and clients will expect. This ensures that they can fulfil their potential, and grow at the rate you require, unimpeded by unreliable IT.
5. Quality ‘in-house’ support
While quality is important when it comes to IT support, so too is the relationship with your IT support provider. Without a fundamental understanding of your business IT estate and the work that you do, you may be presented with solutions that aren’t suitable, and fixes may take longer. This can lead to a fractious relationship that ultimately results in a worse service.
With a 24/7 global service desk, you’ll generally benefit from engineers who’ll work solely on your account, and will thus be intimately familiar with your organisation’s systems and processes. This level of familiarity ensures that support is not only prompt but also tailored to your specific needs. You won’t have to worry about your critical support being outsourced to disconnected third parties – your service desk engineers will effectively be in-house.
6. Reduced stress and improved productivity
IT can be stressful at the best of times, let alone when it isn’t working properly. Slow devices, misbehaving or unfamiliar software environments, overzealous firewalls and other issues can cause work to grind to a halt, and put staff in a worse frame of mind. This not only causes inefficiencies, but can affect people’s mental wellbeing, and thus the quality of their work.
Knowing that there’s always someone ready to assist with IT issues can significantly reduce stress levels among employees. It allows them to focus on their tasks without the fear of being stuck when problems arise, and solves recurring issues that can chip away at morale. Reduced stress invariably leads to improved productivity, as employees can work more efficiently and confidently, knowing that technical support is just a call or message away.
A 24/7 global service desk is an invaluable asset for almost any modern workplace. It offers businesses the peace of mind of maximum uptime, immediate responses to IT issues, and support across international time zones. And with dedicated engineers keeping a watchful eye out, you can ensure high-quality, tailored support that reduces stress, and enhances productivity.
In an era where uninterrupted operations are vital, investing in a 24/7 global service desk is a strategic choice for any business. At Sota, we have a UK based global service desk resourced by engineers working a 24/7 shift system, ensuring that support calls can be logged and processed at any time – from overnight to public holidays, and across international time zones.
When you need an immediate response to IT problems, issues, or outages, our 24/7 global service desk is always open. Get in touch today to find out more.