The ability to lean on a Deskside Analyst for support, for them to identify improvements and technologies which assist your business goals and can proactively improve your business and the lives of your staff is arguably invaluable. Intimate knowledge of your culture also avoids poor experiences with IT.

Purpose

It can be cost effective on a cash basis to have an exclusively remote Service Desk but this often causes other issues such as knowledge gaps, poor/distant service and loss of productivity for your staff. These also come at a cost, one that you cannot easily record, and heavily impact profitability. Being held accountable counts for a lot as a professional services firm; even if your on-site Deskside Support staff are somewhat junior and being supported by Senior Support Analysts remotely it is better than no on-site presence at all.

On-site support can often delegate simple work and focus on the urgent work or complex projects, whereas a Service Desk will be juggling your critical issues with other clients. The key difference here is that with the former you still have a dedicated resource to resolve an issue or communicate progress, even in the era of working remotely a dedicated resource is simply that: dedicated to you.

Hayachi Services considers IT to be operational in nature, and a 'boots on the ground' approach is the most efficient way of getting things done: it allows us to plan your projects better, deliver support with greater care and build security and resilience in your information systems. One of our key value-adds as an IT Service Provider is to provide dedicated expertise and bed-in a culture of improvement into your IT functions. Making the most of Deskside Support is central to this.