--- title: 5 Steps for a Transition from In-House to Outsourced Help Desk Support description: The transition of in-house to outsourced help desk support is one of the most important pieces that can ultimately lead to the success or failure of the partnership. In order for the transition to be successful, here are 5 key steps that your organization must take. image: https://www.ghdsi.com/hubfs/Stock%20images/Cheerful%20young%20businesspeople%20and%20colleagues%20in%20a%20call%20center%20office.jpeg --- ## A quick read with a big impact. Search Ok Posted by [ Global Help Desk Services Inc. ](https://www.ghdsi.com/blog/author/global-help-desk-services-inc) Sharing is caring - [** ](https://www.facebook.com/sharer/sharer.php?u=https://www.ghdsi.com/blog/five-steps-for-a-successful-transition-from-in-house-to-outsourced-help-desk-support) - [** ](https://www.linkedin.com/shareArticle?mini=true&url=https://www.ghdsi.com/blog/five-steps-for-a-successful-transition-from-in-house-to-outsourced-help-desk-support) - [** ](https://twitter.com/share?url=https://www.ghdsi.com/blog/five-steps-for-a-successful-transition-from-in-house-to-outsourced-help-desk-support) # 5 Steps for a Transition from In-House to Outsourced Help Desk Support ![Cheerful young businesspeople and colleagues in a call center office](https://www.ghdsi.com/hubfs/2020/blank.png) Your organization has made the decision to hire a [help desk support team](https://www.ghdsi.com/). Now comes the [transition from in-house to outsourced](https://www.ghdsi.com/outsourced-technical-support-implementation), one of the most important pieces that can ultimately lead to the success or failure of the partnership. A poor transition can negatively impact things like productivity, employee satisfaction, and even customer satisfaction, but these can all be avoided with a well-executed and smooth transition. In order for the transition to be successful, here are 5 key steps that your organization must take. **1. Key Performance Indicators (KPIs) **[Help desk KPIs](https://www.ghdsi.com/blog/five-key-performance-indicators-for-successful-help-desk-support-team) are the most important measurable outcomes that indicate the success or failure of your help desk support operations. Without them, you can never be quite sure what’s working. And selecting the right help desk KPIs allows the help desk support team to focus their efforts purely on what’s most important. [Click here](https://www.ghdsi.com/blog/five-key-performance-indicators-for-successful-help-desk-support-team) for our top 5 key performance indicators you should incorporate into your planning. 1. **2. Organizational Deliverables ** A deliverable is the building block to the entire transition process. It could be a report or document detailing what’s important to make the transition successful. In the case of [outsourced help desk transition](https://www.ghdsi.com/outsourced-technical-support-implementation) planning, deliverables could include: - Statistics, analysis, and studies of outsourcing the help desk - Revised business plans - Projected growth, customer satisfaction, ROI, etc. - Key Performance Indicators (KPIs) - Methods detailing how new departments are created and which new ones are needed [![Download the Help Desk Challenges eBook](https://no-cache.hubspot.com/cta/default/386448/3d8fc3e4-3ef9-4328-b209-185f6222a787.png)](https://cta-redirect.hubspot.com/cta/redirect/386448/3d8fc3e4-3ef9-4328-b209-185f6222a787) **3. Required Systems and ****Operational Integrations **A transition process needs to be smooth. As such, much thought should be given to the systems that will facilitate the transfer from in-house to outsourced. The systems can include the phone system, ticketing system, access rules for information and projects, the organizational chart order including important contacts, escalation rules, or simply hardware and software information. After everything has been communicated, a detailed description should then be documented before integration. A good transition plan is like a vision statement that shows how a smooth transition to [outsourced help desk services](https://www.ghdsi.com/enterprise-help-desk-services) can be beneficial to your organization. When there's a clear description of how the impending transition will blend with your current operations, it can be a very easy and successful process.  **4.  Communication and Documentation **Communication can be the element that makes the whole transition a success or a failure. So communicate early and set expectations. Communication, especially when done incorrectly, can be a hotbed for misunderstandings. Working with the outsourced team to document your processes and [develop step-by-step training procedures](https://www.ghdsi.com/enterprise-help-desk-services) will allow you to better communicate with the business, Investing in the time to clearly document expectations will help to continually improve your communications. It’s very important for the [communication and documentation process](https://www.ghdsi.com/enterprise-help-desk-services) to be managed effectively, professionally, and with great skill. **5. Avoid Micromanaging** The last step of a successful transition is sometimes the hardest. This is when you have to take a step back and allow the [help desk outsourcing company](https://www.ghdsi.com/) to do the job you hired them to do. If you have put the time and energy into your systems on the front end, done your due diligence with interviewing and hiring the right partner, you are now at a point where you can turn your focus on managing import IT projects, running your business more efficiently, or setting new goals to grow your business to the next level. Are you looking to transition from in-house to outsourced help desk support for your organization? Simply [**click here**](https://info.ghdsi.com/help-desk-expert) to speak to our team of help desk experts.  [![Speak with a Help Desk Expert](https://no-cache.hubspot.com/cta/default/386448/d97b3313-f243-4678-8913-3f156e266f71.png)](https://cta-redirect.hubspot.com/cta/redirect/386448/d97b3313-f243-4678-8913-3f156e266f71) [** ](https://www.ghdsi.com/blog/five-ways-help-desk-outsourcing-can-increase-organization-efficiency) [** ](https://www.ghdsi.com/blog/four-benefits-an-outsourced-help-desk-team-can-bring-to-your-organization) ### Recent Posts - [** How to Outsource Healthcare IT Help Desk Support — and Stay HIPAA-Compliant ](https://www.ghdsi.com/blog/how-to-outsource-healthcare-it-help-desk-support-and-stay-hipaa-compliant) - [** 5 IT Help Desk Metrics That Truly Measure Success ](https://www.ghdsi.com/blog/help-desk-kpis-accurately-measure-success) - [** Elevate Your IT Help Desk Skills: Harnessing Personality Styles for Better Results ](https://www.ghdsi.com/blog/elevate-your-it-help-desk-skills) - [** How to Have a Headache-Free Outsourced IT Help Desk Implementation ](https://www.ghdsi.com/blog/how-to-have-a-headache-free-outsourced-it-help-desk-implementation) - [** Outsourced IT Help Desk Services: An Explainer on Contracts ](https://www.ghdsi.com/blog/outsourced-it-help-desk-services-an-explainer-on-contracts) #### Customer Testimonials "They proactively review all of our tickets to try to find more areas where they’re able to resolve issues as the first line. They’re coming back to us with that information so we can increase the number of calls that they’re able to take care of." [ View the Latest Testimonials ](https://www.ghdsi.com/help-desk-company-testimonials) #### [ Help Desk Outsourcing ](https://www.ghdsi.com/help-desk-outsourcing) Global Help Desk Services, Inc. provides help desk outsourcing with guaranteed service levels to enterprise-sized companies. ![top_work_2025-6_final](https://www.ghdsi.com/hubfs/top_work_2025-6_final.png) #### [ Resources ](https://www.ghdsi.com/help-desk-resources) - [ » Blog ](https://blog.ghdsi.com/) - [ » Success Stories ](https://www.ghdsi.com/help-desk-case-studies) - [ » FAQs ](https://www.ghdsi.com/help-desk-outsourcing-faqs) - [ » Help Desk Learning Center ](https://www.ghdsi.com/resources-learning-center) #### Pricing Tools - [ Help Desk Cost Calculator ](https://www.ghdsi.com/help-desk-cost-calculator) - [ IT Cost of Support Calculator ](https://www.ghdsi.com/it-support-cost-calculator) #### [ Are We a Fit ](https://www.ghdsi.com/are-we-a-fit) #### [ Our Approach ](https://www.ghdsi.com/our-approach) - [ » Onboarding Process ](https://www.ghdsi.com/help-desk-onboarding-process) - [ » Service Delivery & Quality Control ](https://www.ghdsi.com/service-delivery-quality-control) [ Schedule a Help Desk Consultation ](https://www.ghdsi.com/contact-us-outsourced-help-desk-services) #### CONTACT US ** Global Help Desk Services, Inc. 521 Cromwell Avenue, Rocky Hill, CT 06067 ** Toll Free: **1.800.770.1075** Local: **1.860.296.7230** [ Contact Us ](https://www.ghdsi.com/contact-us-outsourced-help-desk-services) - [** ](https://www.facebook.com/GlobalHelpDeskServices/) - [** ](https://www.linkedin.com/company/global-help-desk-services-inc-) - [** ](https://twitter.com/GHDSiHelpDesk) [ » View Privacy Policy ](https://www.ghdsi.com/privacy-policy) - [ » About Us ](https://www.ghdsi.com/about-us) - [ » Careers ](https://www.ghdsi.com/help-desk-support-careers) Global Help Desk Services, Inc. - © Copyright 2021 | All rights reserved. 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