Outsourcing your IT help desk is a big step toward improving efficiency, reducing costs, and giving your internal teams some breathing room.
But let’s be honest—a great outsourcing decision can turn into a nightmare if the implementation goes sideways.
No company wants to deal with long wait times, frustrated employees, or an IT provider that fumbles the transition. And yet, too many businesses find themselves in exactly that situation.
But here’s the good news: You can save yourself from an implementation nightmare with a little preparation.
In this guide, we’ll cover the green flags of a seamless transition, the red flags that signal trouble, and how to course-correct if things don’t go as planned.
Let’s get started.
You might think of implementation as starting when your new IT help desk takes the first phone call. But in reality, planning for success starts well before the first ticket is opened.
Here’s what you need to do before onboarding begins:
Even well-planned transitions can hit snags. Here are some of the most common issues—and how to steer clear of them:
The problem: If your knowledge base is missing key information, agents will struggle to resolve tickets efficiently.
How to fix it: Work with your help desk provider to fill gaps in your KB before go-live.
The problem: If Service Level Agreements (SLAs)—the defined metrics and performance benchmarks that dictate response times, resolution rates, and service quality—aren’t clearly outlined, don’t expect them to be met. If it’s not in the contract, it doesn’t exist.
How to fix it: Spell out service levels, escalation procedures, and reporting structures in your contract.
The problem: When internal IT teams and the outsourced help desk don’t stay aligned, key information gets lost, issues take longer to resolve, and frustration builds on both sides.
How to fix it: Establish a structured meeting cadence with clear agendas to ensure open communication, track progress, and address roadblocks before they escalate.
The problem: Rushing into implementation without adequate training, documentation, and testing leads to confused agents, unresolved tickets, and disrupted service.
How to fix it: Allow at least 60–90 days for a phased transition. That will give you the time to ensure proper onboarding, knowledge transfer, and process refinement before go-live.
The problem: Without a dedicated point person managing the transition, accountability suffers, issues go unresolved, and the implementation can quickly become disorganized.
How to fix it: Assign an implementation lead who will coordinate between internal teams and the help desk provider, oversee training, and ensure a smooth rollout.
Even with the best-laid plans, sometimes things don’t go as expected. Here are some red flags that indicate your implementation is in trouble:
🚩Your help desk provider is silent. No regular updates? No ongoing meetings? If you’re always chasing down information instead of receiving proactive updates, that’s a problem.
🚩Your employees are frustrated. If complaints about ticket resolution times or inconsistent support start rolling in, don’t ignore them.
🚩Tickets are getting bounced around. A well-functioning help desk should resolve issues, not pass them off endlessly between departments.
🚩Service levels are consistently missed. If key SLAs (like first-call resolution or response times) aren’t improving, it’s time for a serious discussion.
🚩Nobody knows who’s responsible for what. Confusion about roles and responsibilities leads to delays and frustration. If your teams don’t know who owns what, it’s time to fix that ASAP.
If you’re seeing these signs, don’t panic—yet. Many issues can be corrected if they’re caught early.
If your implementation is veering off course, it’s not too late to right the ship. Here’s how to get it back on track:
One company recently transitioned from an underperforming IT help desk provider. But they had an ambitious goal: Go live in just 45 days—a much shorter timeline than the standard 60–90 days.
Despite the aggressive schedule, implementation went smoothly. Why?
Because they were highly organized and proactive, the company successfully met their go-live date without disruption—a rare feat for such a fast-paced transition.
Looking for cost insights or budgeting help? Don’t forget to check out our Updated IT Help Desk Outsourcing Pricing Guide:
Ready to make your IT help desk outsourcing transition a success? Let’s make it happen.