Business IT

The help desk remains a core element of most IT departments, but many organizations struggle with high staff turnover rates. The persistent IT skills shortage makes for fierce competition for technology professionals. Help desk personnel are among those most likely to leave for greener pastures.

The demand for skilled IT professionals continues to exceed the supply. The IT trade group CompTIA estimates there are currently more than 2 million unfilled IT jobs in the U.S., and the shortage is likely to worsen in coming years due to an aging workforce and a dearth of IT education programs. In one Gartner survey, nearly two-thirds of IT executives said the tech talent shortage keeps them from adopting emerging technologies.

Ever interact with a contact center agent who relied heavily on a script? Odds are, it wasn’t the best experience. Scripted interactions tend to lack personality, even if the agent inserts your name at the right points. Such interactions can also be frustrating if the script doesn’t align with your needs and the agent can’t adjust.

Managing today’s increasingly complex technology ecosystems requires specialized expertise that few organizations have on staff. As a result, more companies are turning to managed services providers (MSPs) to fill talent gaps and control costs while driving improvements in security, innovation and efficiency.