Abstract
The IT helpdesk plays a key role in the IT infrastructure service delivery mechanism of any organization. Going by the present trend, it is seen that consolidated service desk is gaining importance as it expands the scope of normal IT helpdesk services. By aligning the service desk with the whole of the IT management environment, organizations can gain insight into how the IT environment is performing and identify potential bottlenecks. Offshoring outsourcing of IT helpdesk services can provide multiple benefits, including leverage, economies of scale, cost savings and service improvements; however, the most important reason is accountability.

This white paper provides the overview of an ideal IT helpdesk for an organization, the market dynamics of offshoring the IT helpdesk and the benefits accrued through offshoring.

Author
Sudip Ranjan Banerjee

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