Study On The Optimization Of Staff Training System Of IT Service Desk Outsourcing Department In GP Dalian Company

With the rapid development of the global economy and continuous adjustment of the industrial structure,the competition among global enterprises has also intensified.It means that company need to more specialized external resources to achieve their own goals of reducing costs,improving efficiency and maximizing profits.Service outsourcing has emerged as a new corporate strategy.The modes of service outsourcing mainly include information technology service outsourcing,business process outsourcing and knowledge process outsourcing,IT service desk outsourcing as the main business type in information technology service outsourcing,is a widely used IT service outsourcing mode among the world’s top 500 companies.As a large-scale service outsourcing company in China,GP Dalian company has been operating IT service desk outsourcing business since 2003.It is the first multinational company to introduce IT service desk outsourcing business into the Dalian service outsourcing industry.However,with the rapid development of the service outsourcing industry in recent years,many domestic companies also use cost advantages to operate IT service desk outsourcing business,and foreign service outsourcing companies are also operate IT service desk outsourcing business in countries with lower costs such as India,Philippines,Malaysia and other countries.This country operates IT service desk outsourcing business,which has also made competition in the entire industry become increasingly fierce.This requires that companies operating IT service desk outsourcing business must pursue higher-quality outsourcing service capabilities while maintaining their own cost advantages.This also puts forward higher requirements on the personal skills and actual business capabilities of the employees of service outsourcing companies and building a complete employee training system is an important condition for service.Based on this,this article is based on human resource management and training related theories such as human capital investment,adult learning theory,combined with practical work experience,using a combination of qualitative and quantitative methods such as interview,questionnaire methods.A comprehensive analysis of the training system of GP Dalian’s IT service desk outsourcing business department,pointed out and discussed the problems existing in the department’s current training system,and then put forward more targeted optimization suggestions.This article starts with the actual practice of the training system of GP Dalian company IT service desk outsourcing business department,and analyzes the main problems existing in the department’s training system in depth from the aspects of training demand analysis,the use of training resources,the setting of training courses,the use of training methods,and the evaluation of training effects.The main problems are as follows:insufficient coverage of training needs analysis surveys,internal training resources are underutilized,insufficient pertinence and expansion of training courses,relatively simple training methods,and excessively formalized training effect evaluation and incentive mechanisms,etc.The existence of these problems will not only affect the training effect of department employees,hinder employees personal development,and also restricts the improvement of service quality and service level of outsourcing business,affects the company’s economic benefits.Therefore,it is necessary to build a complete departmental employee training system.This article combines the relevant theories of human resource management and training and specific situation of the department,clarifies the principles of training system optimization,and puts forward a series of principles that are consistent with company’s overall development strategy,conform to the characteristics of IT service desk outsourcing business,and can fully realize employee’s self value-targeted optimization design plan.which including scientific and standardized training needs analysis,integration of internal and external training resources of the company,building a training course system that meets the development of IT service desk outsourcing business,enriching training forms and training methods,and establishing effective Training effect evaluation system and incentive mechanism,etc.In order to optimize the training system to achieve the expected training goals,this article also proposes a series of safeguards,such as increase the importance of the company’s decision-makers on training job,fostering an atmosphere of continuous learning at the company level,adequate training funds,strong support from information technology.Through the above optimized design plan and safeguard measures,the aim is to enhance the effect of departmental training,enhance the comprehensive quality and personal skills of employees,and then improve the service level and quality of business outsourcing,and enhance the company’s core competitiveness in the field of service outsourcing.The research system of this article analyzes and summarizes the characteristics of IT service desk outsourcing business employees and their training,and comprehensively utilizes related training theoretical models to optimize the training system and propose implementation strategies.The results of the research not only enrich the current research content of the overall training system,but also provide a reference for the optimization of the training system of other companies in the service outsourcing industry.