Getting a third party to run your helpdesk has some obvious advantages. As well as them taking on expensive upgrades, maintenance and new service investments, they should be more efficient at delivering services than an individual organisation, not least due to economies of scale.
These days users demand service via email and live chat and device-specific mobile apps. The cloud offers a single point of service delivery through a browser. Of course these advantages are no replacement for good help processes and are vulnerable to connection outages, but cloud service providers are stepping-up their game. Some offer a wider range of external tools than an in-house operation could generally achieve – you can automatically post to a discussion forum while raising a job ticket, for example.
Integration can be so good that users can log-on using their normal in-house credentials, which is no mean feat.