The Underground Support Blog
Insider Information from Help Desk Experts

Help Desk Leaders: Why Is It So Hard To Walk Around With A Coffee Cup?

Posted by Aaron Shultz on Feb 9, 2018 12:34:39 PM

What’s the price of your cup of coffee? Is it a luxury you afford yourself? A hidden gem you found for a bargain? I’m sure you’ve mulled it over at some point.

Now, instead of the price of that cup, let’s talk about… the benefits to your desk and potential ROI? I’ll bet that’s a new one. But let’s think about it: What might you gain from walking around with a cup of coffee?  Spoiler alert: Some balance when there is SO much that needs to get done. 

One of my many observations over the years is that most help desk managers and team leaders are beyond BUSY… Always busy, stretched to the limit, so much to do when it comes to reports, analytics, QAs, new processes (I could probably go on for another 2 pages of things that need to get done, but I’d only be preaching to the choir).  With all of these day-to-day tasks, it’s incredibly easy to find yourself growing out of touch with what is really going on with your desk.

Read More

Topics: Improving Help Desk Performance, diy help desk, subservient management, quality assurance, continuous improvement, available management, business transformation

Unhappy Marriages...Wed To Your Help Desk? What are you really looking for?

Posted by Aaron Shultz on Dec 29, 2017 12:14:58 PM

Running a help desk—whether in-house or outsourced—can sometimes feel like a bad marriage. And Help Desk can be a really fickle, unforgiving spouse…

With constant demands and stress, it’s difficult not to buckle under the strain and find yourself looking for a way out. With great courage or blind ambition, some will stay the course and try to work things out, while others may find themselves with a wandering eye (it happens and we’re not here to judge…)

From great hope and best intentions to “how did we even get here?” 

Let’s take a moment to reflect on your history and the possible challenges that drove that big wedge in the relationship.

Read More

Topics: help desk support, diy help desk, help desk operations, self-assessment

Give Your Help Desk the Power to Say Yes

Posted by Stephen Clark on Nov 10, 2017 5:13:12 PM

Want a great topic for your next meeting?

How about one that will take the agenda completely off course and into a battle for the grisliest tale of woe?

Just ask: “Have you called our company’s help desk?” Now sit back and enjoy the horror stories that will follow…

We begin with levity here, yes, but in the real world this is no small matter—the reputation of your entire IT department can suffer quick and brutal damage if users are unhappy with their help desk. So then, how is your help desk? It’s a question many IT directors don’t want to ask. Why? Frankly, because they’re afraid of what the answer could be. Despite its true value help desk is most often viewed as a necessary evil or simply a cost center and, in some cases, treated as an afterthought.

Read More

Topics: Improving Help Desk Performance, First Call Resolution, FCR

The Pillars of a Successful Support Organization, Part 3

Posted by Stephen Clark on Jul 17, 2017 7:19:00 PM

People are the foundation of any support organization, as a matter of fact, fair or unfair, the help desk is the face of the entire IT department.  In a recent survey by MetricNet, of global large-cap companies, 84% of respondents said that the help desk was a very important factor in determining their overall satisfaction with the entire IT department.

Read More

Topics: staffing help desk, help desk best practices

Trust and Reliability: Two Factors Necessary for Help Desk Providers

Posted by Todd Cronin on May 17, 2017 11:28:05 AM

Trust and Reliability.  We can all agree these words have immense value.  They're used to emphasize integrity. They extend a promise of accountability to those who rely upon us whenever and wherever we're needed. These words should govern the culture, ethics and vision for your help desk.

All help desks should all stand by these values, to be trusted and reliable.  In IT, if customers can get their problems resolved when they contact support they will be more willing to report them, which leads to a better understanding of what challenges the business is facing and how IT can resolve them.  All derived from those two words. 

Read More

Topics: trust, First Call Resolution, help desk support, reliable, FCR

The Pillars of a Successful Support Organization, Part 2

Posted by Stephen Clark on Apr 24, 2017 1:08:47 PM

In a three part series, we discussed earlier about the foundation to building any support organization lies within the people and the best protocol in hiring the proper help desk staff.  If you missed Part 1 of the series you can catch up here, Part 1.

Read More

Topics: Improving Help Desk Performance, Helpdesk Outsource, help desk best practices

The Pillars of a Successful Support Organization, Part 1

Posted by Stephen Clark on Mar 13, 2017 12:32:06 PM

People are the foundation of any support organization, as a matter of fact, fair or unfair, the help desk is the face of the entire IT department.  In a recent survey by MetricNet, of global large-cap companies, 84% of respondents said that the help desk was a very important factor in determining their overall satisfaction with the entire IT department.

Read More

Topics: staffing help desk, help desk best practices

Improving Help Desk Performance through Co-Sourcing Models

Posted by Todd Cronin on Aug 26, 2016 3:45:53 PM

 

Read More

Topics: Improving Help Desk Performance, supplementing service desk, Helpdesk Outsource, extend help desk capabilities