The Underground Support Blog
Insider Information from Help Desk Experts

5 Things to Consider When Hiring a Help Desk Support Team

Posted by Global Help Desk Services Inc. on 2/26/19 12:00 PM

A lot of organizations have begun to outsource certain aspects of their businesses to save time, money, and improve processes, but can your organization benefit from the growth of help desk support services? You'll only be able to tell if you're using the right help desk support team. Hiring the wrong team can be the difference between the success and failure of your organization, so it's important to consider these 5 things when hiring a help desk support team:

  1. 1. Reputation

Your business lives and dies on its reputation, and for the customers you support, the help desk is often the face of IT and the business. With increased scrutiny from customers on social media, ensuring your standards are constantly maintained is imperative. This means taking your reputation into account when outsourcing. Is the help desk support team you're considering as reputable as your organization? If it is, there will be no disconnect or backlash from your customers. Remember having to rebuild your reputation will be more costly than it would be to outsource.

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Topics: help desk support, help desk support team

4 Ways an Outsourced Help Desk Support Team Can Save You Money

Posted by Global Help Desk Services Inc. on 2/19/19 11:00 AM

Outsourcing help desk support services is a great way for an organization to streamline its processes and become more efficient and productive. However, one thing that holds many organizations back from outsourcing is the perception surrounding cost. An outsourced help desk support team can actually help an organization save considerably. Here are 4 ways an outsourced help desk support team can save your organization money.

1. Better Cost Management
An outsourced help desk support team brings a more consistent budget compared to the volatility of expenses incurred from an internal team. With an internal team you have the responsibility of real estate, equipment, hiring, and training. On top of that you have the management of staff, vacations, callouts and turnover. All these tasks cost money and time. These factors can impact the IT department’s ability to meet service levels and keep the company’s operations up and running.  An outsourced team, on the other hand, not only relieves you of the time-consuming effort to hire, train, and manage staff, including turnovers, but outsourcing gives you a more consistent and controlled monthly expense.

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Topics: help desk support

5 Ways IT Teams Can Deliver More Value to Their Organization

Posted by Global Help Desk Services Inc. on 2/7/19 2:00 PM

Organizations are becoming more and more aware of how critical IT departments can be to an organization. As such, more and more IT teams are now working with the organization's senior leadership to discuss the company's IT strategy and technology direction. For any IT department leader, helping the organization better understand the value of its IT investment is imperative, but this is unfortunately easier said than done. Here are 5 ways for IT teams to help deliver more value to their organization.

1. Run Your IT Department Like a Business
Any business, large or small, always has a constant goal of decreasing running costs and improving efficiencies to save on time and money. You could introduce new capabilities into your organization more effectively if you were to run your IT department like a business. Gone are the days when IT departments were required to just maintain operations. Instead of just focusing on maintaining the status quo in terms of operations, it's important to understand that costs can also be shifted to innovation and digital transformation to improve the technology in the organization. It's also important for you to be able to identify where costs can be reduced, how operations can be streamlined, and how much ROI they are driving for the business.

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Topics: help desk support

4 Ways to Reduce Your IT Costs in 2019

Posted by Global Help Desk Services Inc. on 1/22/19 11:00 AM

Are you under pressure to reduce the IT costs at your organization in 2019? As organizations try to find efficient ways to "tighten up" their department budgets, the good news is that there are many strategies to help reduce costs without harming the department or the overall organization. Which strategies you choose to use will vary depending on your situation and your short and long-term goals. Here are 4 ways to help you reduce the IT costs at your organization:

1. Virtualization
Virtualization is important especially in situations where data demands may change quickly and data access in real time may be critical to the business outcomes. Virtualization allows you to use virtual infrastructure instead of physical hardware, which will help reduce data center operating costs like storage, power, heating, cooling, and, above all, the ability to avoid downtimes. This will also help cut down on the high energy and hardware costs that physical servers can have on an organization.

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Topics: help desk support

5 KPIs to Track Your Help Desk Team Performance in 2019

Posted by Global Help Desk Services Inc. on 1/14/19 11:00 AM

Key Performance Indicators (KPIs) are the most important measurable outcomes that not only keep your help desk support team on track to achieve its goals, but can also indicate the success and failure of your help desk support operations.

But how will you measure the performance of your help desk support team in 2019? In the world of help desk support, the number of KPIs are endless and it can be quite difficult to know exactly what you should be measuring. Here are five top key performance indicators to help track your help desk team performance in 2019.

1. Customer Satisfaction
You may think that your customers are happy, but your customers may think otherwise. Measuring customer satisfaction is not easy, so you’ll need to give your customers a way to rate and review your help desk services, then compare the number of completed feedback forms with what you actually sent out. It's best practice to include different questions in the forms that you will need your customers to fill. 

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Topics: help desk support

Planning for 2019: 4 Ways to Optimize Your Help Desk

Posted by Global Help Desk Services Inc. on 1/2/19 10:00 AM

Every organization wants to tap the full potential of each employee and process. These days, computers and other devices are everywhere, helping to get things done faster, more effectively, and more efficiently. But as reliant as we are on these computer systems, keeping your internal help desk running at maximum efficiency is the most crucial to the success of your organization and achieving internal and external customer satisfaction.

Here are 4 ways you can optimize your help desk to be successful in 2019.

  1. 1) Focus on your help desk employees first and foremost: One of the best and most important ways to maximize the effectiveness of your employees is to look at them individually first. Focus on their goals, strengths, and areas for opportunity as valuable assets of your team. Then, you can focus on each individual as a cohesive team that tackles issues together by leveraging each other's strengths. Be sure to build your team so that everyone's strengths are utilized, and team members can help one another improve upon their potential weaknesses.
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Topics: help desk

5 Characteristics of Great Help Desk Support Teams

Posted by Global Help Desk Services Inc. on 12/19/18 10:00 AM

Help desk support teams are changing more than ever before thanks to the advancement of technology and needs of organizations to streamline their operations. Many organizations are hiring outsourced help desk support teams to save time, money, and improve processes. But do you and your organization know what to look for in a good help desk support team? Failure to properly select the right help desk support team can be the difference between success and failure of your organization. If you want to hire a great help desk support team in 2019, here are 5 characteristics you need to look for.

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Topics: help desk support

Where's My Ice Cream? A Tale of Bad Advice, Cost Reductions, and Outsourcing

Posted by Aaron Shultz on 12/7/18 12:00 PM

I recently stumbled upon a piece of career advice that gave me some serious pause.  According to the author of the LinkedIn post, one should never work for a cost reduction company.  There was a touch of cosmic irony not lost on me when I realized this was written by an HP retiree… Really? Pot calling the kettle black are we?

Now to be fair, the author began by acknowledging that you should never give advice that isn’t asked for before, obviously, doing so. Personally, I wish they hadn’t because I have ice cream waiting for me, and, instead of digging in, I sit here compelled to set the record straight for cost reduction and outsourcing organizations.

The Scoop On That “Gallon” Of Ice Cream
Speaking of… Can you remember the last time your half-gallon of ice cream was actually a half of a gallon, let alone NOT 40% air by volume? (Maybe you didn’t know, it pains me to break the news…).

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4 Tips to Improve Your Help Desk Ticket Management System

Posted by Global Help Desk Services Inc. on 12/3/18 12:00 PM

Help desk support can become incredibly overwhelming when an organization expects faster response times and an effective ticket management system is not set in place. When help desk requests build up, it overwhelms the help desk support agents, increases the amount of time customers have to wait, irritates customers, and ultimately leads to your company losing business. All of this can be avoided by keeping your ticket management system structured in an efficient manner. So where do you start? Here are 4 helpful tips that will make it easier for you to improve your ticket management system, alleviate the stress put on help desk support agents, and make your customers happier.

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Topics: help desk support

4 Ways Technology Leaders Can Improve Their Organization's ROI

Posted by Global Help Desk Services Inc. on 11/20/18 10:00 AM

Today's technology leaders spend a lot of time justifying their investments to prove that their department provides significant return on investment (ROI) to the organization. The organizational tasks of cutting costs while still effectively driving results does not make their lives any easier either. As a technology leader, increasing your organization's ROI depends greatly on your ability to successfully manage costs while finding ways to effectively leverage your resources. So how do you, as a technology leader, help improve your organization's ROI? Here are 4 tips to get you started:

1. Train Your Employees
Investing in new technology can help improve ROI,  but the technology itself may not always deliver the desired results. To get more out of this new technology, you need to have employees that are well trained in the department's processes and are more then capable of making important decisions that can impact the organization. If you train your employees correctly, you should see the following results:

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Topics: help desk support

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