The Underground Support Blog
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5 Ways to Overcome Resistance When Implementing New Technology

Posted by Global Help Desk Services Inc. on 9/20/18 2:00 PM

Every day, new technologies are creating more and more opportunities for organizations to succeed. 
They can help organizations get and stay ahead of the competition, grow profits, and become more efficient. Although the unknown possibilities that come with change can be frightening, for an organization to be successful, it must learn to quickly adapt to and embrace change, rather than meet it with resistance. 
So, how can you successfully implement new technology changes with as little resistance as possible?

Here are 5 ways to overcome resistance when implementing new technology within your organization:

1. Communicate the new technology with your team
One of the most effective ways to get your team on track for a new technology change is to communicate with them.  Talk to them about how the new technology will work, but at the same time, create an environment where they can provide their feedback. Team members, when providing feedback, might come up with genuinely good ideas for implementation. It will also give them an opportunity to be heard and express their feelings on the matter, as well as giving you a chance to empathize with their thoughts.

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Topics: help desk support

Remote Workforce: How to Overcome Challenges & Continue to Innovate

Posted by Global Help Desk Services Inc. on 9/13/18 9:00 AM

Today we operate in a world in which the workplace is becoming much less of a physical 'place' for employees. Rather, employees work across a variety of personal workplaces and are connected thanks to a digital environment. While this resulting remote workforce presents some significant advantages to employees, management, and executives, there are also challenges that every company must tackle. Here are a few of the major challenges of a remote workforce and how companies can overcome them to continue to innovate.

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Topics: help desk support

6 Ways to Reduce IT Costs at Your Organization

Posted by Global Help Desk Services Inc. on 9/7/18 12:00 PM

Are you under pressure to reduce the IT costs at your organization? Many IT departments are coming under pressure to reduce their costs, but the cost reduction targets they're given may seem impossible to meet. The good news is there are many strategies to help cut costs without harming the department or the overall company. Which strategies you choose to use will vary depending on the situation at your organization and your short and long-term goals. With that in mind, here are 6 strategies you can use to reduce the IT costs at your organization.

1. Personnel
Employee wages are a big part of IT budgets, which is why some organizations are reducing personnel costs to meet their budget targets. Controlling personnel costs can be challenging when your talent needs change from one quarter to the next. To help reduce personnel costs, you can turn to contract staffing. Contract staffing can help you maintain adequate staffing levels during slow periods, but can also fill in the gaps and help you manage higher-demand periods. When a new project approaches, a technical recruitment company can quickly find contractors for you, and when the project ends, you can let the contractors go. This flexibility can help you keep your personnel costs under control.

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Topics: help desk support

5 Tips to Help Your Support Team Embrace Technology Change

Posted by Global Help Desk Services Inc. on 8/28/18 12:00 PM

Change is inevitable and has always been a constant in organizations. As technology advances, it's important that help desk support teams embrace this change in order to be successful. This isn't always easy, but due to the accelerated pace in technological advancements, embracing change is more important than ever before. There is no doubt that the teams that thrive best in this environment are the ones that will embrace the change as part of their organizational DNA. If you're looking for ways to get your help desk support team to embrace technology change at your organization, here are 5 tips to help you get started.

1. Assess the Attitude of Your Team Towards the Change
The attitude of the team members should be measured before the organization makes any changes to get a better understanding of which of them will embrace the change and which of them will not. Team members who prefer stability will choose to work with proven methods while those who embrace change will be more enthusiastic to experiment with the new technology.

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Topics: help desk support

5 Key Performance Indicators for a Successful Help Desk Support Team

Posted by Global Help Desk Services Inc. on 8/22/18 11:00 AM

Help desk KPIs are the most important measurable outcomes that indicate the success and failure of your help desk support operations. Without them, you can never be quite sure what’s working. And selecting the right help desk KPIs allows the help desk support team to focus their efforts purely on what’s most important.

But how do you measure the performance of your help desk support team? How do you set goals and assess performance when the job is defined as "customer service"? There are several useful metrics that can be applied to help desk evaluation, but here are five top key performance indicators you should incorporate into your planning.

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Topics: help desk support

Top 3 Customer Impacts from Overworked Help Desk Support Teams

Posted by Global Help Desk Services Inc. on 8/14/18 12:00 PM

Help desk support can sometimes be overwhelming and stressful. Research shows that people who work in help desk support positions can suffer from compassionate fatigue, which is why customers may sometimes complain of being treated more like paperwork instead of like an actual person.

Compassionate fatigue may cause your help desk support team to suffer from disengagement, anxiety, and total burn out among other things. Since help desk support teams play such an important role in the overall success of your business, making sure this compassionate fatigue isn't seen and felt by your customers is imperative.

Here are the top three ways an overworked help desk support team can impact your customers:

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Topics: help desk support

5 Tips for Technology Leaders to Deliver Value to the C-Suite

Posted by Global Help Desk Services Inc. on 8/7/18 3:00 PM

Members of the C-suite are becoming more and more aware of how critical information technology is to an organization. According to a recent JWC partners’ survey, as it relates to information technology, C-suite leaders are the most concerned with the following:  cyber security, digital disruption, and innovative technology advances.

As such, technology leaders are now making more appearances before the C-suite to discuss the company's IT strategy and technology direction. For any technology leader, delivering insight and intelligence to help C-suite leaders better understand the value for their IT investment and IT team is imperative, but this is unfortunately easier said than done. If you are looking to deliver value to the C-Suite at your company, here are 5 tips to help you get started:

  1. 1. Minimize Complexities

By 2020, only 20% of technology implementation efforts will come to fruition. According to Gartner, 80% failure will be attributed to complexity. I think most people can agree that technology within organization can sometimes be overly complex, and that is what can ultimately stall technology implementation efforts when new tools and systems are potentially being introduction. In an effort to cut costs, many organizations are moving towards automated processes, but if these processes are not efficient and don't show value, they will not be successful and can oftentimes increase the complexity of processes within the organization. At the end of the day, it's the responsibility of the IT leadership team to successfully integrate modern technology into the workforce and culture in order to achieve increased productivity for the company with minimal complexity and internal disruption.

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Topics: help desk support

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

Posted by Aaron Shultz on 2/9/18 12:34 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.

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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 12/29/17 12:14 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…

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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 11/10/17 5:13 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.

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

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