The Underground Support Blog
Insider Information from Help Desk Experts

Todd Cronin

Recent Posts

Trust and Reliability: Two Factors Necessary for Help Desk Providers

Posted by Todd Cronin on 5/17/17 11:28 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.

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

Improving Help Desk Performance through Co-Sourcing Models

Posted by Todd Cronin on 8/26/16 3:45 PM

Occasionally referred to as a "Hybrid Solution", companies are supplementing their internal service desk  (not replacing in total) with a strategically selected external partner.  Companies from all verticals and markets, who for reasons of cost, turnover and protecting core expertise of their current staff, have chosen this route as an extension of their help desk.

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