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.

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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 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.

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