The Underground Support Blog
Insider Information from Help Desk Experts

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.

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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.

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Topics: staffing help desk, help desk best practices