The Underground Support Blog
Insider Information from Help Desk Experts

The Pillars of a Successful Support Organization, Part 3

Posted by Stephen Clark on 7/17/17 7:19 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

The Pillars of a Successful Support Organization, Part 2

Posted by Stephen Clark on 4/24/17 1:08 PM


This is the second blog in our 3-part series on the pillars of a success organization. If you missed part 1 of the series, you can view it here.

The foundation to building any support organization lies within the people and the best protocol in hiring the proper help desk staff. 

In part 2, the discussion continues on the topic of Process.  You could argue, that People and Technology are the gears of any support organization, if that's a fair analogy, then Process is the grease between those gears.  It is what makes everything mesh smoothly. Without process, nothing works.

Process in a support organization needs to be "Predictable, and Repeatable."  Without a predictable, repeatable process, you get inconsistency, and inconsistency is the death of any support organization.  It needs to be predictable, for both those providing and those seeking support.

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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 3/13/17 12:32 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.

When staffing a help desk many would think to hire the most technical people, however, the most technical people are not always the most social; and the help desk is about personal service.  Our company, Global Help Desk Services Inc. (GHDSi), has learned over our 16 years of delivering high-quality help desk services, that hiring employees with emotional maturity, or EQ, versus their technical ability, or IQ, lead to more successful agents by factor of 4:1.

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Topics: staffing help desk, help desk best practices