The Underground Support Blog
Insider Information from Help Desk Experts

4 Tips to Improve Your Help Desk Ticket Management System

Posted by Global Help Desk Services Inc. on 12/3/18 12:00 PM

Help desk support can become incredibly overwhelming when an organization expects faster response times and an effective ticket management system is not set in place. When help desk requests build up, it overwhelms the help desk support agents, increases the amount of time customers have to wait, irritates customers, and ultimately leads to your company losing business. All of this can be avoided by keeping your ticket management system structured in an efficient manner. So where do you start? Here are 4 helpful tips that will make it easier for you to improve your ticket management system, alleviate the stress put on help desk support agents, and make your customers happier.

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Topics: help desk support

4 Ways Technology Leaders Can Improve Their Organization's ROI

Posted by Global Help Desk Services Inc. on 11/20/18 10:00 AM


Today's technology leaders spend a lot of time justifying their investments to prove that their department provides significant return on investment (ROI) to the organization. The organizational tasks of cutting costs while still effectively driving results does not make their lives any easier either. As a technology leader, increasing your organization's ROI depends greatly on your ability to successfully manage costs while finding ways to effectively leverage your resources. So how do you, as a technology leader, help improve your organization's ROI? Here are 4 tips to get you started:

1. Train Your Employees
Investing in new technology can help improve ROI,  but the technology itself may not always deliver the desired results. To get more out of this new technology, you need to have employees that are well trained in the department's processes and are more then capable of making important decisions that can impact the organization. If you train your employees correctly, you should see the following results:

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Topics: help desk support

Five Factors Affecting Your Help Desk’s Ability to Handle More Calls

Posted by Global Help Desk Services Inc. on 11/8/18 2:00 PM

Help desk managers want to know how many calls agents should be able to handle and what factors are impacting that throughput.  There are specific factors that directly affect a help desk’s ability to handle more calls.

First, let’s discuss a help desk agent’s theoretical throughput on a daily basis.  This is important to understand because you have to know what your agents can do theoretically and then we can discuss the five factors affecting their ability to reach that theoretical limit.

Using simple math think about this: if the average call length is 5 minutes and, theoretically, an agent can handle 12 calls per hour x 8 hours per day, then that agent is making 96 calls per day. On the other hand, if the average call length is 10 minutes then that agent can only handle ½ the number of calls per day (6 calls per hour x 8 hours per day equals 48 calls per day).

Next, let’s consider the five factors that affect your agents’ ability to reach this theoretical throughput:

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Topics: help desk support

5 Ways Help Desk Outsourcing Can Increase Organizational Efficiency

Posted by Global Help Desk Services Inc. on 11/5/18 10:00 AM


Today’s organizational issues like increased competition, smaller budgets and limited resources have forced organizations to think more about which departments are the most important to the organization’s success. What’s more, an increased focus on customer experience and satisfaction has placed an even larger importance on the organization's help desk operations. For some time now, help desks have found themselves in the middle of these issues because this is where a customer usually lands if he/she has any issues with the organization. As such, outsourcing help desk operations has become a kind of revolution thanks to the internal efficiencies it has been shown to deliver. But if you're still asking yourself how efficient outsourcing your help desk operations can really be for your organization, here are 5 ways to help answer that question.

1. Help desk outsourcing helps you focus on business critical tasks
A help desk is a critical function of any organization, but nonetheless not the primary function of most. So why not delegate it to people whose primary function is offering help desk services? Your employees can then focus on what you really do as an organization; improving their output and overall organizational efficiency.

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Topics: help desk support

5 Steps for a Successful Transition from In-House to Outsourced Help Desk Support

Posted by Global Help Desk Services Inc. on 10/26/18 10:00 AM

Your organization has made the decision to hire a help desk support team. Now comes the transition from in-house to outsourced, one of the most important pieces that can ultimately lead to the success or failure of the partnership. A poor transition can negatively impact things like productivity, employee satisfaction, and even customer satisfaction, but these can all be avoided with a well-executed and smooth transition. In order for the transition to be successful, here are 5 key steps that your organization must take.

1. Key Performance Indicators
Help desk KPIs are the most important measurable outcomes that indicate the success or 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. Click here for our top 5 key performance indicators you should incorporate into your planning.

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Topics: help desk support

4 Benefits an Outsourced Help Desk Team Can Bring to Your Organization

Posted by Global Help Desk Services Inc. on 10/22/18 12:00 PM

One of the most important goals of an IT department is to help the organization create meaningful business value through better customer support, and one of the best ways the IT department can achieve this is through outsourcing its services. Not only does an outsourced help desk support team help streamline processes and communication, they also keep the department more organized with detailed records of all submitted issues. There are many ways a help desk support team can make an organization more efficient and more productive, so it's no wonder why outsourcing help desk services is considered one of the best IT practices that can benefit almost every organization. Here are 4 benefits that an outsourced help desk support team can bring to your organization:

1.  Enhanced Efficiencies
Every business desires to operate like a well-oiled machine. In other words, they want to hum along smoothly and effortlessly with every component doing its part. If you have to continually deal with slow-moving parts, breakdowns, or areas that start and stop, then you will not get all the work done that you need to get done. Not only does a help desk support team relieve your Tier 2 and Tier 3 teams by resolving more at the front-end, but it also serves as a centralized location for all your customer service communications. This allows all incoming activity to flow into one place. For example, if a customer calls or visits a website portal, they will be directed to the same service desk. If they send an email request or chat with an agent, the information is handled by the same service desk. This makes the workflow more efficient for both the customer and your support teams who won’t  need to retrieve tickets from multiple locations and disperse them.

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Topics: help desk support

How to Determine What Level of Help Desk Support Your Organization Needs

Posted by Global Help Desk Services Inc. on 10/12/18 10:00 AM

When your customers need a more specific solution to the one they can figure out on their own, there is value in having a team available that can resolve it in the fastest and most effective way. This is why most organizations choose to outsource their help desk services to a help desk support teamNonetheless, hiring the right help desk support team can be quite an undertaking. To truly experience the benefits of an outsourced help desk support team, you need to determine exactly what level of support you will need. Here are 4 key ways to help determine what level of help desk support you really need.

1. Customer Needs and Expectations
It's important to understand what level of support your customers need vs. what level of support you want to offer them. No two customers are the same, and each customer will have a different expectation of the support he/she is given, so it's important to ask the following 4 questions:

1. What type of communication do my customers prefer? Do they prefer email, telephone, or live chat?
2. Are my customers comfortable with self-service tools? And can they answer their own questions with these tools?
3. How long do my customers expect to wait for answers?
4. Do my customers really need to use a website to get help?
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Topics: help desk support

6 Things to Consider When Hiring a Help Desk Support Team

Posted by Global Help Desk Services Inc. on 10/5/18 3:00 PM

The business landscape is changing faster than ever before thanks to the power of technology and need to streamline. A lot of companies are now outsourcing certain aspects of their businesses to save time, money, and improve processes. It’s estimated that by 2020, technical support outsourcing will grow by 6%, bringing in more than $135 billion a year in revenue. Among the support services projected to grow are help desk support and call centers which have the greatest impact on customer experience and satisfaction.

But do you and your company stand to benefit from the growth of help desk support services? You can only tell if your are using the right help desk support team. Despite the business world being full of these services, failure to properly select the right help desk support team can cause irreparable damage to your organization. Here are 6 things to consider when hiring a help desk support team:

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Topics: help desk support

3 Ways to Increase Your IT Department's Value As Technology Needs Increase

Posted by Global Help Desk Services Inc. on 9/28/18 10:00 AM


Today's business environment demands more from an IT department than ever before. The increasingly rapid pace of innovation and the seemingly endless need for more technology have mandated a paradigm shift in the industry. 
No longer is it enough to simply purchase the tools, connect them to networks and re-set passwords. These days, it's all about providing value. 

But how, as a technology leader, can you effectively increase the value of your IT department? Here are 3 ways to increase your IT department's value as technology needs increase:

1. Do the Data "Dirty Work"
It's one thing to build a database for your colleagues in sales, marketing or finance. It's another thing entirely to be able to know the data, analyze the data and help your partners in other departments use it to make smart, strategic decisions. A surefire way to add value to your IT department is doing the dirty work around data mining and business analysis.  Focusing your time on providing descriptive, predictive and prescriptive data analysis, data visualization and data modeling to help the organization make better and smarter decisions will show your IT department's value within the organization.

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Topics: help desk support

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

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