The Underground Support Blog
Insider Information from Help Desk Experts

Give Your Help Desk the Power to Say Yes

Posted by Stephen Clark on Nov 10, 2017 5:13:12 PM

Want a great topic for your next meeting?

How about one that will take the agenda completely off course and into a battle for the grisliest tale of woe?

Just ask: “Have you called our company’s help desk?” Now sit back and enjoy the horror stories that will follow…

We begin with levity here, yes, but in the real world this is no small matter—the reputation of your entire IT department can suffer quick and brutal damage if users are unhappy with their help desk. So then, how is your help desk? It’s a question many IT directors don’t want to ask. Why? Frankly, because they’re afraid of what the answer could be. Despite its true value help desk is most often viewed as a necessary evil or simply a cost center and, in some cases, treated as an afterthought.

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Topics: Improving Help Desk Performance, First Call Resolution, FCR

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

Improving Help Desk Performance through Co-Sourcing Models

Posted by Todd Cronin on Aug 26, 2016 3:45:53 PM


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