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 2/9/18 12:34 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

Give Your Help Desk the Power to Say Yes

Posted by Stephen Clark on 11/10/17 5:13 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 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

Improving Help Desk Performance through Co-Sourcing Models

Posted by Todd Cronin on 8/26/16 3:45 PM

Occasionally referred to as a "Hybrid Solution", companies are supplementing their internal service desk  (not replacing in total) with a strategically selected external partner.  Companies from all verticals and markets, who for reasons of cost, turnover and protecting core expertise of their current staff, have chosen this route as an extension of their help desk.

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