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 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