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.

Read More

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.

Read More

Topics: staffing help desk, help desk best practices

Subscribe to the Blog


eBook: 10 Common Help Desk Challenges & Concerns that Impact Companies Today

Help Desk Concerns eBook Image

Download the eBook


How Much Does Help Desk Support Cost?

Access the Help Desk ROI Calculator to detail all of your help desk costs. 

Access the Calculator

Recent Posts

Follow Us Online