To stay competitive in today's rapidly changing business climates, companies of all sizes are on the lookout for ways to manage and control costs. Focusing on core competencies of your business and leveraging skilled IT expertise is where most companies are focusing on, which is why outsourcing your help desk may be a good solution.
A message from Global Help Desk Services, Inc.’s President, Steve Wetherell
COVID-19 has highlighted differences in information technology workers’ IQ and Emotional Intelligence (EQ). At Global Help Desk Services, Inc. (GHDSi), our hiring practices, while seeking technical expertise and IQ standards in our candidates, focuses heavily on EQ over IQ. Studies have determined that an employee’s EQ determines their success by a factor of four-to-one over IQ. We believe this hiring process has proven to be the right method all these years, as service delivery during COVID- 19 required greater levels of empathy and emotional intelligence.
Key Performance Indicators (KPIs) are the most important measurable outcomes that not only keep your help desk outsourcing team on track to achieve its goals, but can also indicate the success and failure of your overall help desk.
In today's healthcare environment, providers are challenged to deliver optimal patient care as quickly, and at the lowest cost possible. For the hospital, it becomes paramount to be able to answer questions and resolve technical issues efficiently and accurately, so that providers can return to patient care immediately. As a result, healthcare organizations are showing greater scrutiny than ever before when it comes to choosing a help desk partner.
One of our clients is an acute care community teaching hospital that is recognized for its reputation in providing excellent care, education and research. It also hosts one of the most advanced medical simulation training centers in the world, supplying access to the region’s largest robotic surgery centers.
The hospital was looking to resolve its technical issues accurately and efficiently and to also transition all help desk services in house without any disruption of service.
During these times when COVID-19 has forced organizations to find ways to reduce their budgets and improve their bottom lines, many organizations are hiring outsourced help desk teams to help save money, time and improve processes. Failure to properly select the right team can be the difference between the success and failure of your IT organization, but do you know what traits to look for in an outsourced help desk team? If your organization is looking to hire an outsourced help desk team, here are 5 essential traits you should look for.
1. Knowledge & Expertise
The right outsourced help desk team should come with a lot of knowledge and expertise. In an increasingly competitive business world, hiring the wrong team could mean missing out on key trends and opportunities that could help advance your organization. You'll want a team that focuses on continuous improvement and finding ways to shift more resolutions to the help desk, which will result in faster resolutions and happier clients. Look for a team that is agile, able to adapt rapidly, and able to work closely with you, because their experience can be highly advantageous both in the short and long term.
Topics: help desk support
Help desk outsourcing has become a popular solution among enterprise organizations because of the benefits it can deliver. Smaller budgets, limited resources, increased competition and the need for improved customer satisfaction are all factors forcing organizational leaders to look at outsourcing their help desks.
Choosing a help desk partner can be one of the toughest decisions that an IT department can make. This is because selecting the right help desk partner truly can be the difference between the success or failure of your organization. As you know, your help desk heavily impacts customer satisfaction, so your outsourced help desk team really needs to be an extension of your organization.
One of our clients is a billion-dollar enterprise company that provides world-class marine transportation equipment and logistics services to the energy and agriculture industry.
While engaged with an offshore help desk partner, management found that staff productivity was hampered by the partner's underwhelming performance. To remedy the situation, an executive committee was formed to re-evaluate their current help desk partner, explore alternative options and recommend a solution to improve overall IT support.
Utilizing an outsourced help desk partner is a great way for a company to streamline its processes and become more efficient and productive. However, one thing that holds some organizations back from outsourcing their help desk is the perception surrounding the cost, especially during these current times when every dollar counts and many organizations are being forced to reduce their costs and budgets. If this describes the current situation at your company, then here are 4 ways an outsourced help desk partner can save you money during this current time in our economy and moving forward.
1. Enhanced Operational Efficiencies
Every business has a goal of operating like a well-oiled machine. If you have to continually deal with slow-moving parts or breakdowns in your operational processes, then you will not get all the work done that you need to, which can negatively impact your bottom line and morale. Not only does an outsourced help desk partner relieve issues on the front-end, but it also enhances operational efficiencies on the back-end.
Topics: help desk support
Scalability and being flexible to change are some of the most important benefits that an outsourced help desk partner can bring to an organization.
One of our clients is a Fortune 100 financial services organization that provides retirement solutions to nearly 4 million active and retired employees in academic, research, medical, and cultural fields.
As the firm continued to grow, it was concerned with scalability issues. They were also concerned with finding a trusted and reliable help desk partner that would be flexible and compatible with its current help desk ticketing system.
There are many ways an outsourced help desk partner can make an organization more efficient and more productive, so it's no wonder why outsourcing help desk operations is becoming more and more popular among IT departments.
Watch the video below and learn about 5 advantages of hiring an outsourced help desk partner for your organization: