The Underground Support Blog
Insider Information from Help Desk Experts

10 Advantages of Hiring an Outsourced Help Desk Partner (Part 1)

Posted by Global Help Desk Services Inc. on 8/8/19 11:00 AM

This is part one of our 2-part series on the 10 advantages of hiring an outsourced help desk partner. We will be covering the first 5 advantages in this blog and be sure to subscribe, if you aren't already, so that you receive part 2 in the coming weeks.

One of the most important goals of an IT department is to help the organization create meaningful business value through better customer support, and one of the best ways the IT department can achieve this is through outsourcing its help desk operations. Not only does an outsourced help desk partner help streamline processes and communication, they also keep the department more organized with detailed records of all submitted issues. 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. Here are 5 advantages of hiring an outsourced help desk partner:

1. Extended Coverage
 An outsourced help desk partner can offer support 24 hours a day, 7 days a week, which gives you the peace of mind that there is always somebody available to help your customers. If you only have an internal team, it will be harder for you to leverage that team to handle requests "after hours" or during weekends and holidays. This can have negative implications for your team, both internally and externally, if customers are looking for support and they aren't receiving it in a timely manner.

Read More

Topics: help desk support

4 Ways to Optimize Your Enterprise Help Desk

Posted by Global Help Desk Services Inc. on 7/24/19 12:00 PM

As enterprise organizations grow in scale and size, so do requests for their internal help desk teams. These help desk requests quickly become difficult to manage as companies approach enterprise-scale user levels and issues take up valuable internal IT department time. Despite the effort these organizations put into optimizing their help desks, things don’t always go as planned, and many help desks still face challenges when trying to give internal and external customers the best possible experience. Keeping your help desk running at maximum efficiency is critical to the success of your organization and achieving both internal and external customer satisfaction. So how do you achieve this? Here are 4 ways to help you optimize your enterprise help desk.

Read More

Topics: help desk

[Video] 4 Questions to Determine Your Help Desk Outsourcing Needs

Posted by Global Help Desk Services Inc. on 7/16/19 12:00 PM

There is significant value in hiring an outside team of help desk experts when you're looking to save time, reduce costs and improve processes. However, to truly see the value of an outsourced help desk support team, you will need to first determine your actual needs.

Watch the 2-minute video below and learn about the 4 questions you should be asking when determining your help desk outsourcing needs:

Read More

Topics: help desk support, help desk support team

3 Ways to Maximize Help Desk ROI at Your Organization

Posted by Global Help Desk Services Inc. on 7/8/19 9:24 AM

Today's IT leaders spend a significant amount of time trying to prove the value of their decisions and investments.  Maximizing your Return On Investment (ROI) depends greatly on your ability to successfully reduce costs while finding ways to more effectively manage your resources. The first place you can start is at the help desk. So, how do you maximize help desk ROI at your organization? Here are 3 ways to help you get started:

1. Develop Key Performance Indicators (KPIs)
In order to show ROI, you will need to first determine key performance indicators (KPIs) of your help desk. KPIs are the most important measurable outcomes that indicate the success and failure of your help desk. There are industry benchmark KPIs that may be helpful, but to get more out of your investment, you will need to tailor them to match your own organizational needs and then monitor and measure them regularly. If you're looking for a some tips, you can also check out our list of the top 5 key performance indicators to track your help desk performance.

Read More

Topics: help desk support, ROI

4 Ways to Help Your Support Team Embrace Organizational Change

Posted by Global Help Desk Services Inc. on 6/24/19 11:30 AM


Change has always been a constant within organizations. However, in order to be successful, it's critical that your support team embraces change from the beginning. This isn't always easy to do, but with the accelerated pace of things like technological advancements and competition, embracing organizational change is becoming more important than ever before. Here are 4 ways to help your support team embrace change within your organization.

1. Listen to Your Team
You should measure the team's attitude about the change before the organization makes any changes to better understand which members of the team will embrace the change and which of them will not. Team members who prefer stability will be more likely to work with proven methods, while those who embrace change will be more enthusiastic to experiment with new methods.

Read More

Topics: help desk support

[Video] 5 Characteristics of Great Help Desk Outsourcing Teams

Posted by Global Help Desk Services Inc. on 6/10/19 12:00 PM

Many enterprise organizations hire outsourced help desk teams to save time, money, and improve processes, but do you and your organization know what characteristics to look for in a great help desk outsourcing team?

Watch the 2-minute video below and learn about 5 characteristics that great help desk outsourcing teams possess.

Read More

Topics: help desk support, help desk support team

5 Key Performance Indicators to Measure Your Help Desk Support Team

Posted by Global Help Desk Services Inc. on 5/31/19 10:00 AM

Key Performance Indicators (KPIs) are the most important metrics that help you better determine the successes and failures of your help desk support operations. Without them, you can never be quite sure what's working and what's not working. Also, selecting and measuring the right KPIs will allow the help desk support team to focus their efforts on what’s most important to the organization.

How do you measure the performance of your help desk support team?  How do you determine the right KPIs to measure? There are many useful metrics that can be applied to evaluate your help desk support team, but here are the five top key performance indicators we recommend incorporating into your evaluation.

1. Customer Satisfaction
Customer satisfaction is the reason for maintaining a help desk support team, making this is the ultimate KPI. Measuring customer satisfaction is not always easy, so one of the most direct means of measurement is to send out a survey for your customers to rate and review your help desk support services, then compare the number of completed feedback forms with what you actually sent out. It's best practice to include different questions in the forms that you will need your customers to fill.  

Read More

Topics: help desk support

5 Common Hurdles of Internal Help Desk Teams

Posted by Global Help Desk Services Inc. on 5/15/19 10:00 AM

Having an internal help desk team is a great way for an organization to streamline its processes and become more efficient and productive. However, these same internal help desk teams also have to deal with several hurdles brought forward by the organization. Here are 5 of the most common hurdles that internal help desk teams face.


1. The Help Desk Doesn't Have Buy-in from Upper Management

Some organizations do not make a serious commitment to their internal help desk teams. Due to a lack of understanding, some in upper management don't connect the dots and see how important the help desk team is to restoring productivity to employees that drive the company's core products and services. As a result, management is now forced to write repeatable processes designed to fix issues and serve the enterprise instead of being reactive in a crisis.

Oftentimes, the need for an internal help desk team becomes apparent when a business-critical function is down and it has negative implications on the organization. As a result, the help desk team is forced to write repeatable processes designed to fix issues and serve the enterprise instead of being reactive in a crisis.

Read More

Topics: help desk support

[Video] 4 Benefits an Outsourced Help Desk Team Can Bring to Your Organization

Posted by Global Help Desk Services Inc. on 5/2/19 11:00 AM

There are many ways an outsourced help desk team can make an organization more efficient and more productive, so it's no wonder why outsourcing help desk services is considered one of the best  decisions an organization can make. 

Watch the 2-minute video below and learn about 4 benefits an outsourced help desk team can bring to your organization: 

Read More

Topics: help desk support, help desk support team

3 Ways an Overworked Internal Help Desk Team Can Impact Your Customers

Posted by Global Help Desk Services Inc. on 4/23/19 12:00 PM

Everyone feels overworked in one way or the other.  Even if you love what you do, things always seem to have a way of creeping up on you when you least expect it.  It is the same in the world of help desk support, as an overworked internal help desk team can have a major impact on productivity and the quality of support given.

In addition, research shows that overworked help desk teams can suffer from something called "compassion fatigue", which can lead to customers being treated more like numbers and figures instead of actual people. This compassion fatigue may also cause your help desk team to suffer from things like disengagement, anxiety, and total burn out just to name few. So making sure this compassion fatigue isn't seen and felt by your customers is imperative to the success of your organization.

Here are three ways an overworked internal help desk team can impact your customers:

Read More

Topics: help desk support

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