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Global Help Desk Services Inc.

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The Current State of Help Desk Survey Results: 5 Key Takeaways

Posted by Global Help Desk Services Inc. on 1/13/20 12:00 PM

As we enter into a new year, it's important to understand the help desk challenges that could impact your organization, as well as some helpful ways to overcome those challenges. For more than 20 years, we have been working with clients to optimize, improve, and sustain their global help desks. Although the struggles and frustrations are unique to each situation, time and again there are specific challenges that continue to top the list.

We recently conducted a survey of large and enterprise-size organizations to see the current challenges that global organizations are facing with their help desk teams, and the results are in! You can download the full results here, but we have also put together the below 5 key takeaways based on the results:

1. Majority of Organizations Prefer a Help Desk That is Available 24x7x365
Often, we see companies requiring 24x7x365 support. However, the existing staff uses an on-call rotation schedule after hours. This approach of on-call rotation is taken when we see businesses reluctant to hire the additional staff needed to provide complete coverage.  In addition, you may find the arrival of the support request volume more than a single person can handle, requiring either more staff to cover the extra volume or delays in service as people wait for help.  In either case, staffing becomes very expensive. At times,  companies may seek an outsourcer like GHDSI to offset their off-hours coverage to help keep the cost down and eliminate the need to manage off-hour staff, especially when you factor in potential idle time of staffed resources during off-hour periods.

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Topics: help desk

3 Ways to Setup Your Help Desk For Success in 2020

Posted by Global Help Desk Services Inc. on 12/18/19 1:00 PM

  1. An organization's help desk is critical to it's overall success. Help desks can serve multiple roles within the organization, so it's important to ensure you are taking the right steps now, if you haven't already, to set up your help desk for success in the new year. But how to do achieve this? Here are 3 ways to set up your help desk for success in 2020.
  2.  
  3. 1. Follow Industry Trends
    Organizations approach help desk management differently, but according to a recent survey from Atlassian, the top three help desk priorities are generally similar across the globe. The top three priorities for global help desks are knowledge management, customer satisfaction, and IT service desks becoming more business-focused. These three priorities are critical for the success of your help desk not just in 2020, but into future years well. Digital transformation of business is blurring the lines between people, processes and technology, and as help desk support continues to evolve, the role of the help desk will shift from being mainly technology-focused to more customer and business-focused.
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Topics: help desk

Selecting the Right Help Desk Outsourcing Partner (Part 2)

Posted by Global Help Desk Services Inc. on 11/18/19 11:30 AM

This is part two of our 2-part series on the 10 key criteria to consider when selecting the right help desk outsourcing partner. If you missed part one, you can click here to read the full blog.

Selecting the right partner can be the difference between the success or failure of your organization, but do you know what your organization should look for in a help desk outsourcing partner? Here are the remaining 5 important keys to consider when selecting your next help desk outsourcing partner.

6. Provide White-Label Service
Your help desk partner should provide service to your internal and external customers under your company name to ensure a seamless and branded experience for your customers.

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Topics: help desk support, help desk support team

Selecting the Right Help Desk Outsourcing Partner (Part 1)

Posted by Global Help Desk Services Inc. on 11/7/19 12:00 PM

Many enterprises outsource certain aspects of their businesses in order to save time, money, and improve processes, but do you know what your organization should look for in a help desk outsourcing partner? Selecting the right partner can be the difference between the success or failure of your organization, so it's important to consider these 5 keys when selecting your next help desk outsourcing partner.

1. Leverage a US Team 24 x 7 x 365
Your help desk partner should employ a U.S. team that is available 24 hours a day, 7 days a week, 365 days a year to maintain customer service levels and provide the best experience to your customers. Remember, your employees/customers are already frustrated when they call the help desk. They don’t need to navigate through cultural and language barriers just to get help.

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Topics: help desk support, help desk support team

[Video] 4 Ways to Optimize Your Enterprise Help Desk

Posted by Global Help Desk Services Inc. on 10/22/19 11:00 AM

As enterprise organizations grow in scale and size, so do requests for their internal help desk teams. 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?

We invite you to watch the video below and learn about 4 ways to optimize your enterprise help desk:

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Topics: help desk support, help desk support team, help desk outsourcing

Why Help Desk Outsourcing is Ideal for Enterprise Organizations

Posted by Global Help Desk Services Inc. on 10/9/19 11:30 AM

 

Help desk outsourcing has become a popular solution among enterprise organizations because of the benefits it can deliver. Smaller budgets, limited resources, increased competition, better customer experience and improved customer satisfaction are all factors forcing organizational leaders to look at outsourcing. Here are four reasons why help desk outsourcing is ideal for your enterprise organization.

1. Help desk outsourcing ensures predictable costs
With an outsourced help desk team, everything is very consistent and transparent, which makes budgeting a lot easier. Outsourcing will eliminate the need for real estate, equipment, hiring, training and management of your own help desk staff. In this way, you can measure business efficiency and success against what you are putting out. Being able to predict costs means your growth strategies can be supported without worrying about surprises that come about as a result of being inefficient.

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Topics: help desk support

Global Help Desk Services Named a Top Workplace for 2019

Posted by Global Help Desk Services Inc. on 10/1/19 11:58 AM


We're excited to announce that we've been recognized as a Top Workplace for 2019 by The Hartford Courant! This award is especially important to us because it is based solely on employee feedback gathered through a third-party survey. The anonymous employee survey measured several aspects of workplace culture including alignment, execution and connection, just to name a few.

Global Help Desk Services Inc. owners, Steve and Karen Wetherell, recently sat down for a Q&A discussion to talk about this award and what it means to them and their employees.

What does it mean to you to be named a top workplace in Hartford?
This award is a true testament to our efforts and recognizes that our greatest asset is our employees. When we continue to invest in our employees, we continue to provide exceptional customer service to our clients around the globe.

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GHDSI Growing Operations with Opening of New Building

Posted by Global Help Desk Services Inc. on 9/18/19 10:00 AM


We're excited to announce that we have recently moved to a brand new building in Rocky Hill, CT. Global Help Desk Services, Inc. has been operating in Connecticut for the past 17 years, and we are thrilled to continue to grow our organization in this new location. Our new building  provides a unique and unifying space for our employees including a large break room, additional meeting rooms, more spacious individual desks and offices, and much more. 

Global Help Desk Services Inc. owners, Steve and Karen Wetherell, recently sat down for a Q&A discussion to talk about this new building and what it means to them and their employees:

Why did you decide to stay and grow your business operations in Connecticut?
We've been operating in Connecticut for the past 17 years, and we decided to keep our business operations here so that we could continue to provide an opportunity for growth to those that have stayed with us for all these years. Growing operations here would be an incremental growth path, compared to another state that would be a more exponential growth path where people, systems, and processes would have to be recreated or re-established from scratch. At the same time, uprooting of any business from one state to another would become very difficult.

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[Video] 3 Ways to Reduce IT Costs at Your Organization

Posted by Global Help Desk Services Inc. on 9/12/19 11:00 AM

As organizations find ways to "tighten up" their department budgets, the good news is that there are many strategies to help reduce costs without harming the department or the overall organization. The strategies you choose will vary depending on your situation and your short and long-term goals.

We invite you to watch the 1-minute video below and learn about 3 ways to reduce IT costs at your organization:

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Topics: help desk support, help desk support team

10 Advantages of Hiring an Outsourced Help Desk Partner (Part 2)

Posted by Global Help Desk Services Inc. on 8/20/19 10:00 AM

This is part two of our 2-part series on the 10 advantages of hiring an outsourced help desk partner. If you missed part one, you can click here to read the full blog.

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 more advantages of hiring an outsourced help desk partner:

1. Enhanced Efficiencies
Every business desires to operate like a well-oiled machine. In other words, they want to hum along smoothly and effortlessly with every component doing its part. If you have to continually deal with slow-moving parts, breakdowns, or areas that start and stop, then you will not get all the work done that you need to get done, which can and will impact your bottom line. Not only does an outsourced help support desk team relieve issues at the front-end, but it also serves as a standards bearer on the back-end. A good help desk support team will force the rest of IT to adhere to standard processes because the help desk will need to know what to do with every ticket it creates, whether it resolves the issue or has to escalate it to another support group. These standards will allow those users seeking support to have some consistency on what to expect when they seek support and the support teams will have consistency on how they interact with the help desk and respond to those users seeking further support.

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Topics: help desk support

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