Insider Information from Help Desk Experts

4 Ways to Deliver More Value from Your IT Service Desk

Posted by Global Help Desk Services Inc. on 3/13/20 12:30 PM

As a technology leader, helping your organization better understand the value of its IT investment is imperative, but we know this is easier said than done. Here are 4 ways to deliver and prove more value from your IT service desk.

1. Minimize Your Complexities
If you make it too difficult or complex for your users to use the service desk, they probably won’t use it. Some examples include only allowing users to submit via email, or your service desk only logging the ticket and then escalating the ticket to Tier 2 anyway, or creating a complex multi-level menu system on your phone system that frustrates users. Simply understanding your audience and how they would like to access support goes a long way to reducing complexities.

Some enterprises are moving towards automated processes, like password reset tools. If you try to implement automated tools but don’t communicate the simple step-by-step process to access the service, incentivize users to use the service, or reinforce the use of the service through the service desk, they won’t use it.

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Topics: help desk support, help desk operations, help desk support team, help desk outsourcing, IT service desk

Success Story: Improving Efficiency in Healthcare Help Desk Operations

Posted by Global Help Desk Services Inc. on 2/26/20 11:30 AM

Did you know that 75% of hospitals are outsourcing IT functions? (Source: Medsphere) One of our clients is a pediatric hospital, and when we initially spoke with them, they were looking for a help desk provider that could deliver significant cost savings in the long term, but also develop a deep knowledge base of their operations and systems to deliver a seamless experience for the outside caller.

These are two of the most common requests we see from hospitals that are looking to outsource their help desk because they are seeing clear challenges with their budget, as well as the overall speed and delivery of their internal teams.

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Topics: help desk, help desk support team, help desk outsourcing, internal help desk team, healthcare help desk, Success Stories

5 Ways to Help Reduce Your IT Costs in 2020

Posted by Global Help Desk Services Inc. on 2/18/20 1:00 PM

As organizations try to find more efficient ways to reduce their IT department budgets, the good news is that there are many strategies to help reduce your costs without negatively affecting your department or the overall organization. The strategies you choose will vary depending on your situation and your goals, both short and long-term, but the following are 5 ways to help reduce your IT costs while improving output and overall value to the organization.

1. Shift Left
Employee wages are a big part of IT budgets. As such, you want to get the most efficient use of your IT staff’s skillset. It doesn’t make sense to have a Cisco engineer answering calls regarding basic PC problems or resetting passwords. By shifting (“shift left”) more resolutions from your Tier 2 or Tier 3 groups to the help desk, your cost per resolution goes down and you free up more time for your higher paid resources. In some cases, you can also reduce staffing. Shift left requires each of your resolver groups to identify frequently asked questions that can easily be documented in a Knowledge Base (KB) handled and resolved by the help desk. If you don’t have the help desk staff, tools, or expertise to pull this off, help desk outsourcing may be the way to go.

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Topics: help desk support, help desk outsourcing, help desk costs, IT costs

[Video] 5 Common Hurdles of Internal Help Desk Teams

Posted by Global Help Desk Services Inc. on 2/5/20 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. 

Watch the video below and learn about 5 common hurdles that internal help desk teams face:

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Topics: help desk, help desk outsourcing, internal help desk team

5 KPIs to Track Your Help Desk Performance in 2020

Posted by Global Help Desk Services Inc. on 1/23/20 10:00 AM

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.

How will you measure the performance of your help desk in 2020? In the world of help desk support, the number of KPIs can be endless and it is quite difficult to know exactly what you should be measuring. So we've put together 5 key performance indicators you should be using to measure your help desk performance in 2020.

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.

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Topics: help desk support

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 its 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.
  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

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