Insider Information from Help Desk Experts

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 a 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:

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Topics: help desk support

4 Ways to Determine Your Help Desk Outsourcing Needs

Posted by Global Help Desk Services Inc. on 4/15/19 10:00 AM


When an organization realizes that there is an opportunity to save time, money, and improve processes, there is significant value in hiring a team that can achieve this in the fastest and most efficient way possible. This is why more and more enterprise-level organizations are focusing on help desk outsourcing and hiring a team of experts to handle their help desk services. However, to truly see the value of an outsourced help desk support team for your organization, you will need to first determine what support you will actually need. Here are 4 ways to help determine your help desk outsourcing needs:

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Topics: help desk support

[Video] Five KPIs to Track Your Help Desk Team Performance

Posted by Global Help Desk Services Inc. on 4/3/19 1:00 PM

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 help desk support operations.

Watch the 2-minute video below and learn about 5 top key performance indicators (KPIs) to track your help desk team performance in 2019.

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Topics: help desk support

4 Tips to Successfully Implement New Technology in Your Organization

Posted by Global Help Desk Services Inc. on 3/26/19 12:00 PM

New technologies can offer many benefits to organizations, including getting and staying ahead of competitors, growing profits, and becoming more efficient. However, new technologies also bring unknown possibilities that come with change, and that can be difficult for many employees within the organization to embrace. So, how can you successfully implement new technology in your organization with as little resistance as possible?

Here are 4 tips to successfully implement new technology in your organization:

1. Communicate
One of the most effective ways to get your organization to embrace a new technology is to communicate with them.  Talk to them about how the new technology will work and the benefits it will bring, while at the same time, creating an environment where they can provide feedback. By providing feedback, employees might come up with genuinely good ideas for implementation that you hadn't even thought of. Consider using focus groups from different departments that will allow them an opportunity to be heard and express their feelings on the matter, as well as giving you a chance to empathize with their thoughts.

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Topics: help desk support, help desk operations, help desk support team, help desk technology

[Video] Five Ways to Cost Justify Outsourcing Your Help Desk

Posted by Global Help Desk Services Inc. on 3/18/19 11:00 AM

Outsourcing help desk support services is a great way for enterprise organizations to streamline their processes and become more efficient and productive, but they are often scrutinized because of the costs they create for the organization.

Watch the 2-minute video below and learn about 5 ways to help justify the cost of outsourcing your help desk services:

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Topics: help desk support

3 Ways to Improve the Value of Your IT Department

Posted by Global Help Desk Services Inc. on 3/13/19 11:00 AM

Today's business environment demands more from an IT department than ever before. No longer is it enough to simply purchase the tools, connect them to networks and re-set passwords. These days, it's all about providing value. Your IT department is as valuable as the value of your business, and this department plays a crucial role in solving problems, making key decisions and improving overall customer satisfaction. Thus, one of your primary responsibilities as a technology leader should be to constantly look for ways to help improve the value of your IT department within the organization.

But how, as a technology leader, can you effectively improve the value of your IT department? Here are 3 ways to help you get started:

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Topics: help desk support

5 Things to Consider When Hiring a Help Desk Support Team

Posted by Global Help Desk Services Inc. on 2/26/19 12:00 PM

A lot of organizations have begun to outsource certain aspects of their businesses to save time, money, and improve processes, but can your organization benefit from the growth of help desk support services? You'll only be able to tell if you're using the right help desk support team. Hiring the wrong team can be the difference between the success and failure of your organization, so it's important to consider these 5 things when hiring a help desk support team:

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Topics: help desk support, help desk support team

4 Ways an Outsourced Help Desk Support Team Can Lower Your Costs

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

Outsourcing help desk support services is a great way for an organization to streamline its processes and become more efficient and productive. However, one thing that holds many organizations back from outsourcing is the perception surrounding cost. An outsourced help desk support team can actually help an organization save considerably. Here are 4 ways an outsourced help desk support team can lower your costs.

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Topics: help desk support

5 Ways IT Teams Can Deliver More Value to Their Organization

Posted by Global Help Desk Services Inc. on 2/7/19 2:00 PM

More and more enterprise organizations are becoming aware of how critical IT departments can be to an organization. As such, more and more IT teams are now working with the organization's senior leadership to discuss the company's IT strategy and technology direction. For any IT department leader, helping the organization better understand the value of its IT investment is imperative, but this is unfortunately easier said than done. Here are 5 ways for IT teams to help deliver more value to their organization.

1. Run Your IT Department Like a Business
Any business, large or small, always has a constant goal of decreasing running costs and improving efficiencies to save on time and money. You could introduce new capabilities into your organization more effectively if you were to run your IT department like a business. Gone are the days when IT departments were required to just maintain operations. Instead of just focusing on maintaining the status quo in terms of operations, it's important to understand that costs can also be shifted to innovation and digital transformation to improve the technology in the organization. It's also important for you to be able to identify where costs can be reduced, how operations can be streamlined, and how much ROI they are driving for the business.

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Topics: help desk support

3 Ways to Reduce IT Costs at Your Organization

Posted by Global Help Desk Services Inc. on 1/22/19 11:00 AM

Are you under pressure to reduce the IT costs at your enterprise organization? As organizations try to find efficient 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. Which strategies you choose to use will vary depending on your situation and your short and long-term goals. Here are 3 ways to help you reduce the IT costs at your organization:

1. Virtualization
Virtualization is important especially in situations where data demands may change quickly and data access in real time may be critical to the business outcomes. Virtualization allows you to use virtual infrastructure instead of physical hardware, which will help reduce data center operating costs like storage, power, heating, cooling, and, above all, the ability to avoid downtimes. This will also help cut down on the high energy and hardware costs that physical servers can have on an organization.

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Topics: help desk support

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