Insider Information from Help Desk Experts

[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

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.
  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

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.

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Topics: help desk

4 Ways to Optimize Your Help Desk to be Successful in 2019

Posted by Global Help Desk Services Inc. on 1/2/19 10:00 AM

Almost every enterprise organization wants to tap the full potential of each employee and process. These days, computers and other devices are everywhere, helping to get things done faster, more effectively, and more efficiently. But as reliant as we are on these computer systems, keeping your internal help desk running at maximum efficiency is the most crucial to the success of your organization and achieving internal and external customer satisfaction.

Here are 4 ways you can optimize your help desk to be successful in 2019.

  1. 1) Focus on your help desk employees first and foremost: One of the best and most important ways to maximize the effectiveness of your employees is to look at them individually first. Focus on their goals, strengths, and areas for opportunity as valuable assets of your team. Then, you can focus on each individual as a cohesive team that tackles issues together by leveraging each other's strengths. Be sure to build your team so that everyone's strengths are utilized, and team members can help one another improve upon their potential weaknesses.
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Topics: help desk

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