Insider Information from Help Desk Experts

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

[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

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.

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Topics: help desk support

[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:

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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.

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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.

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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.

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Topics: help desk support, help desk support team

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