Insider Information from Help Desk Experts

5 Essential Traits to Look for in an Outsourced Help Desk Team

Posted by Global Help Desk Services Inc. on 5/28/20 10:15 AM

During these times when COVID-19 has forced organizations to find ways to reduce their budgets and improve their bottom lines, many organizations are hiring outsourced help desk teams to help save money, time and improve processes. Failure to properly select the right team can be the difference between the success and failure of your IT organization, but do you know what traits to look for in an outsourced help desk team? If your organization is looking to hire an outsourced help desk team, here are 5 essential traits you should look for.

1. Knowledge & Expertise
The right outsourced help desk team should come with a lot of knowledge and expertise. In an increasingly competitive business world, hiring the wrong team could mean missing out on key trends and opportunities that could help advance your organization. You'll want a team that focuses on continuous improvement and finding ways to shift more resolutions to the help desk, which will result in faster resolutions and happier clients. Look for a team that is agile, able to adapt rapidly, and able to work closely with you, because their experience can be highly advantageous both in the short and long term.

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Topics: help desk support

4 Ways an Outsourced Help Desk Partner Can Save Your Organization Money

Posted by Global Help Desk Services Inc. on 4/16/20 10:00 AM

Utilizing an outsourced help desk partner is a great way for a company to streamline its processes and become more efficient and productive. However, one thing that holds some organizations back from outsourcing their help desk is the perception surrounding the cost, especially during these current times when every dollar counts and many organizations are being forced to reduce their costs and budgets. If this describes the current situation at your company, then here are 4 ways an outsourced help desk partner can save you money during this current time in our economy and moving forward.

1. Enhanced Operational Efficiencies
Every business has a goal of operating like a well-oiled machine. If you have to continually deal with slow-moving parts or breakdowns in your operational processes, then you will not get all the work done that you need to, which can negatively impact your bottom line and morale. Not only does an outsourced help desk partner relieve issues on the front-end, but it also enhances operational efficiencies on the back-end.

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Topics: help desk support

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

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

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

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

[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

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