Insider Information from Help Desk Experts

Success Story: Why Scalability and Flexibility Are Essential for Help Desk Support

Posted by Global Help Desk Services Inc. on 4/3/20 10:30 AM

Scalability and being flexible to change are some of the most important benefits that an outsourced help desk partner can bring to an organization.

Background
One of our clients is a Fortune 100 financial services organization that provides retirement solutions to nearly 4 million active and retired employees in academic, research, medical, and cultural fields.

Challenge
As the firm continued to grow, it was concerned with scalability issues. They were also concerned with finding a trusted and reliable help desk partner that would be flexible and compatible with its current help desk ticketing system.

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Topics: help desk, help desk support team, help desk outsourcing, internal help desk team, healthcare help desk, financial services

[Video] 5 Advantages of Hiring an Outsourced Help Desk Partner

Posted by Global Help Desk Services Inc. on 3/19/20 2:00 PM

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.

Watch the video below and learn about 5 advantages of hiring an outsourced help desk partner for your organization:

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Topics: help desk, help desk support team, help desk outsourcing

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

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

[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

[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

[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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