Global Help Desk Services - BPO Service Company
Global Help Desk Services
Challenges—and How to Overcome Them
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Your IT help desk exists for one reason—to help callers solve their IT challenges But when your help desk faces challenges, who do they call for help? Maybe your help desk is faced with challenges enforcing service levels, providing adequate coverage, managing staff turnover or scaling to meet demand
At Global Help Desk Services, Inc (GHDSi), we’ve been helping help desks address their top challenges for more than 20 years Along the way, we’ve learned what works, and what doesn’t Read our guide to discover what your help desk can do to overcome the top 10 help desk challenges
Help Desk Challenges You don’t have documented service levels Or, if you do, you don’t enforce them
You’d like to expand coverage hours but can’t justify the cost of increasing your headcount
You receive too many complaints about availability and resolution
Expert Tools You don’t have critical tools, processes and practices in place to “inspect what you expect ” You spend too much time and money hiring and training staff at your help desk
Your help desk staff perform other duties, compromising their productivity
Your help desk staff are generalists Specialized skills are non-existent
You have trouble scaling up and scaling down to meet fluctuations in demand
Your company is expanding quickly, and your help desk can’t keep up
New technology and application rollouts strain your scarce help desk resources
Expectations and Accountability Help desk service levels are all about expectations and accountability You announce your expectations, and you hold people accountable if they fail to meet those expectations
But the trouble with service levels is that many help desks don’t have any Or at least they don’t have any service levels that are documented and published Or, if they do have published service levels, they don’t enforce them, which amounts to the same thing
