The GHDSi Help Desk
Onboarding Process
- 1 Step 1: Identify
- 2 Step 2: Define
- 3 Step 3: Implement
- 4 Step 4: Review
- 5 Step 5: Maintain
Step 1: Identify
Timeline: Day 1 to 30
Deliverable: Current State SWOT (Strengths Weaknesses Opportunities and Threats) Analysis
We start your onboarding with the most important phase of the project: identifying and addressing every necessary detail. We work with you to document all the systems and processes that our support services will affect, and we identify business rules that prioritize the daily workload. We also identify and analyze the strengths and weaknesses in your support structure.
During this step, you share with us your expectations for our services, and we document them according to the categories of services we provide. This planning phase is what helps us deliver an outsourced help desk that gets you the biggest and best impact.
Step 2: Define
Timeline: Day 30 to 60
Deliverable: Standard Operating Procedures
Once the plan is in place, we work together to uncover what a typical day in the help desk looks like. This includes defining:
- Everyday call workflow processes.
- The resources needed to work within those processes.
- Service levels by categories of calls and by the level of impact on your IT environment.
- Your callers’ expectations, so we know how to keep them happy.
Our team compiles this information and designs the Standard Operating Procedures that guide the way we work.
Step 3: Implement
Timeline: Day 60 to 90
Deliverable: Communications Plan
We implement the new support structure by completing all support tasks, activities, and training by the start date. Then, we go live – and the phones start ringing, and we start communicating with your users and customers.
Our top priority from day one of implementation is first-call resolution. You’ll start to see employees returning to work more quickly, relief for your Tier 2 and Tier 3 support groups, and increased customer satisfaction.
Step 4: Review
Timeline: 30 days and 90 days after Go Live
Deliverable: Metrics and Reporting
Once we’re live, we start measuring. Using customer surveys and other data-driven tools, we ask ourselves important questions: Are customer expectations being met (or better yet, exceeded)? Does the new support structure’s typical time-to-resolve reduce downtime? Are we meeting our KPIs?
From there, we take what we’ve learned to pinpoint additional help desk best practices and any areas where we could improve, and we update our help desk knowledge base accordingly. We present our findings to you in the form of SLA Detail Reports, holding our own feet to the fire so you don’t have to.
Step 5: Maintain
Timeline: Weekly, Monthly, Quarterly, Permanently
Deliverable: Continuous Improvement
The fifth and final stage of our onboarding process is one that never really ends: We hold weekly, monthly, and quarterly meetings to look for ways to make service levels and caller satisfaction even better. We look for things like inefficiencies, process breakdowns, and shifting customer satisfaction levels. We discuss common problems, the latest best practices, and new technology. Then we set new targets – all with the goal of improving the level of help desk services we deliver to you.
