When we welcome you into the Global Help Desk Services, Inc. (GHDSi) family, we use a comprehensive, five-step help desk onboarding process that is unique in the industry and creates a smooth transition from in-house to outsourced.
This process makes sure we leave no stone unturned when assessing your needs. And it means nothing slips through the cracks when it’s time for implementation.
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.
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:
Our team compiles this information and designs the Standard Operating Procedures that guide the way we work.
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.
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.
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.