If you were to rate your help desk right now on a scale of 1 to 10, how would it do? How are the service levels? What about coverage? Escalations? Customer satisfaction?
Chances are the help desk experience you currently provide to your users and customers is mixed.
You don’t have a service desk SLA. Or if you do, it’s rarely enforced.
You’d like to expand coverage hours but can’t justify the cost.
Your help desk staff lack customer service training and skillsets.
You struggle to add staff and maintain quality customer service levels.
Your help desk has a poor reputation, and users go elsewhere for support.
Frequent hiring and training of help desk staff is a costly hassle.
If you’ve mentally checked “yes” to any of the above, you’re either facing an in-house help desk that desperately needs help themselves, or your outsourced help desk partner isn’t holding up their end of the bargain.
If you’re thinking of outsourcing your help desk function, you’re likely wondering “Is it worth the cost?” Here are a few ways outsourcing your IT help desk can pay your investment back over and over again:
Global Help Desk Services Inc. (GHDSi) provides IT help desk outsourcing services to enterprise-level companies just like yours. Unlike many of our competitors, we are 100% U.S.-based and exclusively focused on delivering help desk services.
Since 2001, we have earned a reputation in the industry for honesty, integrity, and top-tier service. We follow best practices for delivering IT support and customer service, including IT Infrastructure Library (ITIL) and IT Service Management (ITSM).
It matters who answers your phone. As the first point of contact for your employees and customers, we expertly handle technical issues, resolve problems, and get employees and customers back to work. We’ll carefully work with you to determine which tickets our team should resolve and which tickets we should escalate to your internal IT team, ensuring we’re all aligned around a clear and easy-to-follow set of help desk processes to handle tickets smoothly and consistently.
As your outsourced help desk, our goal is to give you the freedom to focus on your goals – all while delighting your employees and customers with a pleasant, satisfying help desk experience.
We offer an extensive range of outsourced help desk services to empower your IT team to operate at the top of their capabilities while ensuring your users and customers receive the support they expect and deserve.
We give you and your employees technical support for off-the-shelf software applications. These include PC & network software, office productivity suites, email applications, databases, PC operating systems, clinical (hospital) software, enterprise resource planning applications, web browsers, utilities, and wireless apps.
Our front-line hardware diagnosis and escalation services include first-line support for your field personnel and their hardware, and warranty repair/replacement order processing (including submission to a 3rd party service provider or your internal IT department).
You also receive first-line support for your employees and their hardware. We dispatch technicians from your IT department or a 3rd party service provider.
We provide a wide range of support services to resolve desktop-related network issues. We also support you with user administration.
Our expertise gives your IT team additional capacity so they can focus on the bigger picture.
Number and Greeting
We are a seamless extension of your IT department. Your callers dial a dedicated toll-free number and receive a personalized greeting that assures them they’re talking to the right people.
If you prefer, your callers can dial a four-digit extension number on your internal phone system to reach our help desk agents.
Customer Satisfaction Surveys
How satisfied are your customers with your level of service? We find out for you, using tools like automated surveys, direct customer outreach, and focus group meetings. We tabulate the survey results each month and present them to you in a Customer Satisfaction Report.
Internet Call-Tracking Access
Retrieve and view your call tickets through the Internet, VPN connection or dedicated circuit with our state-of-the-art help desk software and web interface.
Escalate (reassign) calls to a third-party service provider or your internal IT department. Eliminate the cost of managing your internal call-tracking system while giving your support teams a seamless experience and a full audit trail of every issue.
Remote Control Assistance
Ask your employees and customers, and they’ll tell you that nothing is more satisfying than having their IT issue resolved quickly by a friendly help desk agent. One of the best ways to achieve this level of customer satisfaction is to give help desk agents permission-based remote control of your callers’ PCs.
This service includes step-by-step voice and visual resolution of your callers’ issues. Callers see the help desk agent controlling their mouse and keyboard, and callers regain full control of their PC at any time.
Proprietary Application Support
We support your proprietary applications in one of three ways:
1. Call Routing Only: You give your callers a single point of contact. We take the call, log the call, and escalate to your internal team according to your processes.
2. Top-Ten Issues: We resolve calls associated with your top-ten issues. We escalate all other calls to your internal team according to your processes.
3. Full Support: You train our team on your applications so that we resolve a high percentage of calls upon first contact.
Do your callers speak a language other than English? No hay problema. Méi wèntí. No problem.
Depending upon the call volume, language and hours of coverage you require, we either staff foreign-language agents to support you, or we use an over-the-phone interpretation service. Either way, your employees and customers get their calls handled with care and efficiency—in their native language.
New Business and New Rollouts
Are you expanding geographically, rolling out new business offerings, or supporting new acquisitions? These all present challenges for your help desk staff.
When your growth outpaces capacity, we provide the staff and training to manage the increase in calls effectively and quickly. You maintain your service levels—and keep your customer service ratings right where you want them.
We know your help desk operations need to keep pace with your business. That’s why we offer guaranteed levels of support backed by documented service desk SLAs written specifically for your unique needs.
We align our service levels to your business needs and your customers’ expectations.
All service levels come with financial penalties for missed performance.
You never have to guess where we stand with service level management. We report on all service levels weekly.
Blended Level 1 and
Level 2 support
"They proactively review all of our tickets to try to find more areas where they’re able to resolve issues as the first line. They’re coming back to us with that information so we can increase the number of calls that they’re able to take care of."
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