Help Desk Outsourcing

Does Your Help Desk Need Help?
The ROI of Help Desk Outsourcing
Just the Ticket: Global Help Desk Services
Our Help Desk Outsourcing Solutions
Choosing the Right Level of Help Desk Management
Partner with Global Help Desk Services

Does Your Help Desk Need Help?

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.

How many of these common IT help desk
challenges have you faced?

Service

You don’t have a service desk SLA. Or if you do, it’s rarely enforced.

Coverage

You’d like to expand coverage hours but can’t justify the cost.

Expertise

Your help desk staff lack customer service training and skillsets.

Scalability

You struggle to add staff and maintain quality customer service levels.

Satisfaction

Your help desk has a poor reputation, and users go elsewhere for support.

Turnover

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.

The ROI of Help Desk Outsourcing

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:

Help desk best practices include predictable, repeatable processes that ensure callers always receive exceptional service, no matter how difficult the ticket—or the caller.
Increased first call level resolution results in happier customers and fewer escalations.
Faster ticket resolution times mean your users and customers get the answers they need, when they need them.
Smarter ticket escalation frees up your IT team to perform critical software and hardware upgrades, manage acquisitions and mergers, and take on more strategic projects.
Guaranteed monthly service desk SLAs align expectations and keep your outsourced help desk partner accountable for every dollar you invest.
Lower staffing and infrastructure costs translate into fewer hassles for you and lower overall cost-per-ticket resolutions.

ebook: Help Desk ROI: It's Not Jus Financial

Just the Ticket:
Global Help Desk Services

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.

We do one thing – help desk outsourcing – and we do it better than anybody else.

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.

Our Help Desk
Outsourcing Solutions

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.

Software Support

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.

Hardware Diagnosis

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.

Network Support

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.

Customized Toll-Free
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.

Foreign-Language Support

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.

Help Desk Management that Fits

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.