Global Help Desk Services, Inc.

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• 10 Help Desk Challenges
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• How to Choose an Enterprise Help Desk IT Support Company

Top 10 Help Desk

Challenges—and How to Overcome Them

Be the best by learning

from the rest

Does Your Help Desk Need Help?

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

Top 10 Most Common

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

4. Best Practices &

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

Read on to find solutions to the top challenges facing help desks today.

Want to know where you stand with these top 10 help desk challenges? Complete the self-assessment checklist to see where your help desk might need some help.

Help Desk Challenge 1

Service Levels:

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