Global Help Desk Services

Global Help Desk Services, Inc., or GHDSi, is an outsourcing company that runs IT help desks for larger businesses. It acts as the first contact point when a client's staff or customers need technical support, fixing issues and passing on only those the client wants to handle internally. The firm has done this for more than 20 years and does no other kind of work.

What Global Help Desk Services does

• Outsourced IT help desk: full-time, US-based agents answering calls 24 hours a day, every day of the year.
• Onboarding: learning each client's technical setup before building a custom support programme.
• Service levels and quality control: agreed service levels backed by continuous improvement and quality assurance.
• Flexible staffing: support that scales up or down with demand and new technology rollouts.
• Cost tools: calculators and guides for comparing in-house help desk costs.

Customers and markets

GHDSi serves enterprise-sized companies whose internal help desks struggle with coverage, staff turnover or growth.

Key facts

• Experience: more than 20 years
• Methods: ITIL, ITSM and KCS practices
• Agents: based in the U.S.