Throughout the process of working with GHDSi, we will provide information on the support industry and typical benchmarks for Key Performance Indicators within our industry. We recommend the Help Desk Institute's course on Help Desk Management in order to gain a better understanding. For more information, please go to HDI's website

What is the average number of calls made by a user to the help desk each month? An average user calls the help desk 1.25 times per month. Given this statistic, a population of 1,000 users would generate an average of 1,250 calls per month.

Can you please describe "per incident" pricing vs. "per-call" pricing? Per-incident pricing typically allows you to contact the help desk multiple times until the parent issue is resolved. Per-incident pricing is only quoted for Tier 3 incidents where the issue requires research by the Help Desk Senior Analysts. Per-call pricing is the most common in our industry whereby the analysts provide support on today's most common applications and networks.

Where is Global Help Desk Services located? We are located in Hartford, Connecticut. We service customers throughout the world. Geography is not a deterrent for us to provide quality, efficient technical support to your office, mobile or manufacturing environments

Many companies do not make a serious commitment to the Help Desk. Due to a lack of understanding and communication, the Help Desk is the one entity that is lost in the shuffle. A typical response may be: "How much is needed for a group that answers questions about Microsoft Office and modems. Just give them 5 cubicles on the 4th floor and let them exist..." These are the attitudes that exist in most companies until a real crisis arises. Oftentimes the need for the Help Desk rears its ugly head when a VIP is down, or some business-critical function is lost. Then managers begin to write processes designed to fix individual issues instead of designing workflow processes to service the enterprise.

In most of the current service industry models, the help desk should be the core of the business function, not only performing problem management, but also handling the flow of information to all entities of IT. If the purpose and mission of the Help Desk has not been communicated to upper management, then the Help Desk will never fully serve the corporate environment. The Help Desk must be aligned with the mission of the company as a whole. One question most help desk consultants and sales personnel ask during due diligence is, "Does the Help Desk meet the need of the business requirement?"

Many times, personnel are placed at the Help Desk because it sounded like an interesting job, or the company ran out of other departmental opportunities due to layoffs, restructuring etc. Because these personnel had served in other areas of the company, management believed these people could handle a Help Desk position - until the phones started ringing and the quality fell. It then becomes a chore for the IT group to ask for funding for training, skilled personnel and trained customer service Managers.

The costs of telephony, PCs and staffing is more than most companies are willing to spend each year and as a result will sometimes streamline their IT operations, focusing on their core competencies. Staffing is typically the largest percentage of an IT manager's budget.

Yes! Helpdesk Pilot is based on open source technologies that are truly cross platform. So no matter whether you are on Windows, Linux, FreeBSD, Unix, Mac OS X or any other OS that runs a webserver you can have Helpdesk Pilot running for you. If you need more exact specifications

Remedy Helpdesk provides the foundation for an integrated, end-to-end approach to IT Service Management. Based on best practice methodologies, Remedy Helpdesk software automates support processes including the ability to submit, monitor, and manage help desk cases, change requests, and asset inventory records. Remedy Helpdesk can also indicate which business services are impacted by a given incident or problem, letting you determine priorities based on business context. With this high level of automation and control, the Remedy Helpdesk application provides comprehensive support services that boost your staff's productivity and effectiveness to drive operational improvements across the organization.