HDI help desk consulting services are based on a blend of industry best practices and our consultants’ real-world experience. Rooted in the three key areas of effectiveness, economy, and efficiency, HDI help desk consulting can help you achieve smarter service and better business.
With more than 30 years of hands-on experience managing complex support and service management projects, our team of consultants work in lockstep with your organization to help you benchmark, validate, and improve your help desk performance.
From a “health check” that provides areas of improvement quickly...to more intensive best practice assessments, to full blown support center certification, HDI consulting for your help desk can be customized to meet your specific business needs and budget.
Convenient and customer-friendly, all HDI help desk consulting can be conducted virtually!
What Is Help Desk Consulting?
Help desk consulting is when experienced consultants come in, look at how your support operation actually runs, compare it to what good looks like in the industry, and give you a plan to fix what's not working. HDI help desk consulting focuses on three things: making your help desk more effective, more efficient, and easier on the budget.
How it Works:
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1. Prioritize improvement initiatives through expert, consulting solutions
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2. Benchmark your performance against an industry standard
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3. Review current programs and processes in place to identify critical shortcomings
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4. Develop an action plan to improve performance in key operational areas
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5. Leave you with the ability to measure the impact and drive continuous improvement
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Which HDI Help Desk Consulting Service is Right For You?
- HealthCheck
This help desk consulting service is designed to provide your organization with a quick analysis of the operational effectiveness of your service and support operations. Key foundational areas are reviewed compared to best practices, and recommendations made based on your organizational goals.
- Best Practice Assessment
This independent, third-party review of your support center, gives you a comprehensive understanding of your support center’s maturity level based on the HDI Support Center Standard along with expert insights and recommendations for improving your help desk’s operational efficiency, service quality, and overall value. We can focus on a specific discipline of support center management - such as service management, knowledge management, workforce management, and problem management - or assess your center comprehensively.
- HDI Support Center Site Certification
The ultimate recognition for your support center's commitment to excellence, efficiency, and service quality. The process is simple: we do an on-site audit of your support center and help desk, and if you meet the requirements, the certification is yours. If not, we’ll identify potential weak spots and help you get better.
- HDI Customer Satisfaction Index (CSI)
A comprehensive tool developed specifically for the technical support and service management industry by a team of IT practitioners and customer service professionals. This consulting for your help desk team is a user-friendly, web-based, secure tool that helps your support center measure customer satisfaction. .
- IT support consulting
IT support consulting is an outside review of how your service desk or support center actually runs: who does the work, which processes they follow, what the tools do and do not handle, and whether the numbers you report reflect what customers experience. HDI consultants have spent more than 35 years inside IT support operations. We measure your operation against the HDI Support Center Standard and leave you with a prioritized plan your own team can carry out.
Contact HDI help desk consulting to learn more. Get started today!