Global Help Desk Services, Inc

The vendor states enterprise organizations partner with GHDSi to significantly improve their level of IT service, maturity and percentage of tickets resolved at the help desk. They further state first-call resolution is a priority to return customer's employees to work more quickly, relieve their Tier 2 and 3 technical teams/resolver groups to increase customer satisfaction and the reputation of the IT department as a whole.

• 100% US-based and operated (only located in the US and agents do not work remotely)
• Service delivery is the only service offering, no other IT services nor products
• Process improvement program to drive added capacity into other areas of IT
• Founded 2001, after a long history as an internal enterprise department at a Fortune 500 company
• Small agent teams contribute to end user experience (supports internal culture fit), so end users do not realize they are working with an outsourcer
• Agent quality assurance program to ensure agents and agent teams are rewarded based on quality not quantity nor call volume. Only quality drives excellence.
• Predicable, repeatable, scalable, and flexible process and working

Pricing is determined by understanding prospective customers requirements through business and technical discoveries. Once scope if fully understood and spend value of return to business is clearly mapped out, GHDSi works with prospective customer to create SOW and Agreement.