The key to a successful and dependable help desk is the management and organization of that help desk. ZGC has experienced help desk managers and technicians that can implement a a new help desk or revive one that is in need of help. We have seen consistent results from our help desk teams. On average our help desk solutions provide an improvement over of over 30% in proficiency and have been known to cut job tickets in half.
Often IT directors ask us, how is ZGC going to make our help desk better? Well here are some of the processes we put into place to make sure they run properly.
Call Auditing - We implement our call accounting system at virtually all of our help desk sites. This low cost solution reduces inconsistencies between end users and technicians. It also provides a way to make sure that end users issues are being addressed properly over the phone.
Personnel - The personal we use for our help desks are upcoming engineers. These are people that are motivated to work and achieve in the IT field. Over half of help desk technicians move onto IT consulting jobs for ZGC or permanent positions at the company they work with.
Technical Help Desk managers - We have a strict policy for all of our help desk managers, they are the catalyst that determines if a help desk can succeed or if it will fail. Our help desk managers are hands on and work as a part of the team. They are also leaders that can manage not only the technical processes of the help desk, but also the personalities of the people that make it up.
Fair Treatment and Pay - There are companies in the industry that take advantage of their help desk personnel. ZGC's owners have seen this hands on and do not believe in such practices. We believe that technicians deserve to be paid what they deserve and rewarded when they work at a high level.
