Giva Blog Categories : Outsourced IT Help Desk

Stop the Turnover: How to Retain IT Help Desk Personnel

Happy IT Help Desk Personnel

Photo Attribution: Viktoria Kazakova/

IT help desks have some of the highest turnover, which is very costly, pushing 40%. Why is that? John Loyd suggests several reasons, including high stress, lack of experience, and feeling ineffective. And so, how can organizations and leaders go about to better retain their IT help desk employees?

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How to Implement a Proactive IT Help Desk

Proactive vs. Reactive It Help Desk

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The typical conception of the IT help desk is a group of support people ready to be contacted by employees with any number of types of problems, and the help desk staff willing and able to go about resolving these issues--a process that is "reactive" in nature.

But, what if those problems never even occurred? Or, what if they were mitigated before the customer even had them?

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HIPAA-Compliant Text Messaging and Why You Need It

HIPAA-Compliant Secure Text Messaging

Running a hospital presents a variety of unique challenges. It is like many other businesses as it requires effective leadership and communication to run smoothly, but the extra factor is the importance of timeliness. All businesses require quick employee response, but this could not be truer for a healthcare facility. Patients and their health can be unpredictable. There should be a method of reaching healthcare professionals promptly while still protecting the sensitive information being transmitted.

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7 Essentials for IT Change Management Digital Transformation

IT Change Management Digital Transformation

Photo Attribution: MiniStocker/

With the constant changes in the digital industry, it becomes extremely important to have robust IT change management strategies. By applying them consistently, organizations can ensure their IT change process is swift in responding to digital transformations.

Companies can establish a powerful IT change management digital transformations plan with the following essentials:

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Solved: 4 Critical IT Change Management Issues with WFH

IT Change Management WFH

Photo Attribution: Sentavio/

COVID-19 forced many organizations to quickly mobilize their teams to work from home (WFH). Ensuring the proper technology and guidelines are in place is an ever-evolving job when employees are located off-site, in different cities, regions, and countries around the world. To add perspective, according to Stanford News, 42% of the U.S. labor force was working from home as of June 2020. Although employees will most likely begin returning to workspaces in the future, a portion will remain working from home permanently. Some organizations may even opt for a hybrid scenario, where employees work days both in and out of the office. Whichever scenario plays out, all will involve IT change management procedures and systems to be used to their full potentials.

Though IT change management can seem like a difficult undertaking in a WFH environment, it can be made easier, while also promoting more effective workspaces. With the right combination of technical tools and human-centered strategies, IT change management can create effective and long-lasting results, even in a WFH environment.

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3 Simple Strategies for Boosting Customer Support During & Post-COVID-19

Boost Customer Support During & After Covid-19

Photo Attribution: Juliasart/

COVID-19 abruptly changed the way many of us live our day to day lives. With a "new normal" now becoming apparent, businesses have had to change the way they operate. Long line-ups outdoors, capacity limits indoors, and keeping distance from other patrons has changed the way customers are used to shopping at brick and mortar locations.

Perhaps the greatest change is seen in the employee-customer communications. Are there ways your business can still answer questions and resolve issues while customers remain in the comfort of their own homes? The answer is yes, and we have some recommendations to make the transition smoother for businesses.

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3 Top Ways to Provide More Cost-Effective Customer Service

3 Top Ways to Provide More Cost Effective Customer Service

Photo Attribution: BoBaa22/

From the right tools to adequate staffing, customer service can turn out to be an expensive venture for businesses of all shapes and sizes. Most of the expenses incurred come from in-house teams, usually those working in a call-center. If customers get off of the phone with your in-house team and still don't have a resolution to their issue, that can also be seen as both time and money wasted. This is especially true if the customer decides to forego your business thanks to that particular experience.

According to Hannah Steiman of Peak Support, there are a few ways in which in-house customer service can become costly:

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The Difference Between Helpdesk, Technical Support & Desktop Support & Skills Required

The Difference Between Helpdesk Technical and Desktop Support and Skills Required

Photo Attribution: Rosadu/

With continued growth in computer and hand-held device use in the lives of many brings increasing technical questions and problems that arise. And so, the field of supporting these systems grows along with it, which brings business opportunities for entrepreneurs, and employment opportunities for support personnel.

But there are different types of support needs accompanied by varying required responsibilities and skills. The following are the differences between, and skills required for, three common areas of support: Helpdesk, Technical Support, and Desktop/Deskside Support.

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How to Implement a Cost Effective Help Desk

How to Implement a Cost Effective Help Desk

Photo Attribution: Dusit/

Small and medium-sized organizations on a budget may be hesitant to initiate the process of looking into and implementing a help desk solely based on cost. Whether you decide to choose between an open-source program, software based in the cloud, or something else entirely, there are ways to generate cost savings, while still capturing the services you require to operate efficiently. Continue reading to gather our tips on implementing a cost-efficient help desk at your business, even when budgets are tight.

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What Makes a Great Help Desk? Top 3 Strategies & Success Metrics

What Makes a Great Help Desk Top 3 Tips and Success Metrics

Photo Attribution: Maglara/

Customer service is integral to the success of any organization that sells a product or service. Loyalty and retention are both built off of the very principle of customer service. When your customers are happy, they will likely return and recommend your business to their friends, family, and co-workers. With that being said, customer service is an evolving sector that requires organizations to remain current and efficient. How is this done?

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Client Success

  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms