High help desk staff turnover can bleed IT dry on a number of levels. From high training costs to reduced customer satisfaction, ineffective hiring practices can ripple throughout the IT organization and burn the bottom line. Identify and implement help desk hiring best practices to stop the bleeding.
The Pain of Tier 1 Attrition
Every time a help desk analyst leaves IT, the enterprise incurs a wide range of costs that, while somewhat invisible to the uninitiated, have a wide-ranging impact. These costs include:
- Recruiting and training replacements. There are obvious upfront costs such as advertising, recruiting, interviewing, and assessing candidates. There are many hidden costs too, such as increased use of HR resources and the distraction of help desk and IT management/supervisors from core service delivery activities during the recruitment and training process. These can...
